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Helpdesk Analyst in Huntley, IL at SNI Technology

Date Posted: 2/26/2018

Job Snapshot

Job Description

We are currently seeking Level I Helpdesk Support Analyst for our client in the NW suburbs.
Provides product and technical support to customers, answering questions on function and usage of client's products and services via the telephone and possibly email. Possesses or demonstrates the ability to acquire a thorough knowledge of client's products and services. Seeks to maintain strong, positive relationships with our customers as a representative of the company.

  • Resolves customer questions and issues over the telephone and possibly email in the areas of system configuration/setup, product functionality and general usage.
    • First call resolution preferred
    • Escalates issues as appropriate to other support areas
  • Seeks to maintain strong, positive relationships between the company and customers during each interaction, and supports company interests and goals.
  • Meets or exceeds all individual and team production and quality measurements. Follows departmental/company processes and guidelines.
  • Participates in projects and supports company initiatives as required.


  • 12 months or more of business-to-consumer technical support experience or a Bachelor's degree in a computer technology field
  • Strong interpersonal communication skills and telephone etiquette
  • Strong business/technical oral and written skills
  • Must work well independently or in a team environment, under moderate supervision
  • Working knowledge of Microsoft Office, particularly Excel


  • Working knowledge of Windows
  • Familiarity with firewall and network configuration
  • Proficient with entire Microsoft Office suite