Help Desk Specialist Jobs

Epitec

Job Title: Help Desk Specialist

Job Location: Chicago, IL (Remote)

Job Type: W2 Contract

Job Summary:

• The ITSM Operations Help Desk Specialist has a primary responsibility to oversee incident operations, external/internal user communication on incidents and incident reporting for eSite monitoring.
• This individual can work fully remotely supporting CST hours, Monday - Friday.
• They will assist in delivering quality processes and standards for continued development of quality digital solutions to support technological needs of dealers and consumers.

Job Responsibilities:

• Assist in developing and delivering incident and communication metric reporting to ensure SLA compliance with support teams.
• Additional duties as assigned by ITSM Operations management.
• Ensure that ITSM incident processes and compliance are adhered to by support teams and established SLAs are met.
• Management and facilitation of Incident reporting for Dealer eSites availability.
• Manage Dealer eSites incidents to drive incident resolution and Mean Time to Repair (MTTR) metrics.
• Update and validate correct incident and communication process in Dealer eSites monitoring runbook.
• Supports business goals by identifying opportunities for improvement and evaluate IT performance against best practices.
• Assist in defining organizational processes and controls designed to deliver IT services for dealer eSites monitoring to meet business objectives efficiently, effectively, and reliably.

Education and Experience Required:

• 1 or more years of experience working in technology ITSM operations.
• Requires a college or university degree, technical certification or equivalent experience.

Technical Skills Required:

• Experienced with the use of ServiceNow or similar ITSM software (i.e. Remedy), specifically Incident Management and Dashboards/Reporting.
• 1 or more years of experience working in technology ITSM operations.
• Understanding of synthetic monitoring and dashboard analysis.
• ITIL V4 Foundations knowledge.
• Front line support and escalation experience.

Desired Skills:

• ITIL V4 Certification
• Organizational Incident Management experience
• Strong analytical, planning and communication skills

Why should you choose Epitec?

We started Epitec with a single focus, “Placing People First.” Knowing every good endeavor begins with listening and understanding, we’ve set about challenging every part of the employment process. Bringing the proper connections together for the perfect fit.

How is Epitec different?

Epitec gets to know our prospective employees, using these insights to locate the perfect placement for you. We are there, every step of the way. Providing a best-in-class compensation package combined with the opportunity to grow financially and personally through your work.

What is the result?

Epitec represents the world’s top companies and works to fill their open jobs with the world’s best talent. That’s led to Epitec servicing an impressive list of Fortune 100 companies. We've also won many awards, including one of Crain’s Detroit Business “Cool Places to Work,” and 101 Best & Brightest – local, national and elite winner. And that’s just the beginning, as we work to innovate the way the world thinks about employment.