Job Title: Helpdesk Lead/Supervisor
Location: Chicago, IL
Department: Information Technology
Job Type: Contract to Hire
Position Overview:
We are seeking a dedicated and customer-oriented Helpdesk/Technical Lead with experience in Microsoft 365 (M365) to join our IT support team. The successful candidate will be responsible for managing/leading first-level technical support and assistance to end-users, resolving issues related to M365 applications and services, and ensuring a positive customer experience. This role offers an excellent opportunity to develop technical skills in a supportive and growth-oriented environment.
Key Responsibilities of Help Desk Team:
- Serve as the first point of contact for end-users seeking technical assistance via phone, email, or helpdesk ticketing system.
- Provide timely and accurate solutions to technical issues related to Microsoft 365 (M365) applications, including but not limited to Outlook, Word, Excel, PowerPoint, Teams, SharePoint, and OneDrive.
- Diagnose and troubleshoot software and hardware issues, ensuring problems are resolved efficiently and effectively.
- Escalate unresolved issues to the appropriate IT teams or Level 2 support personnel as needed, while maintaining ownership of the issue until resolution.
- Assist in the setup, configuration, and maintenance of M365 accounts, including user permissions, email distribution lists, and security settings.
- Educate end-users on basic M365 functionalities, best practices, and self-help resources to encourage user empowerment and minimize recurring issues.
- Document all helpdesk interactions, troubleshooting steps, and resolutions in the ticketing system to maintain accurate records and enable knowledge sharing.
- Follow established processes and procedures for incident management, problem resolution, and service request fulfillment.
- Collaborate with IT colleagues and other departments to identify and implement continuous improvements to enhance service delivery and customer satisfaction.
