Help Desk Analyst

Voted one of Chicago's Best Places to Work by the Chicago Tribune for the ninth year in a row, Clarity Partners is hiring!

Clarity Partners is seeking a Help Desk Analyst II local to Chicago, IL to support a large client of ours. In this position, you will serve as a first point of contact for end users, resolving and escalating issues reported by phone, walk-in, voicemail, fax, and email, while helping maintain Help Desk documentation and procedures. This position is on-site.

Responsibilities:

• Provide friendly, efficient, and professional customer service to all end users contacting the Help Desk.
• Answer, log, and track incoming issues and requests received by phone, walk-in, voicemail, fax, and email.
• Evaluate the severity and priority of each customer issue or request.
• Attempt first-call resolution whenever possible and practical.
• Assign calls to the appropriate individual or support queue based on information gathered.
• Follow up with customers to confirm resolution or communicate the status of in-progress issues.
• Escalate unresolved issues through the proper support channels.
• Maintain and update Help Desk manuals, contact sheets, location sheets, and support policies and procedures.
• Provide clerical, administrative, and organizational support to the Help Desk Manager as needed.
• Function as a collaborative team member within the Help Desk and broader HIS department.