Service Desk Technician II - Chicago, IL (Hybrid)

Company Description

PG Forsta is the leading experience measurement, data analytics, and insights provider for complex industries—a status we earned over decades of deep partnership with clients to help them understand and meet the needs of their key stakeholders. Our earliest roots are in U.S. healthcare –perhaps the most complex of all industries. Today we serve clients around the globe in every industry to help them improve the Human Experiences at the heart of their business. We serve our clients through an unparalleled offering that combines technology, data, and expertise to enable them to pinpoint and prioritize opportunities, accelerate improvement efforts and build lifetime loyalty among their customers and employees.

Like all great companies, our success is a function of our people and our culture. Our employees have world-class talent, a collaborative work ethic, and a passion for the work that have earned us trusted advisor status among the world’s most recognized brands. As a member of the team, you will help us create value for our clients, you will make us better through your contribution to the work and your voice in the process. Ours is a path of learning and continuous improvement; team efforts chart the course for corporate success.

Our Mission:

We empower organizations to deliver the best experiences. With industry expertise and technology, we turn data into insights that drive innovation and action. 

Our Values:

To put Human Experience at the heart of organizations so every person can be seen and understood. 

• Energize the customer relationship: Our clients are our partners. We make their goals our own, working side by side to turn challenges into solutions. 
• Success starts with me: Personal ownership fuels collective success. We each play our part and empower our teammates to do the same. 
• Commit to learning: Every win is a springboard. Every hurdle is a lesson. We use each experience as an opportunity to grow. 
• Dare to innovate: We challenge the status quo with creativity and innovation as our true north. 
• Better together: We check our egos at the door. We work together, so we win together. 

Job Description

Provides mid-level technical support to staff. Resolves mid and low-level problems and, as necessary, refers more complex problems to appropriate supervisors and/or senior-level support staff. Documents and tracks calls received, problems, and resolutions; follows up with users until a satisfactory resolution is reached. Updates internal and external knowledge base documentation. 

• Provides mid-level technical support to staff; resolves mid and low-level problems and, as necessary, refers more complex problems to appropriate supervisors and/or senior-level support staff.
• Interprets problems and provides technical support for hardware, software, and systems; follows established protocols to provide technology solutions in support of staff.
• Shares resources and training materials to assist users; identifies recurring difficulties/problems and reports on trends; updates documentation as needed.
• Stays up-to-date and maintains knowledge of all services offered and/or supported by the company. Documents and tracks calls received, and follows up with clients until a satisfactory resolution is reached

This role requires a hybrid working environment out of our Chicago office. 

Qualifications

Technical Skills

• 2-4 years of experience providing technical desktop, help desk and/or support services or any equivalent combination of education and experience.
• Intermediate level of technical with diagnosing and resolving computer-related technology issues for both Windows, MacOS, Linux, and mobile devices.
• Prior experience with remote desktop applications and help desk support software, required.
• Prior experience with IT ticketing systems such as ServiceNow, required.
• Skilled in utilizing and troubleshooting company systems.

Minimum Qualifications Qualifications/Education:

Required: High School Diploma or equivalent (such as HSED or GED)

Qualifications/Work:

• 2 or more years of computer support or related experience
• Combinations of related education and experience may be considered

Qualifications / Licenses Certs:

• Preferred A+ and Network+ Certification, MOS Associate (Microsoft 365 Apps)

Qualifications / Skills:

• Proficient in English written and verbal communication skills

Additional Information

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