Help Desk Associate
Roth Staffing Companies

Job Info

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Pay Rate: $20.00/hour

Location: Chicago IL 60604

Duration: 6-months

• Shift Schedule: All contractors must be flexible to cover 8-hour shifts in a 24x7 support model. Shifts include:
  • 8 AM - 4 PM
  • 4 PM - 12 AM
  • 12 AM - 8 AM
  • This includes weekends and holidays.
• Onsite Requirement: Contractors will need to be onsite for training and should have the flexibility to come onsite as needed post-training.

Two Specific Openings:

Monday through Friday, 9 AM - 6 PM CST

Monday through Friday, 10 AM - 7 PM CST

Both positions require flexibility for shifts between 8 AM - 8 PM. These positions are needed as soon as possible and will extend through April 27, 2025, with the possibility of overtime as needed.

Position Overview

The IT Support Associate (ISA) is a customer service-focused role requiring strong technical expertise to provide first and second-level support for FCC CT's proprietary web-based applications, including CTAdvantage.com and hCue.com. The ISA will manage customer inquiries through phone and email, utilizing Salesforce.com and Rainier for case management.

Essential Duties and Responsibilities

• Respond to customer inquiries, diagnosing and troubleshooting technical issues.
• Manage cases in Salesforce.com, ensuring timely resolution and communication.
• Collaborate with IT and Business Analyst teams for escalated issues.
• Set up and facilitate conference calls for high-priority problems.
• Notify relevant teams about critical customer issues.
• Handle provisioning and deprovisioning of application IDs.
• Follow up with customers to confirm issue resolution and satisfaction.
• Provide regular feedback on policies and procedures.

Job Qualifications

• Education: Bachelor's degree preferred; prior Help Desk experience required.
• Experience: 2+ years in troubleshooting web-based applications and Help Desk environments.
• Skills:
  • Strong customer service orientation and technical analytical skills.
  • Proficient in troubleshooting via phone.
  • Knowledge of various OS platforms, TCP/IP, and firewalls.
  • Familiarity with Help Desk tools (e.g., Salesforce.com).
  • Proficient in MS Office Suite (Word, Excel, Visio, Outlook).
  • Excellent communication skills for both technical and non-technical audiences.
• Attributes: Results-driven, self-starter, and adaptable to fast-paced environments.

This role is vital for ensuring customer satisfaction through effective support and collaboration with internal teams, making it essential for the ISA to maintain a proactive and responsive approach.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. For unincorporated Los Angeles county, to the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conduct

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