IT Service Desk Agent
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Job Location:
Chicago, IL - USA
Monthly Salary:
Not Disclosed
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Be Part of Our Next Chapter
For over almost 60 years our solutions have enabled impactful connections between some of the worlds leading brands and their customers. And while weve already done a lot of work were proud of were just getting started!
Coates Group has the values of a family-owned business and the innovative spirit of a start-up both which fuel our purpose Creating Connections. Empowering Partnerships. Always Evolving. Through hard work dedication and creativity weve become industry leaders who have won awards and set records while remaining focused on continual growth and evolution. We are a 2x Australia Good Design Award winner and successfully completed the largest hardware deployment in Quick Service Restaurant history.
We are curious charismatic authentic and we value and leverage the diversity of our crew. We are imaginers kindness enthusiasts experts creators thinkers challengers collaborators and over-achievers. And together as a Crew we are revolutionizing the way the worlds leading brands leverage technology to drive the best customer experiences.
To provide in-office and remote frontline support for IT service requests including Level 1 and Level 2 service request and incidents. This role is essential to ensuring business continuity and staff productivity by promptly addressing hardware software systems access and collaboration tool issues. The agent also maintains process documentation supports both local and remote users and follows ITIL-aligned practices to contribute to continual improvement in IT addition the agent is to define and implement continuous improvement enhancements that improve efficiency governance and security. The role is essential to enable the broader IT Team work on operations and environment management of Coates critical business systems such as the ERP CRM and Business Intelligence platform.
Accountabilities:
- Engaging with clients and internal stakeholders to gather project requirements and manage project scoping estimation and planning.
- Serve as the first point of contact for IT support issues raised via phone email and service desk platform.
- Provide remote support to users across various locations using remote access and troubleshooting tools.
- Troubleshoot and resolve hardware software connectivity and configuration issues on Windows 11 and macOS devices.
- Provision secure and manage devices through Workspace ONE including patching and policy enforcement.
- Manage user onboarding and offboarding including access provisioning in Azure Active Directory and Microsoft 365.
- Support Microsoft 365 collaboration tools (Teams Outlook OneDrive) and escalate more complex issues where needed.
- Log and manage service requests and incidents in ITSM System (Freshservice) ensuring compliance with SLAs.
- Provide in-person support for AV systems meeting room technology printer and office peripherals.
- Assist in the management of IT hardware assets stock levels and inventory audits.
- Collaborate with the People & Culture team to support employee onboarding/offboarding:
- Setup and removal of user accounts distribution groups shared mailboxes (Azure AD Microsoft 365)
- Provisioning of new hire IT assets and desk setups.
Capabilities:
- Communicates clearly and effectively both written and verbally when working with managers directors and customers while advising others and setting expectations.
- Strong problem-solving skills for IT related business issues
- Leverages their increasingly on-demand time to help others efficiently unblock them and enable them to move forward.
Qualifications:
- 13 years in a Service Desk or IT Support role.
- Hands-on experience with:
- Familiarity with ITSM tools such as Fresh Service.
- Understanding of ITIL principles and how they apply to incident and service request management.
- Strong troubleshooting and customer service skills.
- Excellent verbal and written communication.
Windows 11 and macOS
Workspace ONE for device management
Microsoft 365 (Office Teams OneDrive Outlook)
Azure Active Directory for user and group management
$65000 - $75000 a year
About Coates
We are industry leaders who have won awards and set records. We are a 2x Australia Good Design Award winner and we successfully completed the largest hardware deployment in Quick Service Restaurant history.
We are led by a forward-thinking CEO who has demonstrated a true passion for people and making Coates a place where people genuinely enjoy working. Our growth plans enable a focus on providing rapid career advancement opportunities for our talent.
Together we are creators allowing us to make our purpose a reality to create immersive brand experiences for everyone.
Join a Crew that Cares
Be part of a global team of talented ambitious creative people that value integrity individuality and inclusivity. (Ask us about our Equality Empowerment Initiatives).
The benefits include an annual market competitive bonus program and our Thrive Program which includes a suite of flexible work options because were strong believers that you should never miss an important life or work moment. Thrive also provides dedicated time to prioritize our health and wellbeing (think virtual Yoga or meditation sessions) a Global Wellness paid day off to recharge as well as a Give Back Day to allow our Crew an opportunity to make an impact in the community.
Be inspired To Be More
We skip the red tape and aim to always stay nimble. Were proud of where weve been and are energized by where were going. We encourage ideas and perspectives because we know the more we have the better we are. We work hard but have fun along the way. We push the boundaries but keep it real and authentic. We believe in the values that got us here are the ones that will continue to lead us forward. We are excited by what weve accomplished but know the best is yet to come.
Coates Group is an Equal Opportunity Employer and does not discriminate on the basis of race color creed national or ethnic origin gender religion disability age political affiliation or belief disabled veteran veteran of the Vietnam Era or citizenship status (except in those special circumstances permitted or mandated by law).
Fraud Alert: Employment Scam Advisory
It has come to our attention that unauthorised individuals are impersonating our company and reaching out to job seekers through fraudulent emails falsely claiming to represent Coates. These emails often request personal information and appear to come from domains that are not affiliated with our organisation such as.
We take this matter very seriously. Coates has reported these incidents to law enforcement and is cooperating with the ongoing investigation. We are committed to protecting the integrity of our recruitment process and the privacy of our applicants.
Please be advised of the following:
- Wedo not contact employment candidates via email to solicit personal or financial information
- All applications for employment must be submitted through our official website directly through our LinkedIn profile:Coates Group
- All emails from us will come from our official domain which or via our Applicant - Tracking System (ATS) email address which is no-replyatdotco
If you receive any suspicious communications purporting to be from Coates we urge you not to respond do not click any links and do not provide any personal safety and trust are of the utmost importance to us. Thank you for your vigilance.
Required Experience:
Unclear Seniority
Key Skills
- Customer Service
- Hotel Experience
- Hospitality Experience
- Computer Skills
- Upselling
- Medical office experience
- Office Experience
- Computer Literacy
- Front Desk
- Guest Services
- Cash Handling
- Phone Etiquette
About Company
We deliver end-to-end digital merchandising solutions that drive engaging customer journeys and business ROI for companies worldwide. Connect with us today.
