Service Desk Specialist at DialogTech

| Chicago
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DialogTech provides the leading AI-driven conversation intelligence platform for marketers at businesses that value inbound phone calls. When consumers call, DialogTech turns those conversations into actionable insights businesses use to improve marketing ROI, increase sales conversions, and deliver more personalized customer experiences, both online and over the phone. Recognized as the leader and pioneer in call analytics since 2007, DialogTech is the trusted conversation intelligence platform for many of the world's most successful brands and agencies. 
DialogTech is looking for a IT Service Desk Specialist that is passionate about customer service. You will work at a company that balances 10’s of millions of voice minutes a month and web requests per day.

Duties and Responsibilities:

  • Provide Level 1 Support: troubleshooting of computer hardware and software issues
  • Support the IT team in installing, maintaining hardware and software
  • Perform user account set up, security maintenance and systems monitoring
  • Coordinate escalations with vendors and internal IT teams
  • Prioritize and maintain IT resources and inventory
  • Assist with developing and updating end-user, and internal IT documentation by detailing common support questions and answers
  • Perform IT Onboarding for new hires including setup of new laptops and associated software
  • Setup and maintain the technology that supports the conference rooms
  • Setup and maintain various desktop applications and peripherals
  • Respond to internal tickets in person, by IM or over the phone
  • Perform remote troubleshooting by asking relevant questions and using available diagnostic tools
  • Communicate effectively with internal customers on the status of tickets and resolutions, responding in a timely manner to ensure SLA’s are met


  • Bachelor’s degree in Computer Science, Information Technology or similar experience
  • A minimum of 1 - 2 years of service desk experience
  • Knowledgeable of Mac computers, G-Suite and Microsoft Office
  • Strong verbal and written communication
  • Excellent analytical and problem-solving skills
  • Good work ethic and attention to detail
  • Time management, ability to prioritize numerous tasks appropriately
  • Able to work independently in a fast paced environment
  • Research issues using all available resources
  • Effective listening skills

Nice to have:

  • ITIL Certification
  • Jamf or other MDM experience
  • Okta experience

Join us at one of the 101 Best and Brightest Places to Work in Chicago and nationally, 11 times running, Chicago Tribune's Top 100 Workplaces company and a 2017 Crain's Fast 50 company!
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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Right across the street from Union Station. A short walk to all CTA train and bus lines. And down the street from Ogilvie Train Station.