Desktop Support Specialist
Prestigious Managed Service Provider in Oak Brook is seeking a Desktop Support/End User Support Specialist.
The Desktop Support Services Consultant will assist clients by providing outstanding customer service and end user support.
We are looking for candidates who are highly energetic and personable, ready to solve the IT challenges, one problem at a time.
Every business relies on IT systems in order to serve their customers, and by helping mentor, guide, and resolve daily issues.
The Deskrop Support Specialist will be heading to a client in downtown Chicago 2-3 days a week and working out of Oakbrook office the other 2 or 3 days.
Job Description:
- Primary daily responsibilities include:
managing technical support incidents and provide functional support and assistance to a local and global user base, following specific processes and guidelines to ensure that tasks are completed consistently and efficiently. - Receive and respond to user inquiries, requests, and escalations via telephone, email, case tracking system professionally and with speed, accuracy and proficiency
- Document activities and resolutions in ticketing system
- Monitor ticketing system and email for notification and internal assistance requests
- Troubleshoot and resolve problems to satisfy requests
- Complete any necessary research and on the job training to resolve incidents in a timely and efficient manner
- Participate in regular quarterly training courses
- Follow up on open tickets to ensure proper response and satisfactory resolution, keep detail oriented documents regarding problems and solutions, and keep the customer updated of the status and resolution times
- Support maintenance of Servers, and other devices when requested
- Log all incoming requests in the incident tracking system and document all actions, to include all follow up conversations, troubleshooting steps, and resolution
- Improve knowledge of, and ability to operate, all technical support tools and technologies
- Provide end user training in small group sessions as well as perform new employee mentoring
- Participate and/or Lead in supporting IT requirements for events such as large conference/departmental meetings or company town halls
- Contribute technical solutions to the IT Knowledge Base
- Participate in projects and initiatives as directed by the Manager of Support Services.
Qualifications:
- Bachelor Degree in Information Systems, Engineering, or Computer Science
- 1 year of previous hardware or software consulting experience plus previous field consulting experience is preferred
- Demonstrated knowledge of PC/MAC hardware, software, components and basic troubleshooting, Windows networking, LAN/WAN, DNS, TCP/IP, Active Directory system administration tasks, and mobile devices
- o Knowledge in the following technologies:
Microsoft Windows 7/8.
x/10, Office Professional (Outlook, Word, Excel, Access, PowerPoint), VPN and remote access clients, mobile devices, Microsoft Internet Explorer, Adobe Acrobat, Antivirus client software, imaging tools, software distribution tools (System Center Configuration Manager, etc.
) - o Intermediate knowledge of understanding Microsoft Windows operating systems (server & Workstation)
- o Intermediate knowledge of understanding Microsoft Office Suite (2013/2016)
- o Experience working with IP Networking and networking protocols
- o Experience supporting end user workstations
- o Basic windows and Linux Scripting
- o Hands on experience with setting up Linux O/S on Servers
- Excellent writing, communication, and interpersonal skills.
Technical writing is a plus - Strong Analytical, troubleshooting and problem solving skills
Estimated Salary: $20 to $28 per hour based on qualifications.
|
|
 | |
