Technical Support Specialist (Level 2,3)
Chicago, IL
Category: Information Technology
Reference ID: 10071346
Shortcut: http://addisongroup.gosnaphop.com/LL9wqQ
This role provides remote and onsite support via phone, deskside and remote control. It is pertinent that this person develops and demonstrates mastery of business functions, applications and technology. They must exhibit strong communication skills in all customer and team interactions and offer exceptional customer support. They are responsible for ensuring that all problems and solutions are escalated and communicated in a timely manner
Your job will include:
- Provide technical support to end users via various modes (e.g., phone, email, deskside, remote control)
- Communicate effectively with both novice and proficient customers and end users
- Ensure timely resolution of IT requests by prioritizing and handling tickets from open to close, researching technical issues, escalating issues and documenting resolutions
- Maintain a professional demeanor and positively represent yourself in all interactions
- Advocate for the interests of end users within internal IT communications and meetings
- Deliver basic instructions and training, for all supported applications and hardware
- Participate in the weekly on-call/afterhours support rotation
- Install, configure, troubleshoot and support all employee hardware and software including windows-based desktops, laptops, tablets, smartphones, projectors, telecom handsets, headsets and A/V equipment
- Gather requirements and perform set up of workstations for equipment refreshes and on/off-boarding requests
- Administer user accounts through Active Directory, O365, etc. as well as other proprietary applications for all on/off-boarding and position change requests
- Work closely with other IT teams to resolve incidents as needed
- Maintain an attitude of commitment through an outward display of willingness
- Act in the best interest of the overall team
- Create and maintain a positive working relationship within the IT and end user communities
- Create Knowledge Base articles to document problems and solutions
- Participate in the refinement and execution of IT and team initiative.
Experience & skills you need:
- 4 year college degree with a focus on Information Technology
- ITIL v3 Foundations experience or certification valued
- 5+ years of exceptional customer service and problem-solving skills
- 5+ years of experience supporting Windows 11, O365, MS Office Suite, MS Teams
- Experience supporting OS X and iOS
- Advanced User and security group administration through Active Directory
- Technical and IMAC (Install/Move/Add/Change) support for Computer Hardware, Software and OS, Printers, PDA’s, Telecommunications equipment, and circuits.
- Experience with a trouble ticket system, entering tickets, updating tickets until resolved or escalating property to other teams.
- Knowledge basic Windows Operating System configurations, including domain registration, basic networking configurations, printer configuration, network drive mapping, etc.
- Self-managed, motivated and team orientated
- Ability to follow tasks through to their completion with a high degree of accuracy and quality
- Available for travel as needed, sometimes with short notice
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