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IT Help Desk Support Specialist

IT Help Desk Support Specialist

Job ID 
2017-1334
# of Openings 
1
Job Locations 
US-IL-Addison
Posted Date 
12/15/2017
Category 
Information Technology

More information about this job

Overview

The IT Support Specialist provides technical support to system users and customer support staff. Evaluates user needs, defines technical problems, and works with engineering/development staff to determine solutions. Assists customer in implementing solutions. Performs ongoing activities to maintain and enhance overall system performance. Works on projects/matters of limited complexity in a support role.

Essential Duties & Responsibilities

  • Install, configure, test, maintain, monitor, and troubleshoot end user workstations/laptops/tablets and related hardware and software within defined service level agreements.
  • Collaborate with server and network team to ensure efficient operation of the company’s desktop computing environment.
  • Receive and respond to incoming tickets, calls, and/or e-mails regarding problems.
  • Answer to and perform moves, adds, and changes requests as directed.
  • Ensure that physical desktop/laptops/tablets and cell phones are in proper working order.
  • Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring operations.
  • Assist in maintaining an inventory of all technology assets.
  • Accurately document instances of desktop/laptop equipment or component failure, repair, installation, and removal.
  • Maintain printer, copier and fax machines.
  • Coordinate with remote sites and third parties for testing and conducting video and audio conferences.
  • If necessary, liaise with third party support and PC equipment vendors.
  • Perform related duties as assigned or as the situtation dictates 

Qualifications

  • Excellent technical knowledge of desktops, laptops, printers, and mobile computing devices (smart phones, tablets, etc.). 
  • Hands on hardware troubleshooting and installation experience.
  • Working technical knowledge of current protocols, operating systems, and standards, including Microsoft Windows 10, Microsoft Windows 7, VPN, TCP/IP, and VM-Ware  
  • Expert working knowledge of Microsoft Office software components including Office 365.
  • Able to read and understand technical manuals, procedural documentation, and OEM guides.
  • Ability to conduct research into PC hardware and software issues and products as required.
  • Effective interpersonal skills and relationship building skills.
  • Strong customer service orientation.

Education

  • High school diploma required, Associates degree in an IT related discipline preferred.
  • 2+ years of relevant work experience required.
  • A+ certification or Microsoft certification is a plus