• Help Desk Support Specialist

    Job Locations US-IL-Addison
    Posted Date 4 weeks ago(1/23/2019 1:01 PM)
    Job ID
    2019-1503
    # of Openings
    1
    Category
    Information Technology
  • Overview

    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. Typically reports to a supervisor or manager. Supports tightly managed IT projects/matters of limited complexity as a resource when needed.

    Essential Duties & Responsibilities

    • Install, configure, test, maintain, monitor, and troubleshoot end user desktops, laptops, tablets, smart phones and related hardware or software, ensuring all is in proper working order.
    • Receive and respond to problems reported through incoming tickets, calls, walk ups, or via e-mail within the defined service level agreements.
    • Properly document hardware/software failure, repair, installation, and removal in ticketing system.
    • Collaborate with server and network teams to ensure efficient operation of the company’s desktop computing environment.
    • Answer to and perform moves, adds, and change requests as directed.
    • Establish and/or maintain accurate documentation for standards and procedures.
    • Assist in maintaining current upkeep of inventory for all technology assets.
    • Assist to prepare, maintain and uphold procedures to monitor, log and report operational statistics.
    • Maintain printer, copier and fax machines.
    • When necessary, liaise with third party support and PC equipment vendors.
    • Coordinate with branch facilities and third parties to test and conduct audio or video conferences.
    • Travel to other branch facilities, some overnight travel as necessary.
    • Perform related duties as assigned or as the situation dictates.

    Qualifications

    • Excellent technical knowledge of desktops, laptops, printers, and mobile computing devices (Android and IOS smart phones, tablets, etc.)
    • Hands on hardware troubleshooting and installation experience, including image creation or use.
    • Working technical knowledge of current protocols, operating systems, and standards, including Microsoft Windows 10, Microsoft Windows 7, VPN, TCP/IP, Meraki, and VM-Ware  
    • Expert working knowledge of Microsoft Office software components including Office 365.
    • Knowledge of Symantec Anti-virus.
    • 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.
    • Primary work is performed in an office environment and server/phone room. Ability to lift 35+lbs and frequently requires crawling under desks to replace cables, install equipment.
    • Effective interpersonal and relationship building skills.
    • Outstanding customer service skills required.

    Education:

    • High school diploma required, Associates degree or equivalent IT work experience preferred.
    • MCP (Microsoft Certified Professional), A+, N+ certification or equivalent experience required.
    • 1–3 years of related work experience required.

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