IT Support Services Consultant

3 weeks ago


Oak Brook, United States Lockmann Krane International, Inc. Full time

We are seeking “IT Extroverts” to join our growing consulting group

Our mission is to prime our Clients for progress and growth through expert IT consulting.

We are seeking a qualified, experienced Support Services Representative to join our team. Our Support Services Representative provides support to our client base via our Help Desk function. You coordinate user requests, perform light duty diagnostic work, and track department metrics. You also provide project and documentation support in line with department initiatives, company policy, and industry standards. Daily use of our ticketing system and monitoring platform is required.


Requirements:


Education & Experience

  • Associate’s Degree (Bachelor’s Degree in Computer Science, Information Systems or closely related field preferred)
  • 2+ years’ experience in a Level 1 or Level 2 Support / Help Desk role (providing end user support in a corporate setting)


Technical Skills

  • Admin and maintenance of Windows workstations and Office 365 platforms
  • Uses a ticketing system effectively
  • Uses Microsoft Office Suite effectively


Other Skills & Qualifications

  • Demonstrates professionalism in all aspects, particularly in relation to our Core Values: Loyalty, Honesty, Hard Work, and Innovation
  • Excellent analytical reasoning skills
  • Exceptional Client relationship management skills
  • Able to explain benefits of technical solutions and services to both technical and non-technical individuals
  • Takes initiative to resolve issues
  • Able to create effective Client-facing and internal process documentation
  • Exceptional and professional written communication skills, including precise attention to detail (grammar, spelling, punctuation)
  • Excellent verbal communication skills
  • Able to lift 50 pounds unassisted.
  • Valid driver’s license and proof of insurance.


Screening

  • Criminal background check (Federal, National, Local)


Valued Skills & Qualifications (not required)

  • Azure / AAD experience
  • Azure certification
  • Office 365 certification
  • Windows Server
  • Microsoft Exchange
  • N-Able / Solarwinds and its subservices
  • Autotask


Duties and Responsibilities

75% - Help Desk Support

  • Manage requests made by users who contact our help desk, via phone or email, and manage their expectations of resolution
  • Staff the help desk Monday through Friday from 8am to 5pm, and maintain the Support Services ticket queue
  • Coordinate with Director of Support Services, Team Leads, and rest of department regarding queue and status of tickets
  • Adhere to ticket support and client communication protocol
  • Ad hoc involvement in document creation and project support, as requested by Management


15% - Process Improvement

  • Partner with other department members to innovate upon metrics, support, reporting, and technical processes


10% - Professional Development

  • Participate in Company-sponsored development activities and training to further develop your professional skills.
  • Ongoing growth and development of your technical skills in line with the Company’s technology formula to implement the most effective solutions for our Clients.


We proudly offer a competitive benefits package (including BCBS health plans with HRA options, Guardian dental/vision/life plans, 401(k), and dog/cat care discount program), as well as personalized planning strategies to enhance your career path with our growing organization.



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