IT Support Technician

DivIHN (pronounced “divine”) is a CMMI ML3-certified Technology and Talent solutions firm. Driven by a unique Purpose, Culture, and Value Delivery Model, we enable meaningful connections between talented professionals and forward-thinking organizations. Since our formation in 2002, organizations across commercial and public sectors have been trusting us to help build their teams with exceptional temporary and permanent talent. Learn more about the general tasks related to this opportunity below, as well as required skills. Visit us at to learn more and view our open positions. Please apply or call one of us to learn more For further inquiries regarding the following opportunity, please contact one of our Talent Specialists. Arun (224) 507-1264 Vinod at (224) 507-1294 Title: Mid-Level IT Support Technician Location: On-site at Lemont, IL Duration: 6 Months Work Schedule: The contractor is expected to work a standard 40-hour week, 8 hours daily. Monday through Friday, 9:00 AM to 5:30 PM, excluding holidays. Background The Computing, Environment, and Life Sciences (CELS) directorate at the client seeks a motivated and talented technical support individual to provide technical support assistance to its users, particularly for accounts, access, and other Tier-1 support matters. The individual will be a member of the CELS Research Computing teams. Scope The contractor is expected to provide tier-1 technical support for customers with various questions and issues regarding user accounts, access and login to computer systems, and creating documentation to guide customers on how to efficiently use our IT service and computer resources. Objectives Provide technical support for computer systems and users. Tasks and Delivery Responsible for assisting users with the account signup, renewal, and reactivation process for access to resources. Responsible for providing technical support for the usage of macOS and Windows OS computers. Responsible for maintaining macOS computer record enrollments in Apple Business Manager and JAMF Pro. Responsible for providing access to projects, groups, mailing lists, and Slack. Responsible for debugging issues with multi-factor authentication setup. Responsible for improving existing helpdesk service processes where applicable. Responsible for tier-1 point of contact for all user issues, reviewing each ticket and elevating priority by triaging queries to the appropriate SME groups. Responsible for creating documentation related to getting started guides for accounts, project access, and usage of IT services. Responsible for onboarding new users at the facility/directorate. Responsible for assisting with user communication as appropriate. Responsible for updating and tracking customer-reported issues from submission to resolution. Responsible for the fulfillment of IT service catalog requests from customers. Required Knowledge, Skills, and Abilities 2 or more years of experience working in a technical support role providing Tier-1 or Tier-2 support Bachelor's degree in Computer Science, Information Technology, or related field Excellent interpersonal skills and ability to work effectively with a wide range of users and stakeholders Strong verbal and written communication skills Strong testing and troubleshooting skills to identify process bottlenecks Self-starter and a team player Hands-on knowledge using ticketing software (eg. ServiceNow) Some experience working in UNIX/Linux environments Some working knowledge of shell scripting or other coding experience Period of Performance 6 months after the Work Order is awarded. Option to renew in 6-month increments. Technical Direction of Work The contractor will take direction from the CELS IT Service Operations Manager. Government-Furnished PropertyA A macOS laptop computer will be provided to the contractor to fulfill contract requirements. Security Requirements Access to Client Business Information Systems Computer Protection Program The contractor(s) may have root access to government computers and/or Business Information Systems. The contractor(s) shall adhere to all policies and procedures of the client Computer Protection Program, must not bypass any procedures established to protect data, applications, hardware, or communications at client, must maintain a work environment that will satisfy audit, privacy, and protection requirements, and must report any findings of inadequacies to the technical contact and the ClientCyber Security Representative. About us: DivIHN, the 'IT Asset Performance Services' organization, provides Professional Consulting, Custom Projects, and Professional Resource Augmentation services to clients in the Mid-West and beyond. The strategic characteristics of the organization are Standardization, Specialization, and Collaboration. DivIHN is an equal opportunity employer. xhuatnn DivIHN does not and shall not discriminate against any employee or qualified applicant on the basis of race, color, religion (creed), gender, gender expression, age, national origin (ancestry), disability, marital status, sexual orientation, or military status.