Tier 1 IT Support Technician

20 hours ago

Park Ridge IL United States Ignite Medical Resorts Full time
Description:

Ignite Medical Resorts is on FIRE and we are GROWING

We are looking for an experienced Tier 1 IT Support Technician to join our team.

If you are a proactive problem-solver with a passion for helping others and a commitment to excellence, we invite you to apply for this exciting opportunity at Ignite Team Partners. Be part of a team that values innovation, collaboration, and professional growth.

Apply Today
Send your resume and cover letter to [email address] with the subject line "Tier 1 IT Support Technician Application.

Position Overview:
The Tier 1 IT Support Technician is essential in providing technical support during regular business hours and emergency after-hours situations. This role involves triaging and logging helpdesk requests, resolving issues on first contact, identifying and escalating patterns of issues to minimize downtime, and managing user accounts across various systems. This position would be an alternating shift hybrid position with alternating months of working 7am to 3:30pm in our office in Park Ridge and 1:30pm to 10pm working from home.

Key Responsibilities:

End-User Support:

Serve as the initial point of contact for technical support requests via live call, ticketing system, email, or walk-up.
Identify and prioritize issues based on severity and business impact.
Respond to and resolve support requests within service level agreements.

Application Support:

Troubleshoot and resolve issues related to business applications, systems, and hardware.

Communication:

Relay issue patterns or trends to managers and colleagues to reduce potential downtime.

Documentation:

Log all support interactions in the ticketing system, detailing technical information and troubleshooting steps.

Ticket Triage:

Escalate tickets to appropriate 2nd tier support staff as necessary.

Availability:

Provide remote after-hours support and alternating holiday coverage as needed.

JAMF MDM:

Manage and troubleshoot mobile devices using JAMF Mobile Device Management (MDM) solutions.
Ensure proper configuration and deployment of applications, policies, and updates to mobile devices through JAMF.

Qualifications:

Education:

Required: High School Diploma or equivalent.
Preferred: Associate degree in Computer Science or Management Information Systems.

Certifications:

Beneficial: A+ or customer support certifications.

Experience:

1-2+ years as part of a helpdesk team.
1-2+ years using a helpdesk ticket management system.
Experience with JAMF MDM solutions.

Knowledge, Skills, and Abilities:

Customer Service:

Strong customer service orientation, remaining calm and professional in high-stress situations.
Provide prompt and courteous technical support via phone, remote control, and chat.

Interpersonal Skills:

Excellent communication skills to collaborate with colleagues and managers.
Ability to follow standard Helpdesk operating procedures and technical guides.
Openness to constructive feedback and continuous improvement.

Technical Proficiency:

Understanding of technology and computer concepts, including how devices and systems interconnect.
Knowledge of Windows 10/11 and fundamental settings/features troubleshooting.
Problem-solving skills through research and methodical analysis.

Desktop Support:

Experience with installing applications, adding network printers, and troubleshooting mobile applications.
Ability to perform domain password resets via Active Directory and MFA portal.
Familiarity with computer management tools and remote access systems.

Helpdesk Systems:

Proficient in using a helpdesk ticket management system.
Ability to document and read/write technical and non-technical material.
Follow proper policies and procedures for problem escalation.

Adaptability:

Willingness to learn and adapt to new technologies in an evolving environment.

Ignite Medical Resorts is an equal opportunity employer.

Requirements:

Experience:

1-2+ years as part of a helpdesk team.
1-2+ years using a helpdesk ticket management system.
Experience with JAMF MDM solutions.

Knowledge, Skills, and Abilities:

Customer Service:

Strong customer service orientation, remaining calm and professional in high-stress situations.
Provide prompt and courteous technical support via phone, remote control, and chat.

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