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IT Support Specialist

2 months ago

Lombard, United States TEKsystems Full time

Description:

The IT Support Technician II role is to provide technical support and assistance to end-users of all levels, with a broad variety of software and hardware issues. This position requires a great attitude, above average communication, analytical skills, and problem-solving skills to provide first and second-tier technical support, as well as, the ability to research, resolve and escalate IT issues when necessary.

Responsibilities

• Knowledge of Windows desktop operating systems across computing platforms (laptops, tablets, and desktop computers). Fielding, diagnosing, and troubleshooting incoming customer requests and incidents via the phone and e-mail. (Mac experience a plus)

• Provides support services to both local and offsite customers with technical problems and requests including connectivity, access, computer hardware, operating system, and software application functions.

• Enter all incidents and requests into the Service Desk ticketing system, and update tickets accordingly in a timely fashion

• Provides ticket status updates to management and customers.

• Follows documented operating procedures and customer service guidelines for IT Service Desk support.

• Responsible for user account management in Active Directory and within applications, including adds, changes, and deletions in accordance with defined policies and procedures.

• Strictly adhere to all escalation procedures to ensure all problems are resolved in a timely manner and with the highest level of customer service.

• Perform computer Imaging and coordination of the deployment of new Windows 10 desktops and laptops.

• Support Apple and Android mobile devices for end users.

• Assist with projects and tasks outside of Service Desk Support when needed. Some travel (up to 25%) may be required to troubleshoot, setup and configure infrastructure at multiple locations throughout the US.

• Other duties and responsibilities as assigned.

Requirements

• 3 years’ experience in IT corporate service desk support, Windows OS/Office software and ticketing systems.

• Demonstrated excellent communication, technical and analytical skills

• Experience working with customers possessing varying degrees of technical aptitude. Both at corporate office and remotely.

• Must have excellent communication and interpersonal skills with the ability to build rapport with corporate and off-site users.

• Ability to manage own time and schedule own tasks. Must take the initiative to work efficiently without constant supervision and direction.

• Demonstrated resourcefulness, initiative, and analytical abilities.

• Knowledge of relevant call tracking and ticket management applications.

• Well versed in using and supporting Microsoft Office 365 and Multifactor Authentication. Notably Microsoft Windows, Word, Excel, Outlook, SharePoint, and Teams.

• Solid background and administration in MS Office 365, Active Directory.

• Troubleshoot a variety of hardware, software, and network issues both on-site and utilizing remote tools.

• Practical understanding of Group Policy, Active Directory, DNS and DHCP.

• Knowledge of troubleshooting network connections, printers, share permissions and devices.

• Experience creating and maintaining training documentation, procedures, and knowledge base articles.

• Certifications such as A+, MCP, MCSA, MCSE, MCITP, HDI preferred but not required.

• Understanding of ITSM and ITIL framework a plus but not required.

Skills:

Windows, Active, Directory, Support, Deployment, Imaging, sccm, Windows 10, Desktop, Troubleshooting, Office 365, O365, Install, Ticketing system

Top Skills Details:

Windows,Active,Directory,Support,Deployment,Imaging,sccm,Windows 10,Desktop,Troubleshooting,Office 365,O365,Install,Ticketing system

Additional Skills & Qualifications:

This candidate needs to be well rounded with strong customer service skills. We are lookin for 3+ years of experience supporting enterprise environment working within end user support. As our client looks to merge two existing service desks, this candidate will be taking tickets for remote users and supporting their operating systems within ServiceNow ticketing system.

Experience Level:

Intermediate Level

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.