Technical Support Analyst

1 week ago

Chicago, Illinois, United States Senior Lifestyle Corporate Office Full time
Job Overview

Company Overview:
At Senior Lifestyle Corporate Office, we are dedicated to enhancing the lives of those we serve through our core values of HEART: Hospitality, Excellence, Appreciation, Respect, and Teamwork.

Position Summary:

The Desktop Support Specialist plays a crucial role in providing technical assistance and support for various computing devices. This position involves collaborating with both internal and external stakeholders to evaluate system requirements and resolve inquiries related to PCs, laptops, tablets, smartphones, servers, and other mobile devices.

Key Responsibilities:
  • Delivering immediate phone support through the call center to address urgent technical inquiries from users.
  • Meticulously logging time spent on tasks within the Service Desk platform to ensure effective tracking and resolution of support requests.
  • Utilizing Intervals for documenting time spent on various assignments and projects, maintaining comprehensive records of work activities.
  • Quickly resolving telecommunications issues to guarantee continuous connectivity and functionality.
  • Engaging with vendors, including internet service providers and bulk TV suppliers, to address technical challenges and coordinate service delivery.
  • Participating in community acquisitions and transitions, providing on-site technical support as needed.
  • Offering first-line assistance for users reaching out to the helpdesk with technical problems, escalating issues as required.
  • Adhering to established Service Level Agreements (SLAs) to ensure timely resolution of daily support tickets and uphold customer satisfaction.
  • Conducting follow-ups with users to confirm their satisfaction with the resolution of technical issues.
  • Collaborating with various teams to restore services, identify and resolve issues, and document all solutions effectively.
  • Supporting and managing systems, including user account management for various web-based tools.
  • Engaging in IT project tasks, which may involve data entry and hardware replacements.
  • Documenting system modifications and escalating significant changes to Tier 3 for approval.
  • Consulting with users to ascertain system needs prior to initiating hardware replacements after troubleshooting.
  • Assisting new hires with initial login procedures and addressing onboarding-related inquiries.
  • Providing support for mobile devices, printers, copiers, and fax machines.
Qualifications:

Education: Minimum of an Associate degree in IT or related field.
Experience: 0-3+ years of experience with various computer technologies and systems, including hardware and software installation and troubleshooting in a desktop environment. Customer service experience is highly valued.
Certifications: Preferred certifications include A+ and Microsoft certifications.
Language Proficiency: Acceptable fluency in English for effective communication.

Technical Skills:

Proficiency in Operating Systems, User Hardware, Office Products, Networking, Server Management, Imaging, mobile device support, and user account management.

Tools:

Experience with Service Desk Plus, TeamViewer, Microsoft Office Suite, Avaya, iOS and Android platforms, HP/Xerox printers, Zoom, eFax, and Active Directory.

Personal Attributes:

Strong communication and organizational skills, excellent decision-making and problem-solving abilities, and a proactive approach to following up with users to ensure satisfaction.

Additional Requirements:

Must have a reliable internet connection and computer setup to provide support. Availability during standard business hours in the Central Time Zone is essential.

Driving Requirements:
This position requires the ability and license to drive an automobile, as driving is an essential function of the role.

Benefits:

Senior Lifestyle offers a comprehensive benefits package to eligible team members, including health, dental, vision, retirement benefits, short-term and long-term disability, and paid time off. All positions are eligible to utilize DailyPay, allowing access to earned wages before the next payday. Proof of COVID-19 vaccination is required unless exempt for medical, religious, or personal reasons.

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