Technical Support Expert
2 months ago
We are seeking a highly skilled IT Support Specialist to join our team at the Metropolitan Water Reclamation District of Greater Chicago. As an IT Support Specialist, you will be responsible for providing technical support and maintenance for our computer systems and hardware.
Key Responsibilities- Provide first and second-level support for software and hardware issues.
- Offer technical advice, guidance, and informal training to customers using computer hardware and software programs.
- Troubleshoot equipment problems and restore service by analyzing, identifying, and diagnosing faults and symptoms using established processes and procedures.
- Perform root cause analysis and develop checklists for typical problems; recommend procedures and controls for prevention of common problems.
- Maintain knowledge database and call tracking database to enhance quality of problem resolutions.
- Work in a team setting, sharing information and assisting others with calls.
- Recommend and/or provide training for staff and end-users in standard software applications.
- Provide after-hours and weekend support when required.
- Perform other duties as assigned.
To be successful in this role, you will need:
- Graduation from a standard senior high school or the equivalent and three years of experience supporting a variety of computer applications and hardware.
- Knowledge of basic computer hardware and software.
- Knowledge of the procedures and practices for installing software patches and updates on desktops and laptops.
- Customer service skills and dedication to customer satisfaction.
- Ability to assist with and troubleshoot mobile devices.
- Ability to troubleshoot moderately complex hardware issues and replace hardware on desktops, laptops, and telecommunication equipment.
- Ability to troubleshoot moderately complex network, software, and printing problems.
- Ability to complete tasks on time.
We also welcome applicants with:
- Graduation from a four-year accredited college or university majoring in information technology, computer science, or a closely related field.
- ITIL Foundations certification.
This position requires fluency in English.
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