Technical Support Specialist

2 weeks ago


Chicago, Illinois, United States The Rockridge Group Full time
Job Overview

Position: IT Service Desk Technician

Location: Chicago (Hybrid Work Model)

Contract Duration: 1 Year

Position Summary:

The IT Service Desk Technician will be responsible for addressing moderately complex technical issues across various domains and will handle highly intricate problems in at least one specialized area.

Key Responsibilities:
  • Primarily stationed at the service desk, providing assistance to users via phone.
  • During peak call volumes, may delegate certain issues to desktop support personnel for efficiency.
  • Deliver Level 1 technical support for on-site users and Level 2 support for remote users concerning desktop hardware and software.
  • In high-demand situations, may refer issues to desktop support when users are present.
Qualifications:
  • Preferred Bachelor's Degree.
  • 1 to 5 years of experience in configuring, installing, troubleshooting, and repairing printers, PCs, and laptops.
  • Proficient in providing technical assistance to users both over the phone and in person.
  • Strong technical knowledge of Windows XP, Windows 7, Microsoft Office 2003/2007, and telecommunication systems.
  • Expertise in at least one technical area with a willingness to expand knowledge across multiple IT domains.
  • Solid foundational skills in executing tasks within various IT functions.
  • Moderate proficiency in diagnosing desktop computer issues, both hardware and software.
  • Ability to manage a workload using a ticketing system (e.g., ServiceNow) and call center tools.
  • Availability to work weekends on a rotational basis.


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