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Technical Support Specialist

2 months ago

Franklin Park, Illinois, United States The Hill Group Full time
Position Overview

Salary: Competitive

General Summary: The IT Support Technician is accountable for delivering technical support and assistance concerning laptops, mobile devices, tablets, and software applications. This role involves responding to requests through a ticketing system, managing the setup and deployment of new equipment, overseeing a fleet of mobile assets, and providing user training on software functionalities.

Key Responsibilities:

  • Offer technical support for incoming requests and issues related to PCs, laptops, software, hardware, printers, and mobile devices.
  • Address user requests in person or via phone communication.
  • Contribute to the development of knowledge base articles and training documentation.
  • Educate users on the functionality of equipment.
  • Respond to ticket system inquiries from users seeking assistance.
  • Engage users with targeted questions to identify the nature of their issues.
  • Guide users through troubleshooting processes when resolving issues remotely.
  • Install, modify, and repair computer hardware and software as needed.
  • Conduct routine maintenance on laptops, printers, and mobile devices.
  • Utilize diagnostic tools to troubleshoot and resolve technical problems.
  • Address basic issues with Local Area Networks (LAN) and Wide Area Networks (WAN), escalating to the Network Administrator when necessary.
  • Install peripherals for user systems.
  • Perform additional duties as assigned.

Required Knowledge:

  • Proficient in Microsoft Windows 10 and 11
  • Familiarity with Microsoft Office 365, Intune, and Azure Portal
  • Experience with iOS and Android mobile device support
  • Understanding of firmware, BIOS, and drivers for various devices

Must demonstrate the ability to effectively research and resolve compatibility issues between hardware and software.

Educational Qualifications:

  • Associate's Degree in Information Technology or equivalent training/experience
  • Strong aptitude for technology
  • Excellent computer proficiency
  • Prior experience in Help Desk Support is preferred

Professional Skills:

  • Ability to work both independently and collaboratively
  • Strong communication skills, both written and verbal
  • Effective organizational, multitasking, and time management abilities
  • Minimum of 2 years experience in a similar role

Work Schedule: Standard business hours, Monday through Friday.

Employment Status: Non-Exempt, Hourly