Technical Support Specialist II

2 weeks ago


Chicago, Illinois, United States Metropolitan Water Reclamation District of Greater Chicago Full time

Job Title: IT Support Analyst II

Company: Metropolitan Water Reclamation District of Greater Chicago

Overview

This position involves providing comprehensive support for computer systems across various facilities within the District. The role includes maintaining hardware, offering software assistance, and addressing intricate service requests related to personal computing devices.

Key Responsibilities

  • Deliver first and second level support for both software and hardware challenges.
  • Offer technical guidance and informal training to users of computer hardware and software applications.
  • Diagnose and resolve equipment issues by analyzing faults and symptoms through established protocols.
  • Conduct root cause analysis and create checklists for common issues; suggest procedures to prevent recurring problems.
  • Maintain a knowledge base and call tracking system to improve the efficiency of problem resolutions.
  • Collaborate within a team environment, sharing insights and assisting colleagues with support requests.
  • Propose and/or deliver training sessions for staff and end-users on standard software tools.

Additional Responsibilities

  • Provide after-hours and weekend support as necessary.
  • Carry out other assigned duties as required.

Work Environment

This role is performed in a standard office setting and necessitates the use of typical office equipment, including computers.

Required Knowledge, Skills, and Abilities

  • Familiarity with fundamental computer hardware and software.
  • Understanding of procedures for installing software updates and patches on desktops and laptops.
  • Strong customer service skills with a commitment to user satisfaction.
  • Ability to assist with and troubleshoot mobile devices effectively.
  • Competence in diagnosing moderately complex hardware issues and replacing components on desktops and laptops.
  • Skill in troubleshooting network, software, and printing issues of moderate complexity.
  • Capability to complete tasks within designated timeframes.

Minimum Qualifications

A high school diploma or equivalent, along with three years of experience in supporting various computer applications and hardware.

Substitution Policy

A degree from an accredited four-year institution in information technology, computer science, or a related field may fully substitute for the required experience. An ITIL Foundations certification may also be considered as a substitute for the experience requirement.

Promotional Criteria

  • One year of service within the District as a Systems Support Specialist II.
  • Civil service status in one of the related classifications.


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