IT Support Specialist

IT Support Specialist

What we are looking for:

Aldridge Electric is seeking a Support Specialist to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as requiring that the individual give in-person, hands-on help at the desktop level.

Office Location: Libertyville, IL

What you’ll do:

Support essential project duties including:

Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues.

Build rapport and elicit problem details from service desk customers.

Prioritize incidents and service requests according to defined processes to meet defined SLAs.

Escalate incidents with accurate documentation to suitable technicians, when required.

Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.

Use remote tools and diagnostic utilities to aid in troubleshooting.

Research solutions through internal and external knowledgebase as needed.

Identify and learn appropriate software and hardware used and supported by the organization.

Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.

Install antivirus software and ensure virus definitions are up to date.

Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.

Test fixes to ensure an incident has been adequately resolved.

Develop help sheets and FAQ lists for end users.

Contribute to technician knowledge base as needed

Reinforce SLAs to manage end-user expectations.

Provide suggestions for continual improvement.

Maintain an inventory of installed software, managing software licensing, and creating policies and procedures for upgrades.

Work with hardware and software vendors to briefly timely product delivery and ensure that new equipment is installed and ready to operate on schedule.

Analyze and make recommendations for hardware and software standardization.

Create user accounts and manage access control based on company policies.

Who you are:

We are pursuing entry-level candidates with the following qualifications:

Associate degree or completion of coursework at a technical school.

0-2 years of work experience. 

A+ Certification is a plus.

Customer service oriented.

Proactive in anticipating and resolving problems.

Familiarity with PCs running Microsoft’s Windows operating systems and Microsoft Office.

Excellent customer service skills in a challenging and demanding working-class environment.

Ability and willingness to travel throughout the US as required.

Ability to provide services and support in a construction site and maintenance shop environment.

Excellent written and verbal communications skills.

Adaptability and flexibility.

Who we are:Welcome to Aldridge, where we are on a mission to shape a better future through our commitment to excellence, innovation, community, and safety. As a recognized leader in complex infrastructure projects, we have been building and strengthening America's infrastructure for over 70 years. Ranked among the top 20 electrical contractors in the United States, Aldridge has earned its distinguished reputation by upholding a commitment to being Incident and Injury Free.

At Aldridge, we invite you to be a part of our dynamic team, where your skills are not only valued but crucial to our success. As we pursue our vision to be the First Choice for Energy and Transportation infrastructure projects, we welcome fresh perspectives and prioritize teamwork to drive our industry-leading safety, innovation, and execution.

Our culture is rooted in family-centeredness, with third-generation leadership guiding our unwavering spirit of innovation and entrepreneurship. With over 1,500 industry experts dedicated to our vision, we actively contribute to and uplift the communities impacted by our infrastructure projects and our Aldridge family.

Built on collaboration and a commitment to mental wellness, our core values create an unparalleled sense of unity and camaraderie within our organization. Through team-building events, open-door policies, and visible executive presence, we foster an environment where everyone can thrive, innovate, and make a meaningful difference. Join us in building the infrastructure that keeps the world moving and connected – become a part of the A-team to start building and strengthening your career today 

This job-specific task list covers only the most important job duties. Employees assigned to this position title will also perform other occasional work assignments not mentioned above, including temporary assignments, training assignments, and other related duties. Aldridge is an EEO Employer and will recruit, hire, train, and promote persons in all job classifications without regard to race, color, national origin, age, religion, disability status, gender, sexual orientation, gender identity, genetic information, veteran status, marital status, or any other characteristic protected by law.

What we are looking for:

Aldridge Electric is seeking a Support Specialist to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as requiring that the individual give in-person, hands-on help at the desktop level.

Office Location: Libertyville, IL

What you’ll do:

Support essential project duties including:

Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues.

Build rapport and elicit problem details from service desk customers.

Prioritize incidents and service requests according to defined processes to meet defined SLAs.

Escalate incidents with accurate documentation to suitable technicians, when required.

Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.

Use remote tools and diagnostic utilities to aid in troubleshooting.

Research solutions through internal and external knowledgebase as needed.

Identify and learn appropriate software and hardware used and supported by the organization.

Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.

Install antivirus software and ensure virus definitions are up to date.

Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.

Test fixes to ensure an incident has been adequately resolved.

Develop help sheets and FAQ lists for end users.

Contribute to technician knowledge base as needed

Reinforce SLAs to manage end-user expectations.

Provide suggestions for continual improvement.

Maintain an inventory of installed software, managing software licensing, and creating policies and procedures for upgrades.

Work with hardware and software vendors to briefly timely product delivery and ensure that new equipment is installed and ready to operate on schedule.

Analyze and make recommendations for hardware and software standardization.

Create user accounts and manage access control based on company policies.

Who you are:

We are pursuing entry-level candidates with the following qualifications:

Associate degree or completion of coursework at a technical school.

0-2 years of work experience. 

A+ Certification is a plus.

Customer service oriented.

Proactive in anticipating and resolving problems.

Familiarity with PCs running Microsoft’s Windows operating systems and Microsoft Office.

Excellent customer service skills in a challenging and demanding working-class environment.

Ability and willingness to travel throughout the US as required.

Ability to provide services and support in a construction site and maintenance shop environment.

Excellent written and verbal communications skills.

Adaptability and flexibility.

Who we are:Welcome to Aldridge, where we are on a mission to shape a better future through our commitment to excellence, innovation, community, and safety. As a recognized leader in complex infrastructure projects, we have been building and strengthening America's infrastructure for over 70 years. Ranked among the top 20 electrical contractors in the United States, Aldridge has earned its distinguished reputation by upholding a commitment to being Incident and Injury Free.

At Aldridge, we invite you to be a part of our dynamic team, where your skills are not only valued but crucial to our success. As we pursue our vision to be the First Choice for Energy and Transportation infrastructure projects, we welcome fresh perspectives and prioritize teamwork to drive our industry-leading safety, innovation, and execution.

Our culture is rooted in family-centeredness, with third-generation leadership guiding our unwavering spirit of innovation and entrepreneurship. With over 1,500 industry experts dedicated to our vision, we actively contribute to and uplift the communities impacted by our infrastructure projects and our Aldridge family.

Built on collaboration and a commitment to mental wellness, our core values create an unparalleled sense of unity and camaraderie within our organization. Through team-building events, open-door policies, and visible executive presence, we foster an environment where everyone can thrive, innovate, and make a meaningful difference. Join us in building the infrastructure that keeps the world moving and connected – become a part of the A-team to start building and strengthening your career today 

This job-specific task list covers only the most important job duties. Employees assigned to this position title will also perform other occasional work assignments not mentioned above, including temporary assignments, training assignments, and other related duties. Aldridge is an EEO Employer and will recruit, hire, train, and promote persons in all job classifications without regard to race, color, national origin, age, religion, disability status, gender, sexual orientation, gender identity, genetic information, veteran status, marital status, or any other characteristic protected by law.

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