Deskside Support Technician

Tracking Code

1551-626

Job Description

Deskside Support Technician

You will report to the Deskside Support Team Lead.

 

Our Deskside Support team:

This team provides efficient and friendly technical support for our employees and customers, both in the office and working remotely. You are expected to have an aptitude for working with applications and systems to undertake analysis, diagnosis and resolution of issues, which may range from straightforward to more complicated technical issues. Additionally, we also perform a range of administration and asset management duties.

 

What do we believe in?

Great customer service, efficiency, multi-tasking, ownership, growth and dedication.

 

As a Deskside Support Tech you will:

• Be the first line of defense and act as a single point of contact for user requests regarding technical issues and questions
• Receive, log and manage tickets from users via walk-ins and tickets
• Maintain an asset database and track changes
• Troubleshoot technical problems from software to hardware, such as iPhones, iPads, Android devices, Laptops, Desktops and Printers
• Troubleshoot basic network issues
• Escalate unresolved issues to internal teams
• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
• Adhere to all service level agreements
• Publish knowledge base articles to assist users with basic “self-help” troubleshooting and basic information
• Arrange for external vendor support where problems cannot be resolved in house, such as printer issues or hardware repair

 

 You’re right for this job if you:

• are a self-motivated achiever with a “can-do” attitude who gains satisfaction from providing excellent customer service
• have excellent organizational and communication skills
• have excellent incident management skills, including managing business expectations
• have 1-5 years prior IT Help Desk and/or Call Center experience
• have basic User & Security Group Active Directory administration
• have strong knowledge of Microsoft-based operating systems with emphasis on Windows 7 and Office 2010
• have a basic understanding of Microsoft, Apple or Linux operating systems

 

Kudos to you if:

• You have an A+ or ITIL certification
• You have experience using SCCM to manage an environment
• You have basic LDAP administration
• have some experience using command line

Job Location

Chicago, Illinois, United States

Position Type

Full-Time/Regular