Description

Reporting in to the Director of Infrastructure, the IT Support Analyst at Syndigo will provide first line of support to inbound requests via phone, email, and in-person support.  The role will require expertise in both Windows and Mac hardware and software, knowledge of Office 365, and basic networking and desktop troubleshooting skills.  The IT Support Analyst will need to provide effective and positive interactions with internal staff and vendors, document all incidents and requests using a service desk tool, and be able to work with minimal direction. 

Role will be based in Syndigo’s office in downtown Chicago, and will require minimal travel to Syndigo’s office in Lisle (5%)

Responsibilities:

• Answers phone support line for IT Service Desk for initial first call resolution of incidents/requests.
• Works daily with a service desk solution involving ticketing/incident management software and resolving issues within set SLO/SLA timeframes.
• Provides hands-on desktop support of all hardware/software located in office.
• Provides desktop/application phone support for all users located in multiple states.
• Approaches customers with positive attitude regardless of issue on repeated issues with customer.
• Able to document in detail a process from start to finish so that it could be transitioned to other team members and repeated successfully by others.
• Diagnoses and resolves end-user network/local printer problems, PC hardware problems, e-mail, Internet, client VPN and other network connectivity problems.
• Coordinates timely repair of PC and phone equipment covered by 3^rd party vendor maintenance agreements.
• Performs minor desktop hardware repair for computer equipment and peripherals not covered by 3^rd party vendor maintenance agreements.
• Complies with change control process when implementing hardware/software changes.
• Responsible for timely resolution of issues.

Required Qualifications:

• Hands-on experience with Windows 10 and the latest version of Mac OS.
• Demonstrates exceptional hands-on and phone customer service skills allowing for a positive customer service experience with end-users/customers involving each IT Service Desk request/incident handled.
• Basic troubleshooting skills of PC issues including Windows 10, Microsoft Office 365 (including Outlook, Teams, etc) and desktop/laptop network connectivity issues.

• High School Diploma.
• Verbally communicates effectively with team and customers.
• Individual should be capable of lifting 50 lbs.

The following would be considered a plus:

• Strong interest in technology trends and industry.
• SMB networking devices (firewalls/switches/routers/wireless access point) experience a strong plus.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.