IT Systems Technical Support Specialist I

| Chicago

Summary
The IT Systems Technical Support Specialist I provides technical support to users by researching and answering questions and troubleshooting / resolving problems. They improve client references by writing and maintaining documentation and improve system performance by proactively identifying problems and recommending changes.

 

Responsibilities
• Determine problem definition, research and resolution of Level 1 complexity and assists with Level 2.
• Coordinate problem-handling process for the information technology department
• Manage and update pending user’s requests using help-desk tracking system
• Escalate issues based on complexity and priority
• Perform administrative tasks involved with creation, deletion and changes in user’s network accounts
• Provide feedback to the team leader on key issues that affect IT services availability
• Advise users on system outages
• Be available for after-hours support/on-call when required
• Assist network/system engineers (when needed) with maintenance and troubleshooting by providing local on-site presence with direction from the engineers
• Install, configure and troubleshoot the following software products; Microsoft (MS) Office Suite, MS Windows 7/10, MS Active Directory, Email/O365, Anti-Virus products, Anti-SPAM products, and Remote Access methods (RDP, LogMeIn Rescue)
• Administer Microsoft Active Directory, Office365, S2 Security, and AWS Connect call-system
• Troubleshoot network and voice connectivity issues (with guidance from engineers)
• Troubleshoot printer and copier connectivity issues as well as monitor toner levels
• Configure and troubleshoot mobile devices, iPhone, Android
• Foster a positive team environment
• Ensure confidentiality of internal and external data
• Perform ad-hoc projects
• Teamwork - Proficient
• Relationships - Proficient
• Negotiation – Proficient
• Organizational Awareness – Proficient
• Learning Agility - Proficient
• Analysis - Proficient
• Problem Solving - Proficient
• Process Orientation - Proficient
• Prioritization - Proficient

 

Role Specific Skills
• Computer Skills: Proficiencies in: Microsoft Word, Excel, PowerPoint, Outlook preferred
• Strong technical background on PC compatible type of hardware and peripherals
• Macintosh (Mac) support experience is a plus but not required
• Working knowledge of mobile devices; iPhone and Android
• Working knowledge of basic networking: Ethernet, TCP/IP, DHCP, and DNS
• System Experience with Microsoft products; Windows 7/10, Office 2013/2016, Active Directory, O365 preferred

 

Qualifications


Minimum Qualifications
• Undergraduate degree in Information Technology / Information System / Computer Science preferred.
• Able to work quickly and efficiently with a strong focus on achieving tasks.
• Proficient in soft skills and with a strong customer service focus
• 2+ years of experience in IT Technical Support field
___________________________________________________________________________________
Please note, this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities, and schedule may change at any time with or without notice.


SMS Assist is an Equal Opportunity Employer (EOE) that welcomes and encourages all applicants to apply regardless of age, race, color, religion, sex, sexual orientation, gender identify and/or expression, national origin, disability, veteran status,

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Technology we use

  • Product
  • Sales & Marketing
    • AsanaManagement
    • JIRAManagement
    • HubSpotCRM
    • SalesforceCRM

Location

875 North Michigan Avenue , Chicago, IL 60611
How SMS Assist is Building Tech to 'Fix the Business of Fixing Things'
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What are SMS Assist Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Team workouts
SMS Assist's team fitness initiatives include In-office yoga, in-office fitness classes, and sponsored race teams.
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Happy Hours
Happy hours are hosted At team's discretion.
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Promote from within

Additional Perks + Benefits

Competitive Salary. Flexible Spending Plans. Prescription Drug Program. Free Fitness Center membership.

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