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Windows Desktop Support - Oak Brook, IL

Company: Request Technology - Anthony Honquest
Pay: $40000.00 - 50000.00 Annually, bonus
Job type: full-time
Category: Information Technology and Services

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Job description



This person will be heading to a client downtown 2-3 days a week and working out of the Oak Brook office the other 2 or 3 days. Candidate will need to be able to head downtown at least 3 days a week though it will probably be 2.

Prestigious Organization is seeking a Windows Desktop Support Engineer. The company is looking for an IT Support Services Consultant who want to increase their skills and grow with our expanding client base in the Chicagoland area. The Support Services Consultant will assist our clients by providing outstanding customer service and end user support to our clients increasing business support requests. We are looking for candidates who are highly energetic and personable, ready to solve the IT challenges, one problem at a time. Every business relies on IT systems in order to serve their customers, and by helping mentor, guide, and resolve daily issues.

Job Description:

The Support Services Consultant is primarily responsible direct end-user support for computer, software, and networking hardware. This includes standardized software systems and other business applications. This support is mostly provided onsite at the client's location, so the candidate must be open to travel up to 50% of the time within the Chicagoland area. This position provides administrative and organizational services supporting the operations of the small to large organizations.

An ideal candidate should be resourceful, and know how to properly problem solve or research to find a solution. The candidate should be able to work mostly with limited supervision and accountable at all time meeting the client's expectations. This candidate should also have the ability to properly communicate and escalate issues if they need assistance. As a member of a team, each person is responsible for documenting solutions and sharing knowledge with their coworkers. This helps each member grow their skills and promotes teamwork plus collaboration amongst the organization.

Position Responsibilities
 
Primary daily responsibilities include: managing technical support incidents and provide functional support and assistance to a local and global user base, following specific processes and guidelines to ensure that tasks are completed consistently and efficiently.- Receive and respond to user inquiries, requests, and escalations via telephone, email, case tracking system professionally and with speed, accuracy and proficiency
- Document activities and resolutions in ticketing system
- Monitor ticketing system and email for notification and internal assistance requests
- Troubleshoot and resolve problems to satisfy requests
- Complete any necessary research and on the job training to resolve incidents in a timely and efficient manner
- Participate in regular quarterly training courses
- Follow up on open tickets to ensure proper response and satisfactory resolution, keep detail oriented documents regarding problems and solutions, and keep the customer updated of the status and resolution times
- Support maintenance of Servers, and other devices when requested
Log all incoming requests in the incident tracking system and document all actions, to include all follow up conversations, troubleshooting steps, and resolution
- Perform field work at customer locations in Chicagoland area (less than 75%)
- Perform other incidental and related duties as required and assigned
- Improve knowledge of, and ability to operate, all technical support tools and technologies
- Provide end user training in small group sessions as well as perform new employee mentoring
- Participate and/or Lead in supporting IT requirements for events such as large conference/departmental meetings or company town halls
- Contribute technical solutions to the IT Knowledge Base
- Participate in projects and initiatives as directed by the Manager of Support Services.


Qualifications:
 
Bachelor Degree in Information Systems, Engineering, or Computer Science

CompTIA A , Network , Microsoft Certified Professional (MCP) or ability to achieve one certification within next 12 months

1 year of previous hardware or software consulting experience plus previous field consulting experience is preferred

Demonstrated knowledge of PC/MAC hardware, software, components and basic troubleshooting, Windows networking, LAN/WAN, DNS, TCP/IP, Active Directory system administration tasks, and mobile devices

Knowledge in the following technologies: Microsoft Windows 7/8.x/10, Office Professional (Outlook, Word, Excel, Access, PowerPoint), VPN and remote access clients, mobile devices, Microsoft Internet Explorer, Adobe Acrobat, Antivirus client software, imaging tools, software distribution tools (System Center Configuration Manager, etc.)

Intermediate knowledge of understanding Microsoft Windows operating systems (server and Workstation)

Intermediate knowledge of understanding Microsoft Office Suite (2013/2016)

Experience working with IP Networking and networking protocols

Experience supporting end user workstations

Basic windows and Linux Scripting

Hands on experience with setting up Linux O/S on Servers

Excellent writing, communication, and interpersonal skills. Technical writing is a plus

Strong Analytical, troubleshooting and problem solving skills


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