IT Support Specialist

Location: Chicago IL 60606 / 100% onsite

Duration: 6-12+ Months

This person will provide end user technical support and resolve problems related to the use of computer hardware and software. The position requires excellent technical, communication, and interpersonal skills and the ability to provide superior support and service to the end users. Responsible for providing timely and accurate end user support for issues of simple to moderate in scope (desktop/network/production applications, VPN/LAN/WAN, telecommunications, and hardware).

Responsibilities:

• Troubleshoot desktop computer hardware, software, printers, tablets, faxes and phones.
• Setup, configure, install, move, and/or deliver laptop/desktop computer systems and printers while ensuring proper functionality.
• Monitor the helpdesk support ticket queue and analyze, respond to, and resolve end user inquiries. Update tickets with accurate and timely records of work performed and resolution detail.
• Troubleshoot Microsoft Windows, Microsoft Office and other corporate software issues.
• Refresh older systems by applying the corporate PC image and configure based on the role of the end user.
• Install approved software as requested.
• Setup new hire systems, Active Directory accounts and local accounts.
• Ensure that all systems are maintained at current patch levels for operating system, browsers, security and applications.
• Troubleshoot connection issues with LAN/WAN.
• Assist end users working remotely with their technical issues. This will include network connectivity, VPN, laptop issues, and other various IT concerns.
• Report and escalate unresolved high priority problems.
• Develop and maintain proficiency in the use of company-wide standard software.
• Assist users in the operation of laptop/desktop computer hardware, software, and peripheral devices.
• Assist users on the use of VPN and associated security devices, as well as, troubleshoot end user issues related to these technologies.
• Support end user audio/video technologies and collaboration tools.
• Train users on how to use computer hardware and software.

Requirements:   

• 4-6+ years of experience supporting end user computing environments.

• The successful candidate will have expert knowledge in Microsoft desktop Operating Systems, Active Directory, MS Office, Outlook/Exchange.
• Must be familiar with both MAC and PC systems and be capable to systematically troubleshoot and resolve desktop issues and diagnose connectivity issues between the desktop and the network.
• Must be familiar with VPN and wireless technologies.
• MCSE, ACMT, MCP, A+, Network+, MOUS, HDI certifications are all pluses.
• Passionate about providing excellent customer service and follow through to completion
• Excellent problem solving, diagnosis and troubleshooting skills
• Ability to communicate technical issues in non-technical terms
• Ability to work independently and within a team