Technical Support Representative

Chicago, IL, US • Posted 1 day ago • Updated 1 day ago

Contract W2

No Travel Required

On-site

Depends on Experience

Fitment

Dice Job Match Score™

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Job Details

Skills

Technical Support Representative
Service desk analyst
Desktop support analyst
desktop Technician
MDM
Azure
AWS
ServiceNow
active directory
customer service experience

Summary

Position: Technical Support Representative (Level 1)

Openings: 1

Location: Chicago IL

Duration: 1 year-longer term contract

Visa Restrictions: no

Interview Process:

-1st round-Virtual Teams with HM

-2nd round- Virtual with Teir 2

-Final round-two Directors

Notes from Call:

ServiceNow experience and active directory
tier 1 knowledge, not seeking Teir 2 candidates (risk of boredom/overqualification)
Understand of Azure or AWS Virtual environment (no physical environment)
Experience working tickets end-end and resolving issues at a Teir 1 level
MDM, including activating devices and setting up email on phones
Strong Customer Service experience
Ability to ramp up quickly
Working in a Windows environment
Troubleshooting

Technical Support Representative (Level 1):

The Technical Support Representative helps ensure proper systems operation so that end users can accomplish business tasks. The individual applies analytical and problem-solving skills to help identify, communicate, and resolve system issues. The individual will work with IT and business partners to ensure expectations are reasonably set and met. Collaborate with staff to ensure smooth and reliable operation of software and systems for fulfilling business objectives and processes.

Promote a culture of continuous improvement.
Assist with software releases and rollouts and communicate to end users about status and project conditions.
Perform software improvements and upgrades.
Perform code deployments and releases.
Work with team to accurately forecast timing and efforts of work.
Complete all tasks with a focus on quality.
Meet or exceed established SLOs Provide guidance to less experienced members of the team.
Collaborate directly with different areas of IT and the business in order to provide solutions for the Bank.
Build rapport and elicit problem details from customers.
Provide timely reports on the status of projects as well as any unforeseen issues to management and to business units. Comply with all assigned administrative and operational tasks.
Apply diagnostic utilities to aid in troubleshooting. Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution. Works to promote an understanding of business process and business requirements with technical staff.
Identify and learn appropriate software and hardware used and supported by the organization.
Test fixes to ensure problems have been adequately resolved.
Adhere to established policies, standards and procedures for ensuring the security and integrity of the Bank systems and data.
Provide on-call support of Bank applications.
Other duties as required. Knowledge of Agile methodologies, including Scrum and Kanban. Knowledge of cross functional team models.
Experience with desktop and server operating systems, including MS Windows server and MS Office products.
Experience with IT troubleshooting principles and techniques.
Strong written and oral communication skills.
Strong interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
Strong technical writing skills.
Ability to conduct research into a wide range of computing issues as required, absorb and retain information quickly, and to present ideas in user-friendly language.
Proven analytical and problem-solving abilities.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Exceptional customer service orientation.
Experience working in a team-oriented, collaborative environment.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 91132487
Position Id: 8857045
Posted 1 day ago

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Technical Support Representative

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Job Details

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