Title: Desktop Technician II
Location: Lake County, IL
Duration: 24 Months
Description: Work with the Service Desk, other PC Technicians and Senior Technicians to understand PC support needs. Resolve calls that have been escalated in the Call Tracking system; assume primary responsibility for clients PC support; provide hands-on and remote controlled PC support services; provide expertise on support services when requested by peers and clients. May be required to reload base images on PCs; Lead/participate in Hardware & Software deployments; Follow Hardware and Software procurement usage guidelines; management of printing problems and network printers. Responsible for all work in progress assigned to ensure completion of tasks and proper communications with clients; provide on-call level-2 support; reconcile client demand for services with available resources; record all support activities for proper measurement of work performed. COMPETENCIES: Must enjoy solving a wide variety of problems on a continual basis. Skills and experiences with the use of technology in a business environment, including exposure to Service Desk Support, data networks, and application environments. Experience with customer service functions in PC support; demonstrated exceptional organizational skills; familiarity with Windows operating system; ability to ascertain the criticality of incoming requests; fundamental understanding of Outlook and Office Applications. Ability to translate technical terms into non-technical language; understanding of computer terms and acronyms; Must be able to follow departmental processes and procedures, ability to follow and document resolutions using Knowledge Management tools.
Associates Degree in Computer Science or related discipline: at least two but typically 8+ years of experience in computer support. Excellent customer service, interpersonal, organizational and communication skills; ability to work in a fast paced changing environment.
Are you open to look at candidates willing to relocate? NO
What are the top 3-5 skills requirements should this person have?
What is a nice to have (but not required) regarding skills, requirements, experience, education, or certification? Any MACINTOSH experience a plus
What type of environment is this person working in?
Work Schedule (Define days,# of hours)/ Is Overtime offered or required? If yes, how many hours, what impact to scheduled working hours? M-F 8-5: sometimes OT required/offered
Does this position offer the ability to work remotely on a regular basis or is it an on-site role? If a remote opportunity exists, what are the options (i.e. 1 day remote, 4 days on-site)? This position is onsite but will start of remote due to the pandemic until further notice: US-IL-Lake County