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DATE ADDED: Tue 05/11/2019

Desktop Support Technician

Vernon Hills, IL, US


JOB TYPE: Contract, FullTime

One of our client's in a suburb north of Chicago is looking for an experienced Desktop Support Technician to join their organization. This position is a 6 month contract on a Mon-Fri 8am-5pm schedule.

Role Overview

Reporting to the Manager of Coworker Technology, the Technology Support Technician investigates, diagnoses, and resolves most incidents that are not resolved by the IT Service Desk. This individual assists the IT Service Desk solve basic technical problems and investigates more complex issues escalated to him/her. The Technology Support Technician performs high level local desktop support for onsite personnel as well as remote support using remote control tools. This individual relies on experience and judgment, as well as pre-established processes and procedures to identify, research, and resolve technical issues. The Technology Support Technician documents, tracks and monitors issues escalated to him/her to ensure a timely resolution. They coordinate with management, IT personnel, and vendors as required to address issues related to existing IT systems and implementations of new IT technologies. This individual will collaborate with peers to discuss and identify solutions.

Key Areas of Responsibility

Performs onsite installation or replacement of various hardware and software components.

Performs diagnostic testing and analyzes test results to resolve the issue.

Troubleshoot and resolve trouble tickets related to technical difficulties with hardware, software, and the network.

Triage assigned tier trouble tickets.

Resolve network switch and connectivity issues.

Collaborate with development staff to recreate issues in the test environment.

Verify with the customer that the issue has been resolved and update the ticketing system.

Interface with infrastructure, database, and development personnel.

Communicate the plan, progress, and issues in a timely manner.

Initiates escalation as appropriate to ensure management awareness

Actively contributes to ongoing process improvement.

Ability to complete multiple simultaneous projects in a timely manner.

Determines root cause of problems and identifies workarounds or permanent fixes.

Escalates issues to next Tier support when the issue exceeds their skill set.

Serves as Subject Matter Expert (SME) for IT Coworker Technology support.

Actively participates in end user training by providing materials, conducting training, or attending training in the role of SME.

Maintains IT equipment and supply inventories to ensure critical parts and supplies are in place to maintain systems with limited downtime.Associate degree in computer science or related field desired.

1-3 years of experience in an IT technical support position.

Installing and supporting PCs, laptops, printers, and telecommunication equipment.

Demonstrated experience installing and supporting Mac OSX, Windows 7/10, MS Office/O365, and other desktop related applications.

Experience with Active Directory (creating accounts, changing accounts, adding objects to OUs).

Knowledge of network and server administration and troubleshooting a plus.

Working with VPN technologies.

Knowledge of IT technologies such as Citrix.

Outstanding customer service skills.

Proven ability to keep up to date with the latest IT technologies.

Well-developed communication skills - oral, written, and listening.

Must have excellent interpersonal and motivation skills.

Ability to work independently and in a dynamic environment.

Strong organizational skills and ability to prioritize.

PC Imaging experience is highly preferred.
- provided by Dice