Description

You will provide on-site and remote technical support for hardware, software, and network infrastructure in a downtown Chicago office.

Responsibilities

• Provide 2nd level escalation support to the Tier-1 Service Desk for hardware and software issues.
• Manage, log, and resolve ServiceNow support tickets while adhering to defined SLA requirements.
• Install, troubleshoot, and maintain desktops, laptops, printers, mobile devices, scanners, and VoIP systems.
• Support local and wide area networks, data storage, and Active Directory environments.
• Document detailed break-fix steps and resolutions within the ticket tracking system.
• Collaborate with vendors for hardware and software repairs, replacements, and troubleshooting.
• Assist with new project testing, deployment, and delivery.

Required Skills

• 3+ years of experience in deskside support services.
• Proficiency with Active Directory, including managing OUs, machine accounts, and user accounts.
• Hands-on experience with Windows 10 and Cisco AnyConnect VPN.
• Technical proficiency in macOS setup and troubleshooting.
• Experience supporting Office 2016, Office 2019, and Office 365.
• Knowledge of networking fundamentals including DHCP, TCP/IP protocols, Ping, and LAN connectivity.
• Ability to troubleshoot Wi-Fi issues and patch cabling.
• Experience with Outlook setup and troubleshooting.
• Familiarity with ITIL processes such as Incident, Service Request, Problem, and Change Management.
• Experience using remote tools like MS Configuration Manager or LogMeIn.
• Knowledge of telephony systems, specifically Avaaya IP Office and IX Workplace.

Preferred Skills

• Relevant certifications such as CompTIA or ITIL.
• Associate or College degree.

Key Skills

Education

Any Graduate