IT- Technology Support Analyst


$17.00 to $17.00 per hour


Schaumburg, IL

Date Posted:

September 20, 2017

Employment Type:


Job Reference:


Staffing Area:

Technology & IT

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
This position will serve as Technician, IT Service Desk, focusing on the day-to-day operations of the IT Service Desk team in a dynamic, fast-paced, 100% phone support in a call center type of environment. The preferred candidate will have strong knowledge of desktop, server and network technologies and will have experience supporting the activities of a Help Desk team, which provides a single point of contact for internal end users. This position will require the ability to drive best practices and to implement procedures to ensure that service levels are met every day.
Works closely with end-user groups to ensure operational stability and that supported technologies meet the practical needs of the company.
This position is responsible for answering all incoming calls and Service Desk emails from internal end users/clients in a timely manner and entering appropriate and usable data into the Service Desk ticketing system. Provide expert insights into general support issues, enforce quality of service guidelines for dealing with clients, efficiently resolve and troubleshoot problems, provide assistance to internal customers related to various system issues by clearly communicating technical solutions in a user friendly and professional manner. This includes advanced trouble-shooting, prioritizing, and completion of assigned incidents in a timely manner. Escalate complex issues to the Enterprise Desktop Support technicians. The successful candidate must have a strong customer service approach, great follow-up skills, PC troubleshooting skills, and a strong desire to help others in a fast-paced and challenging environment. Previous experience in Service Desk role skills is a plus.
Troubleshooting - Use tools such as the ServiceNow, IBM Sametime, Citrix, VDI, ARS and LogMeIn Rescue for problem resolution. Interpret, analyze, diagnose, document, and resolve first level customer service problems related to internal supported hardware and software, within first call. Solve intermediate to complex questions and problems related to application software, operating systems, and viruses and/or malware. Research support issues when resolutions are not readily attainable by checking available resources including, but not limited to: ServiceNow ticketing system, internal websites, software manuals, and other team members. Install, diagnose, and resolve level 1 problems for hardware, peripheral, and software systems.
Communications - Communicate resolution status proactively to ensure customer timeframe expectations are met or exceeded. Properly documents all cases in accordance with Service Desk standards.
- Identify, research, and assist team to resolve complex technical problems.
- Creates and manages escalation procedures and ensures service levels are being met.
- Documents, tracks, and identifies trending problems and escalates issues accordingly.
- Work closely with internal IT Infrastructure teams to resolve issues and transfer knowledge.
- Builds relationship with key user and operation groups to identify and resolve business issues.
- Responsible for ensuring excellent customer and end user experience.
- Identify and drive process improvement initiatives.
Knowledge, Skills, and Abilities (including Core Competencies)
- A+ Certification or equivalent expertise demonstrated through prior work experience
- Experience in customer service and computer support in a progressive technology environment
- Ability to handle a large call volume while maintaining superior telephone and customer service skills
- Flexibility to accommodate Service Desk's hours of operations, alternating weekend coverage
- Strong written and verbal communication, interpersonal, and customer-service skills through multiple mediums: instant message, email and ticket reporting/notes
- Ability to prioritize work and work accurately under pressure of deadlines with frequent interruptions
- Ability to use analytical and decision-making skills to offer options and resolve problems in a variety of contexts
- Communicates and collaborates effectively with peers and supervisor, acting as a resource
- Ability to work effectively communicate with diverse groups of people at various levels within a professional, global organization
- Experience with Active Directory, SCCM (Microsoft System Configuration Center Manager) is a plus
- Understanding of the technology organization and / or business and technology
- Excellent problem solving / analytical skills and knowledge of analytical tools
- Excellent written and verbal communication skills that enable the communication of complex, technical information to team members, management, and business partners
- Candidates that have experience in IT support but do not have a degree will also be considered.
Education and Experience
- 1-3 years of experience with functional and technical aspects of IT support services and related solutions, capabilities and technologies
- Significant experience in the following IT infrastructure concepts and solutions:
o Knowledge of ITIL best practices
o Experience in a technical support/help desk environment
o Desktop/Server platforms (Dell, HP, Lenovo, Cisco)
o Compute platforms (Cisco Unified Computing System, Dell, IBM)
o Call Center Telephony platforms (Avaya)
o Messaging Infrastructure (Microsoft Exchange)
Resource Type
IT Contractor
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