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Technical Support Specialist

CHICAGO-60608, IL, US
11/08/2016

-

Required Skills

A+ Certification

Company

Infinity Consulting Solutions, Inc

Experience

Job Description

Overview:

The Technical Support Specialist is responsible for providing Level II technical hardware and software support.

They will facilitate and resolve a wide variety of requests, inquiries and complaints with the use of their extensive technical knowledge of hardware and software.

The Technical Support Specialist will work independently and as part of a team.

Responsibilities:

Assist users to resolve computer related problems such as inoperative hardware or software, including network connections. Resolve customer inquiries efficiently and effectively through the use of active listening and personalizing techniques with a constant focus on service excellence.

Hardware Support functions include, but are not limited to, end user support, desktop support, laptop support, visiting office setups, and mobile device support. Perform computer imaging and post image configurations, preventative maintenance, and basic
printer troubleshooting working with the vendor on repairs.

Software support functions include, but are not limited to, troubleshooting of applications, installation and configuration of software, updates and preventative maintenance, and support of third party applications in coordination with vendors.

Manage the assets that are both deployed and in inventory, maintain accurate Asset records for each user and each piece of equipment. Coordinate and perform Hardware moves, changes and exchanges.

Provide break/fix support for telephones, including handsets, telephone cords and telephone base-units.

Assist with projects such hardware or software upgrades, office moves and special events.

Manage and process Hardware warranty claims and issues, and facilitate warranty repairs with third party vendors.

Document and maintain user request and incident records in IT Service Management System.

Perform other duties as required.

Qualifications:

Qualification Requirements: To perform this job successfully, an individual must be able to perform the Duties and Responsibilities (Duties) above satisfactorily and meet the requirements below.

The requirements listed below are representative of the minimum knowledge, skill, and/or ability required. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions of the job.

Education and/or Experience:

Required:

BA/BS degree or equivalent work experience

Proven success supporting technology and delivering quality customer service in a high performance culture

Experience with windows compatible personal computers and Microsoft Windows 7 and Windows 10

Handheld computer experience, e.g., Blackberries, iOS, Android

Proficiency with Microsoft Office and Citrix

Preferred:

Proficiency with legal specific applications

Law firm experience

Microsoft Office certifications, A+ Certification

Technical understanding of Macs in Mac environment

Other Skills and Abilities:

The following will also be required of the successful candidate:

Strong organizational skills

Strong attention to detail

Good judgment

Strong interpersonal communication skills

Strong analytical and problem solving skills

Able to work harmoniously and effectively with others

Able to preserve confidentiality and exercise discretion

Able to work under pressure

Able to manage multiple projects with competing deadlines and priorities

A self-starter who desires to show ownership and commitment to the job

Ability to demonstrate an overall sense of urgency with daily tasks

Third Party Applications Not Accepted