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IT Support Specialist

CHICAGO-60612, IL, US
01/15/2020

-

Required Skills

Microsoft Active Directory

Company

Infinity Consulting Solutions, Inc

Experience

Job Description

IT Support Specialist

The IT Support Specialist will deliver excellent technical support with a high degree of customer satisfaction, timeliness, accuracy, and consistency.

This individual will work within a Shared Services model (aka TRC) supporting customers across the country.

The IT Support Specialist will provide solutions to problems to ensure customer productivity.

Other duties include installing and troubleshooting hardware, software, printers, wireless devices and operating system problems for personal computers inside the multiple environments we support.

ESSENTIAL JOB FUNCTIONS:

Research, resolve, and respond to questions received via telephone, self-service, email, voicemail, callbacks, and walk-ups in a timely manner, in accordance with the current IT service level agreements.

Install new and recycled PCs and various hardware upgrade components.

This includes swapping old/new computers for customers in a break fix environment.

Acquire and maintain current knowledge of the relevant hardware and applications used by the customers of the TRC.

Install, configure and troubleshoot network components for all networked personal computers and printers for all companies supported by the TRC.

Perform PC operating system and software installation and performance tuning including, but not limited to, memory optimization, modem configuration and software application settings (standard and custom).

Use Service Now software to create, edit, update and close work order tickets and customer profiles as needed.

Work in conjunction with TRC administrators and other support teams in the resolution of customer and support issues to ensure timely distribution of knowledge and positive impact on customer satisfaction.

Configure, deploy and support company issued mobile devices.

Coordinate disposal of all IT Endpoint related equipment.

Provide enterprise level workstation management including: compatibility testing, update distribution, reporting compliance and troubleshooting.

Identify desktop application and OS vulnerabilities while prioritizing and implementing corrective
measures.

Maintenance and advancement of desktop management services including remote control, software distribution, asset management, and virus protection services.

Maintain "SOE's” (Start Of Employment) and "EOE's” (End Of Employment) of user accounts and endpoints.

Other duties as assigned.

SKILLS, EDUCATION, AND EXPERIENCE:

A Bachelor's degree in Information Systems or more than 5 years of work experience is required.

Ability to self-direct work and resolve severe issues without assistance.

System integration experience and knowledge of Microsoft Active Directory, Exchange, Office 365, Teams,
DOS, Windows Server 20XX, Windows 7/8/10, iOS, Android, Client printers and other copiers is mandatory.

Installation and support experience with MS Office and various assorted software applications is required.

Ability to multi-task in a variety of support roles. Efficient and available to assist all local users and remote traveling users.

Mobile device management and iPhone experience preferred.

Travel required, sometimes at short notice.

Excellent customer service and communication skills are essential.

Encryption (i.e. BitLocker) and VPN client experience preferred.

Must also have the ability to work well with others and individually to complete projects effectively.

Must be able to juggle multiple, competing priorities.

While performing the duties of this job, the employee must regularly lift and/or move up to 50 pounds.

Prefered qualifications

ITIL Foundation or Microsoft certification.