JOB DESCRIPTION

This is position is responsible for planning and delivery of customer support services including installation, consultation, troubleshooting, user assistance, and training.

JOB DUTIES AND RESPONSIBILITIES

• Provide customer service and technical support to end-users for computer hardware, printers, and software;
• Diagnose, research, and resolve routine end-user issues in a timely manner through established protocol and troubleshooting;
• Provide guidance and explain policies and procedures to end-users;
• Perform backup and recovery operations;
• Train customers on new devices, technologies, and business processes;
• Develop and maintain problem tracking databases;
• Install software on new or existing devices, in accordance with standard procedures;
• Assist in the set-up of new equipment and devices including access to network systems;
• Assist with preventative maintenance within specified guidelines and procedures;
• Assist in the tracking of hardware and software inventory;
• Assist and interact with hardware and software vendors;
• Monitor and perform scheduled hardware and software updates;
• Partner with the IT team to ensure that security software is properly installed on employee computers;
• Provide IT support on implementation or enhancements to the company key operating software;
• Plan and analyze work processes;
• Research and report trends and patterns of problems;
• Manage multiple projects/priorities simultaneously;
• Monitor infrastructure issues and resolve or escalate to higher level IT support;
• Understand employee business needs, and develop, present, and discuss IT solutions and scenarios that solve employee business problems;
• Create detailed recommendations with external IT support and specifications to support business process changes;
• Actively participate in efforts to establish and promote a safe and healthy work environment. Follow policies, programs, and procedures for the reduction and elimination of work related accidents and provide feedback to promote safer work behaviors and conditions.

POSITION SPECIFICATION

For an individual to perform this job successfully, one must be able to perform the duties described above satisfactorily, as well as work closely with Team Members as needed to accomplish the task at hand. The requirements listed below are representative of the knowledge, skill, competency and/or ability required to fulfill these duties. Other duties as assigned.

QUALIFICATIONS & EXPERIENCE

• Associates degree (Higher Education, Higher National Diploma) or equivalent work experience of at least 2 years of the following:
• operating systems support work experience
• office support, call center or phone support work experience
• end-user device support and troubleshooting work experience
• CompTIA A+ Certification and / or Microsoft Certifications
• ITIL certification

SKILLS AND ABILITIES

• Detailed-oriented, team player with an analytical mind, and good problem-solving capabilities;
• Excellent oral and written communication skills;
• Good time management, ability to multi-task, prioritize work and provide timely feed-back to management;
• Self-motivated, self-starter, ability to thrive in a fast-paced, dynamic and demanding environment with a flexible approach towards changing work methods, deadlines and variable workloads;
• Strong planning, organizational and problem-solving skills with attention to detail;
• Ability to work under pressure and to deliver to tight deadlines;
• An advanced understanding of network wiring and TCP-IP and the ability to use such understanding to build and maintain a functional network;
• Ability to listen actively and extract the important information from users;
• Analyzing hardware and software malfunctions to diagnose the root cause of the issue;
• Developing and implementing IT maintenance policies and procedures;
• Communicating and collaborating with other IT Staff to proactively solve problems and improve processes;
• Willing to work additional or irregular hours as needed and allowed by local regulations;
• Ability to work assigned shift and remain awake and alert during assigned shift is required;
• Reporting to work for assigned shift, maintaining a physical presence and performing assigned work for the duration of assigned shift is required;
• Work in accordance with organizational security policies and procedures, understand personal role in safeguarding organizations assets, and take appropriate action to prevent and report any compromises of security within scope of position.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to use hands to finger, handle, or feel and reach with hands and arms. The employee is occasionally required to stand, walk, sit, climb, or balance and stoop, knee, crouch, or crawl.

Job Type: Full-time

Pay: $50,000.00 - $60,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Experience level:

• 2 years

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Freeport, IL 61032: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Help desk: 2 years (Preferred)
• Windows: 2 years (Required)

Work Location: One location

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