IT Deskside Support Engineer - Chicago IL, (100% Onsite)
Staffing the Universe
IT Deskside Support Engineer
The candidate should be willing to work out of the client's office in downtown Chicago (100% onsite) near Navy Pier. US Citizen or Permanent Resident only.
Responsibilities:
- Provide 2nd level escalation support to the Tier-1 Service Desk.
- Provide remote and on-site troubleshooting for hardware and software support.
- Intake, log, and resolve ServiceNow support tickets and provide desk-side support to the client's staff.
- Install, monitor, troubleshoot, replace, and support desktop infrastructure, end user equipment (terminals, printers/printer consumables, mobile devices, scanners, VOIP phones etc.), local and wide area networks, data storage systems, Active Directory, and other third-party software.
- Document incidents and service requests with detailed break-fix steps and resolution in ticket tracking system (ServiceNow).
- Document, update, and close tickets according to defined service level agreement (SLA) requirements.
- Work with VIP users and knowledge workers, providing high quality professional service at all times.
- Provide assistance and participate on new project(s) testing and deployment/delivery.
- Work with vendors as it pertains to software and hardware troubleshooting, repair, replacement.
Experience:
- Minimum 3-4 years of experience working on deskside support services.
- Proficient with Active Directory know what an OU is and how to manage machine accounts and user accounts (add/delete/update).
- Proficient with WIN 10 and VPN (Cisco Any Connect).
- Proficient in MAC support, MAC/OS (MAC Setup, Troubleshooting).
- Experience in Outlook setup and troubleshooting; Office 2016/Office 2019/O365 end user support; computer back-ups
- Experience in Printer setup and troubleshooting.
- Some experience in network monitoring able to troubleshoot network related outages, connectivity, able to troubleshoot WIFI related issues.
- Knowledge of DHCP, TCP/IP protocols, ping, LAN connection related issues, patch cabling, Windows security (share permissions).
- Some experience in telephony (such as Avaya IP Office, Avaya IX Workplace, Avaya Agent Desktop) setup and troubleshooting.
- Knowledge of ITIL processes (Incident/Service Request/Problem/Change Management)
- Familiarity with remote tools such as MS Configuration Manager, other remote tools (LogMeIn) for troubleshooting.
- Ability to work in a fast-paced environment, multitask, and communicate effectively directly with the users.
Qualifications:
- Associate or college education preferred.
- Relevant certifications are a plus (CompTIA, ITIL etc.)
- Excellent verbal and written communication skills, phone etiquette, customer focused and service oriented, security minded, able to multi-task.
Vacancy posted 8 days ago
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