Field IT Technician-Chicago, IL

Field IT Technician

Location: Chicago, IL

Duration:

Rate: DOE

US Citizen, Green Card, Canadian Citizen, H4 EAD and GC-EAD preferred.

Job Description

Top 3 skills required: Strong desktop, network, or telephony (VoIP) services support!

General Summary: Under direct supervision of the Field Team Lead or Manager, this position will play a key role delivering ITS services to end users in the end user's location. These services will be delivered to all campus and some remote locations servicing the University, Medical Center and all other affiliates. This position is responsible for desktop, network, and telephony services. Services include move/add/change (MAC) as well as troubleshooting issues at the end user's location. This is a junior level position and should take direction from senior members of the team. It is expected that this candidate will have working knowledge and experience in one of the following areas: desktop, network, or telephony (VoIP) services support. The candidate must have strong customer service skills. They must have experience with updating tickets and service documentation.

Principal Duties and Responsibilities

70% Operations. Day to day field service operations including:

• Dispatching to customer locations to provide services.
• Updating tickets.
• Project related tasks similar to service requests.

20% Infrastructure. Project and service tasks associated with back end systems.

• Rack and stack infrastructure components
• Basic system configuration and testing
• Documentation updates

10% Administrative.

• Meetings
• Email
• Training

Competencies

• Demonstrated ability to interact professionally with end users.
• Teamwork oriented, with a documented background of success through team interactions
• Demonstrated ability to effectively interact with employees and management
• Excellent verbal and written communication skills and presentation skills
• Experience in problem-solving
• Ability to manage all details for simple projects and meet deadlines

Qualifications

Required:

• College degree in computer sciences or in a related technical area
• Minimum 2 years' experience in one or more of the following IT support roles
  • Desktop support
  • Network support
  • VoIP support
• Experience in a customer service environment.
• Proficiency with Windows and Mac operations and common Office Suite applications.
• Strong oral and written communication skills.
• A valid driver's license.

Preferred:

• Experience supporting voice/data services including VoIP.
• Experience supporting desktop hardware and software
• Layer 2 network experience
• Experience in supporting a University environment.
• Knowledge and experience in ServiceNow or similar service management tools.

Mental Demands: This individual must have:

• Take direction on multiple projects and tasks and follow through with detailed updates
• People skills.

• Be available for minimal travel.
• Must be able to work after hours and on-call as required.

Physical Demands: This position requires site visits to locations will require the person to walk and possibly drive short distances. The candidate should be able to lift carry weights of at least 25 pounds.