Vacancy expired!
- Identify, troubleshoot, research, support and resolve IT issues impacting business partners computing experience
- Deploy, support and maintain a fleet of laptops, workstations, cell phones, desk phones, and handheld devices and peripherals
- Deliver technology support including hardware, software, and telephony support to business partners both hands on and from a centralized facility using remote capabilities and automation tools
- Administer users and computers in Active Directory to ensure users are provisioned to proper security groups and organizational units
- Design, validate, and administer configurations, utilities, software settings, etc. for the local workstation
- Develop and maintain written instructional materials
- Act as a frontline repair resource for computing devices including laptop, desktop, telephony including both enterprise and mobile technology, conference room technology including sound systems and projection systems, and any other device which business partners may deem to be technology
- Provide timely response to all issues, updates business partners on status, solicits additional information, if needed, and performs detailed troubleshooting of issues as appropriate
- Act as a deployment coordinator for all new desktop computing devices including actual deployment and user acceptance testing of those devices
- Provision appropriate accounts for new users
- Walk business partners through problem-solving process
- Manage backlog of issues and provide regular updates to impacted users on open support issues
- Activate an escalation process when a determination is made that an issue requires urgent attention or an incident has been left unattended in queue for an unacceptable period of time
- Follow up with business partners to ensure issue has been resolved to their satisfaction
- Run diagnostic programs to resolve problems
- Monitor requests being submitted via telephone or other electronic medium to ensure timely response to the business partner
- Utilize and maintain the approved ITSM (Information Technology Service Management) tracking software
- Install, test and configure new workstations, peripheral equipment and software
- Perform timely workstation hardware and software upgrades as required
- Ability to be "on-call" on a rotating schedule to include weeknight and weekend schedules
- All other duties required to support the technology within the scope of responsibility for IT Operations assigned by the Senior Manager of IT
- Ability to work independently and as part of a team
- Strong organizational and time management skills
- Accountable, motivated, self-reliant
- Friendly presence and helpful attitude; Strong teamwork and interpersonal skills and ability to work well with others
- Excellent oral and written communication skills
- Exemplary customer service skills, always putting the customer first
- Exceptional problem solving utilizing critical thinking and analytical skills to troubleshoot and resolve issues and challenges
- Ability to provide support over the phone; good phone skills, professional demeanor
- Ability to handle constantly changing flow of traffic; remain productive during slow times supporting strategic objectives as assigned by the Senior Manager of IT
- Must be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations
- Ability to work with or without direct supervision
- Ability to learn quickly
- Proven ability to translate technical jargon and concepts to non-technical users
- High School Diploma or G.E.D. required.
- One year of prior work experience in desktop or technical support required.
- An Associate’s Degree in IT or related field may be considered in lieu of work experience.
- Provide first level support to customers
- Knowledge of Windows 11 and Active Directory
- Basic knowledge of networking, specifically IP protocol
- Provide full support for Microsoft Office and server products
- Proficient with Web browsers, FTP, and email
- Monitor and resolve issues with backup/recovery operations
- Ability to work independently and as part of a team
- Strong organizational and time management skills
- Accountable, motivated, self-reliant.
- Friendly presence and helpful attitude; Strong teamwork and interpersonal skills and ability to work well with others
- Excellent oral and written communication skills
- Exemplary customer service skills, always putting the customer first
- Exceptional problem solving utilizing critical thinking and analytical skills to troubleshoot and resolve issues and challenges
- Ability to provide support over the phone; good phone skills, professional demeanor
- Ability to handle constantly changing flow of traffic; remain productive during slow times supporting strategic objectives as assigned by the Senior Manager of IT
- Must be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations
- Ability to work with or without direct supervision
- Ability to learn quickly
- Proven ability to translate technical jargon and concepts to non-technical users.
- Works in an office environment primarily.
- Works in a power plant or coal mine environment occasionally
- Exposed to a quiet to moderately noisy environment primarily; very noisy and dirty environment occasionally.
- Exposed to industrial safety hazards occasionally.
- Routine business travel.
- ID: #49310144
- State: Illinois Marissa 62257 Marissa USA
- City: Marissa
- Salary: Depends on Experience
- Job type: Contract
- Showed: 2023-02-19
- Deadline: 2023-04-14
- Category: Technical support