DESKTOP SUPPORT TECHNICIAN I and II
il y a 11 jours
Chicago
Job Description Job Title: DESKTOP SUPPORT TECHNICIAN I and II Job Description: Provide front-line phone support and on-site assistance to ensure that all computers are fully operational. Assign and track trouble requests to ensure they are completed properly and on time. Write user-friendly documentation, user guides, and procedures. Recommend hardware and software that meet specific user needs and regional requirements. Create instructional materials on computing topics like remote connectivity, operating systems, spreadsheets, word processing, and databases. Collaborate with staff on specific individual projects. Help fellow computer services staff with any questions or issues related to computers. Explore and analyze new and emerging technologies applicable to the regional environment. Work independently and perform other duties as assigned. Essential Functions: • Adhere to the established operating procedures and suggest any areas for improvement., • Ensure high standards for responses, resolutions, and documentation to achieve customer satisfaction., • Read and understand the current IT Support Services Performance Work Statement., • Identify and resolve software and hardware issues using ITIL best practices., • Act as the primary point of contact for users in the region., • Offer comprehensive and polite customer service through phone, email, or in-person requests., • Present a dedicated, ethical, and friendly image to users in the region., • Be prepared to help users with IT-related issues when needed., • Conduct desktop visits as needed to address and resolve trouble requests., • Monitor, prioritize, and record requests using a ticketing system., • Set up and configure new computers and other IT equipment., • Repair and upgrade various types of computers, focusing on both software and hardware aspects., • Identify issues and perform repairs on printers, copiers, and scanners., • Oversee and manage IT supplies and equipment., • Ensure all equipment provided to users is clean and in working order., • Research and learn about new software in the market that relates to the organization’s functions., • Identify and remove malware or virus threats using approved utilities., • Staff the designated location around the clock or as needed during significant events., • Ensure that all work performed meets agency standards for compliance and quality., • Communicate relevant advances in computer application software and usage techniques., • Maintain an inventory of computing software., • Assist as needed. Public/Professional Activities: Stay updated with current ITIL practices and advancements in computing technology. Attend local, regional, or national conferences and forums on service management and computer usage as necessary. Knowledge, skills, abilities: • Thorough knowledge of Windows-compatible hardware, software, and operating systems, along with an extensive understanding of application software, including email, word processing, spreadsheets, databases, desktop publishing, and web applications., • Deep knowledge of personal computer support and user consulting methods, combined with expertise in office practices, administration, and report writing, truly empowers us. Strong analytical skills to identify challenges and think critically, ensuring effective solutions., • The ability to communicate computer concepts to all levels of users; read and write at a level appropriate to the duties of this position; and adjust to change (i.e., work environment, technology)., • Excellent interpersonal skills and a demonstrated ability to establish and maintain cooperative working relationships with a diverse population of contractors, staff, interns, and others., • Must function cooperatively and productively as a member of a unit; work independently with minimal supervision; possess demonstrated ability to learn and implement new technologies quickly and to maintain currency with technical changes; possess organizational and leadership skills., • Preference will be given to candidates with proven experience in supporting users within a networked environment. Qualifications: • The position requires knowledge and skills typically acquired through a two-year college degree in computer science, information systems, educational technology, communications, or a related IT field. Relevant certifications such as CompTIA A+ and/or Microsoft Certified Desktop Support Technician are preferred., • ITIL Foundations certification is a plus, though not mandatory., • Candidates should have at least (2) two years of full-time experience in providing technical computer support for Level 1 and (5) five years for Level II., • Experience with Windows 11, Outlook, ServiceNow, and Active Directory is preferred., • A thorough understanding of PC hardware, software, and operating systems is essential., • Additionally, applicants should possess a broad knowledge of application software, including email systems, word processing, spreadsheets, databases, desktop publishing, and web applications. Helpdesk Hours of Operation: Monday through Friday, 6:15AM – 5:00 PM Expected Hours/day: 8 Reports to: Helpdesk Manager and/or Site Manager Coordinates with: Site Manager, LAN Administrators, Helpdesk Manager, and Desktop Technicians Company DescriptionOur mission is to empower our clients to achieve sustainable success through efficient, cost-effective, and scalable solutions that drive significant performance improvements. We believe in delivering value-driven results and fostering a culture that attracts and retains top talent to provide scalable, adaptable services.Our mission is to empower our clients to achieve sustainable success through efficient, cost-effective, and scalable solutions that drive significant performance improvements. We believe in delivering value-driven results and fostering a culture that attracts and retains top talent to provide scalable, adaptable services.