The candidate should be willing to travel/work out of the Client's office in downtown Chicago (100% onsite) Near Navy Pier
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.
US Citizen or Permanent Resident only.
Seniority level
Entry level
Employment type
Contract
Job function
Information Technology
Industries
IT Services and IT Consulting
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