at DivIHN Integration, Inc in Hoffman Estates, Illinois, United States
Job Description
For further inquiries regarding the following opportunity, please contact one of our Talent Specialists
Dipankar | 224-507-1264
Lavanya | 224-369-0873
Samreen | 224-303-4454
Sony | 630-847-1417
Title: Computer Support Technician Hybrid
Location: Chicago, IL
Duration: 6 Months
Hybrid - Remote with 1-2 days a week onsite.
Hours: 8:30 am – 5:00 pm Central
Job Description
DSN is seeking a Senior Computer Support Technician. The individual will provide technical guidance to staff, mentors junior staff, participate in Identity and Access Management functions, create, and implement technical configurations, and maintain equipment inventory.
The resource provides Level 2 and Level 3 technical support and problem resolution services, is the escalation point for issues that junior staff are unable to resolve, acts as a key contact between the Information Technology Department and staff, and rapidly solves medium to high complexity technical problems that are interfering with the timely completion of staff’s work.
This resource also takes an active role in ensuring that user accounts are accurately set up and configured and participates in the audit activities related to account management. All activities must be performed with a positive, customer-service-focused approach.
Milestones and Deliverables:
- Provide Service Desk hotline and in person assistance for business partner computer software and hardware problems, including follow up and problem escalation.
- Log work requests in real-time and keep the Knowledge Management database updated to reflect recent requests and solutions.
- Resolve medium to complex technical problems impacting business partners’ ability to perform their day-to-day work in a timely manner.
- Respond to user requests for information in a timely manner.
- Install software on workstation or mobile devices as appropriate.
- Evaluate personal computer software and make recommendations.
- Install, repair and configure computer hardware and mobile devices.
- Schedule and provide business partner training for software, computers, and mobile devices. Training can occur as a group or on a one-to-one basis as needed.
- Perform special projects as assigned. Including off-hour maintenance and upgrades. Overtime and weekend hours as needed.
- Requires the ability to lift, carry, and move materials weighing up to 50 pounds.
- Responsible for equipment deployment.
- Responsible for equipment disposal.
- Responsible for printer maintenance.
- Apply advanced diagnostic techniques to identify problems from recurring, investigate causes; and recommend and implement root-cause solutions.
- Provide support, with a send of urgency, to executives.
- Mentor junior Service Desk staff.
- Participate in the maintenance and execution of Identity and Access Management activities for core infrastructure and enterprise business systems, including account set-up, modification, and disabling. Actively participate in account auditing activities.
- Create, test, and document complex technical configurations including operating systems, mobile device management, and business application configurations.
- Maintain and certify fixed asset equipment inventories.
- Provide matrix reporting on Service Desk ticket activity performance, against established metrics.
- Manage business partner issue escalations.
- Maintain a positive, customer-centric attitude in all interactions with business partners.
Knowledge, Skills, and Abilities:
- Associate Degree in the IT field or equivalent work experience required. Undergraduate degree preferred.
- At least one year of prior professional experience in a customer-facing Computer Support Technician role required, five years preferred up to and including running Service Desk calls on site.
- Must have excellent interpersonal, communication, and problem-solving skills.
- At least one year of prior professional support experience with Microsoft Office and Windows required, three years preferred.
- Microsoft Office Training Certification (MOUS), A+ Hardware and Operating Systems certification preferred.
- Audio Visual support experience preferred.
- Experience investigating and resolving known hardware system vulnerabilities identified by Cyber Security.
- Experience auditing IT assets and updating digital inventory.
