at ADRDA INC., dba The Alzheimer's Association in Chicago, Illinois, United States
Job Description
Description
The Tier 1 support Technician serves as the initial contact for IT-related inquiries and concerns, primarily during regular business hours and occasionally providing after-hours support when necessary. Responsibilities include triaging and documenting helpdesk requests, resolving issues at the first point of contact, identifying recurring issues and escalating them as needed to minimize downtime. Additionally, this role involves managing user accounts across different systems such as Active Directory, Google, Microsoft 365, Zoom, and 8x8 Work.
Responsibilities
Essential functions and responsibilities include, but are not limited to:
The primary contact for End-user Support technical support requests via live calls, ticketing system, or walk-up inquiries. Tasks include assessing and prioritizing issues by severity and business impact, as well as responding to and resolving support requests within established service level agreements.
Identifying and troubleshoot Application Support issues related to business applications, systems, and hardware to maintain optimal functionality and performance.
Communicating effectively to convey issue patterns or trends to managers and colleagues to aid in reducing potential end-user downtimes.
Documenting and logging all support interactions with end-users into the ticketing system comprehensively, including technical details and troubleshooting steps taken to resolve each ticket.
Triage user requests to identify and assign requests to the appropriate next-level team(s). If a ticket is escalated or reassigned to another team, ensuring all relevant information from the support request is conveyed is essential.
Efficiently manage Helpdesk requests, tasks, and projects to ensure timely completion and meet team deadlines.
Hands-on experience in managing user accounts utilizing Active Directory, Microsoft 365, Google Admin, and other user management tools. Proficient in assigning appropriate user/group access for applications, file access, and email distribution lists.
Collaborates closely with senior managers and peers to establish plans for future growth and transitions in new technology for the association and its users.
The technician must be available on a 24-hour basis for emergency support as needed, although such instances should be considered abnormal to general operations.
Qualifications
High school diploma or equivalent for required, Associate degree in Computer Science or Management Information Systems, preferred.
3-4+ years working as part of a helpdesk team.
3-4+ years' experience using a helpdesk ticket management system.
Knowledge, Skills and Abilities
Strong customer service-oriented mindset. Maintains composure and professionalism when faced with high-stress or critical situations. Capable of delivering prompt and courteous technical support via phone, remote control, telephone, and chat.
Possesses excellent interpersonal skills, adept at effectively communicating with colleagues and managers to resolve technical issues. Demonstrates a solid understanding of and adherence to standard Helpdesk operating procedures and technical guidelines. Open to receiving constructive feedback as an opportunity for growth and improvement.
Demonstrates proficiency in technology and computer concepts, with a comprehensive understanding of the interconnectedness of devices and systems. Capable of utilizing and troubleshooting basic settings and features of Windows 10/11. Possesses the ability to identify and resolve issues through research and methodical analysis.
Desktop support experience encompassing the installation of applications, configuration of network printers, and troubleshooting mobile applications essential for Association operations. Proficiency in managing a cloud-hosted phone system and performing tasks such as resetting domain passwords via Active Directory and MFA portal. Familiarity with computer management tools and remote access systems to facilitate efficient support services.
Proficiency in utilizing a helpdesk ticket management system to efficiently handle and track user requests. Capable of documenting technical and non-technical information accurately and effectively, ensuring clarity for both technical and non-technical audiences. Skilled in escalating problems according to established policies and procedures to facilitate timely resolution.
The ability to learn and adapt to new technologies is crucial for technicians to stay current and effectively address evolving IT... For full info follow application link.
The Alzheimer’s Association is committed to diversity, equity and inclusion in the workplace and provides consideration for an employment relationship without regard to race, color, religion, sex, sexual orientation, gender expression, gender identity, genetic predisposition, national origin, ethnicity, disability, veteran status, or any other characteristic protected by federal, state or local law.
