at ADRDA INC., dba The Alzheimer's Association in Chicago, Illinois, United States
Job Description
Description
The Tier II Imaging Support Tech will collaborate with the workstation image team to deploy Windows OS and standard applications to Association devices. They are required to work full-time onsite at the Chicago Home Office during regular business hours, with occasional flexibility for abnormal operations. Responsibilities include packaging and shipping workstations and peripherals to Association chapter offices and individuals' home offices, as well as managing returns. Adherence to established processes for documenting asset-related data in the Association's asset management and UEM systems is essential. They will handle requests via the helpdesk ticketing system and process computer and peripheral requests within established SLAs. Additionally, they will share responsibility with the Imaging team for maintaining the integrity, security, and cleanliness of the Imaging Lab.
Responsibilities
Essential functions and responsibilities include, but are not limited to:
End-user Support: Deliver advanced technical assistance to troubleshoot hardware issues for desktop/laptop users, network printers, Ethernet, and Wi-Fi connections, as well as provide computer administration support.
Asset Management: Collaborate closely with department managers to ensure the proper maintenance of equipment and accurate records of inventory, including maintenance, recycling, and reporting.
Workstation Imaging and Application troubleshooting: Possess a strong understanding of the Windows Workstation Imaging environment, which involves building, maintaining, and troubleshooting a customized and branded Windows workstation base image. Proficient in deploying, maintaining, and troubleshooting supported association applications within the workstation environment using deployment tools and scripting.
Assist in upholding the security and hygiene standards of the Imaging lab and the inventory of workstations and peripherals at the Chicago home office.
Install and uninstall hard drives, RAM modules, and other components in workstations. Diagnose and resolve basic hardware and software problems on workstations and peripherals.
Infrastructure Support: Maintains SLA compliance, identifies common issues, and makes recommendations to ensure systems function faster, reliably, and securely. Utilizes the help desk to gather tickets raised by end users, monitors, and tracks them for problem resolution.
Effectively communicates with managers, colleagues, and end users to ensure comprehension of technology usage and troubleshooting needs, promptly escalating any issues or concerns as necessary.
Collaborates closely with manager 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. Certifications in A +, Network + or Security +, would be beneficial.
3-4+ years working as part of a helpdesk team.
3-4+ years' experience using a helpdesk ticket management system.
Knowledge, Skills and Abilities
Solid analytical and problem-solving skills are essential for technicians, along with extensive knowledge of computer hardware, peripherals, and advanced network diagnostic skills. They should have experience deploying a branded Windows OS, applications, and managing Windows Imaging and deployment in an enterprise environment.
Technicians should excel in interpersonal skills to convey technical concepts to non-technical individuals effectively. They must demonstrate proficiency in following standard operating procedures even in challenging situations. Accurate documentation of problem explanations and consistent communication with end users during the resolution process are essential aspects of their role.
The ideal candidate should have experience in Windows desktop operating systems and proficiency in utilizing various applications, including video conference technologies and room solutions. Additionally, familiarity with cloud-hosted phone systems, Microsoft 365, and Google applications is preferred. The technician should demonstrate a strong understanding of IP protocols like TCP/IP, DHCP, and DNS, along with a high-level comprehension of Active Directory and complex networks.
The ideal candidate should have expertise in... 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.
