End User Support Technician

at Ensono in Downers Grove, Illinois, United States

Job Description

End User Support TechnicianDowners Grove, ILJR010547

At Ensono, our Purpose is to be a relentless ally, disrupting the status quo and unleashing our clients to Do Great Things ! We enable our clients to achieve key business outcomes that reshape how our world runs. As an expert technology adviser and managed service provider with cross-platform certifications, Ensono empowers our clients to keep up with continuous change and embrace innovation.

We can Do Great Things because we have great Associates. The Ensono Core Values unify our diverse talents and are woven into how we do business. These five traits are the key to achieving our purpose.

Honesty

Reliability

Curiosity

Collaboration

Passion

About the role and what you’ll be doing:

The End User Support Technician independently plans, installs, integrates, and validates systems software and hardware solutions. Serves as a resource to less experienced team members on escalated issues of a routine nature. Acquires and applies broad knowledge of Ensono, its services and processes. Resolves issues and navigates obstacles to deliver work product. Delivers technical solutions for desktop hardware and software, profile development and version management, license management, peripheral integration. Participates in the evaluation, development, implementation, integration, and administration of internal and external business solutions. Works closely with End User Experience Team and Ensono staff to assist with related technologies and guides interactions with Ensono IT (Information Technology) services. Provides insight into management on issues. Supports the values and strategic goals of Ensono.

+ Change and Release Management: Applies sound IT production and change management methods to all areas of Information Systems. Actively communicates changes within the IT department to all affected parties proactively and effectively. Follows and documents strict testing and deployment methodologies for Information Systems. Desktop Support Technician also assists with testing of images & successful distribution verification. Testing for other support teams, testing of any technical piece that touches the desktop

+ Disaster Recovery/Business Continuation: Follows the processes and maintains appropriately available systems operations environment. This includes controlled observation and evaluation of modern technologies and methodologies. Testing plans and documentation are required.

+ Capacity, Configuration and Architecture Management: Develops a maturing level of understanding of the Ensono Desktop, Laptop, Tablets. OS (Operating Systems), profile version control, application version control, license management and peripherals. Documents, adheres to, and ensures deployed systems meet all hardware and software standards and configurations. Contributes to system life cycle recommendations and funding requests. Works with End User Experience Team and Operations to maintain SLAs with end user computing hardware.

+ Telephony and Network: End User Support is responsible for the Level 1 & 2 support on the phones & network, as well as owning support from the switch port to the desk, including the physical phones.

+ Conference Room Video Conference Hardware: The End User Support Technician also covers conference room service and support for all the A/V equipment which includes projectors & video conference equipment. Sets up and supports video and other presentation equipment for Ensono presentations/forums/townhall meetings.

+ Availability/Incident Management: Responsible for the timely resolution of problems on Information Systems hardware and software. This includes maintaining the system operations in accordance with all regulatory requirements with primary focus on confidentiality and Security Regulations. This also includes solving issues related to Backup, Restore, Disaster Recovery, print, scanning, AD (Active Directory), Intune, SSO, SCCM and patching.

+ Priority Management: Must manage more than one assignment at a time, balancing resources, priorities, deadlines, and time. Requires collaboration across multiple disciplines and groups. Must also be able to work independently.

We want all new Associates to succeed in their roles at Ensono. That’s why we’ve outlined the job requirements below. To be considered for this role, it’s important that you meet all Required Qualifications. If you do not meet all of the Preferred Qualifications, we still encourage you to apply.

Required Qualifications

+ End User Support Technician specializing in the support of Microsoft Windows and Apple Mac based systems, related software, and peripherals. Experience with integration of Mac based systems into a Windows Active Directory based corporate environment is necessary.

+ Ability to react to high level priority problem calls, and interface with variety of users from top level executives, VP’s and directors, C level associates and staff across the globe.

+ Requires a maturing level of analytical ability to find solutions to increasingly difficult technical or administrative problems, to determine economic feasibility or options available, and to assess time involved in system changes. Thorough documentation and business language skills are also required

+ Must be able to demonstrate experience with Windows operating systems, AD, DHCP, DNS, FTP, TFTP, SMTP, SNMP, printers, scanners, profile and version management, and experience with system design, capacity planning and capacity management

+ Requires hands-on experience with desktops, laptops, tablets, mobile phones and peripherals

+ Able to install all software & perform level 1/2 support.

+ Must be able to communicate the impact and solutions of application/system problems in business language

+ Requires a calm professional approach in all situations

+ Ability to work “on call” shift rotation

+ Must be able to work on site in the Downers Grove corporate office

+ Must resolve problems entirely by either completing the work or gathering all the resources needed for ultimate resolution and continuity of problem management

+ Bachelor of Science in Computer Science, Information Systems, Computer Engineering, or related field or equivalent work experience

+ 4+ years of relevant business support and/or information technology support experience

+ Advanced knowledge of desktop systems administration, Windows OS, Apple MAC OS and System Center, Intune, antivirus and encryption, printers, scanners, and other peripherals

+ CompTIA A+ Certification

Preferred Qualifications

+ Microsoft 365 Modern Desktop Administrator Associate and or Basic Azure Fundamentals Certification

+ Experience with products such as JAMF

+ Apple Certified Mac Technician (ACMT)

+ Apple Certified IT Professional

+ Apple Certified Support Professional

Why Ensono?

Ensono is a place to make better happen – for our clients and for your career. You can do great things through innovation or collaboration, by learning or volunteering, or to promote diversity and inclusion. You can do great things for your own health or for a healthier planet. Whatever it means to you to do great things we want Ensono to be the place you can do it.

Some of our benefits include:

+ Unlimited Paid Days Off

+ Two health plan options through Blue Cross Blue Shield

+ 401k with company match

+ Eligibility for dental, vision, short and long-term disability, life and AD&D coverage, and flexible spending accounts

+ Depending on location, ability to take advantage of fitness centers

+ Wellness program

+ Flexible work schedule

Ensono is an Equal Opportunity/Affirmative Action employer. We are committed to providing equal employment to our Associates and building a diverse and inclusive workforce. All qualified applicants will be considered wi