Desktop Support Specialist

Description

Act as a customer liaison for the computing operation, communicating, resolving, and/or initiating the resolution of problems and concerns.

Maintain a first-class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.

• Ensure that all EUC IT tools (hardware, software) and services are available in a timely manner for new users;
• Manage assigned projects from initiation to completion, including follow-up analysis;
• Create and deliver onboarding orientation sessions and follow up session to new IT users;
• Develop, update and improve EUC guides and training materials by documenting and publishing support processes;
• Develop and provide technical support and training in the use of personal computer hardware, software, specialized technology, peripherals and the most relevant EUC IT tools;
• Providing support and delivery of Corporate Approved applications and services, including Windows 10, Office including Exchange, MS Teams, One Drive (O365), Endpoint Encryption and Antivirus services (MS ATP);
• Test new EUC IT technologies and software for compliance with standards;
• Undertake other duties not specifically stated, which from time to time are necessary, without altering the nature or level of responsibility;
• Work within the relevant legislation, policies and procedures;
• Design, produce, and analyze moderately complex reports.

• Service Request and Incident Management
  • Accurately record, update and document Incidents and Service Requests using the IT Help Desk system (Manage Engine);
  • Organize and prioritize all Incidents and Service Request tickets;
  • Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible;
  • Escalate incidents to other support teams where necessary.
• Assets management
  • Install and configure new IT equipment;
  • Research and recommend system equipment upgrades and manage equipment inventory;
  • Maintain client computers patch compliance;
  • Maintain up to date asset information in Manage Engine;
  • Work with hardware and software vendors to resolve equipment failures/problems;
  • Administer user accounts assigning security levels;

• Approximately 3-5 years of experience providing customer service in a technological environment;
• Degree in the field of computer science, computer information systems, or computer engineering;
• Strong dedication to customer service and user support;
• Strong understanding and appreciation of operational process/procedure development and its application in a production environment;
• Strong understanding of various IT technologies (hardware and software, network protocols, computer applications and operating systems);
• ITIL Certification a plus, other professional/technical certifications as appropriate;
• Good communication, analytical, and presentation skills;
• Demonstrated experience with the following:
  • O365 Support/Administration
  • Creating/modifying Scripts (i.e. Power Shell)
  • Microsoft Active Directory account management/administration
  • SharePoint administration
  • Mobile Support (iPhone and Android)
  • Computer Administration and Imaging

• Bilingual English-Spanish strongly preferred;
• MAC OS Troubleshooting – familiar with;
• MS Exchange Administration;
• O365 Global Administration;
• Shore Tel Phone Administration;
• Manage Engine Service Desk Plus and Desktop Central

Intermediate Level

This is a Contract to Hire position based out of Chicago, IL.

The pay range for this position is $20.00 – $30.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
Medical, dental & vision;
Critical Illness, Accident, and Hospital; 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available;
Life Insurance (Voluntary Life & AD&D for the employee and dependents);
Short and long-term disability;
Health…