On-Site IT Support Desk Specialist

The Outsourced Support Desk Specialist is responsible for providing quality support desk services and technical assistance while on-site at the assigned client’s location in a courteous and efficient manner while maintaining a high level of client satisfaction.

• Provide technical support and remote help desk services to Marco client, escalating when necessary.
• Review current systems and make technical/process recommendations for improving efficiency.
• Identify reoccurring issues in client’s environment and proactively provide recommendations to improve efficiency, performance, and reliability of client’s network.
• Maintain client documentation.
• Support multiple end user requests and third-party business applications.
• Effectively communicate with technical and non-technical end users.
• Meet established metrics and benchmarks and comply with procedures and expectations.
• Represent Marco in a professional manner at all times by maintaining a professional appearance and adhering to company standards.
• Maintain current technical knowledge and continuously work to expand knowledge of new technology and equipment.
• Accurately maintain documentation and comply with service administrative procedures in a timely basis to include time entry.
• Attend required company and departmental meetings.

• An associate degree and two years of relevant experience; or equivalent combination of education and experience.
• Current high level industry recognized certifications to include any of the following: MCSA (Microsoft Certified Solutions Associate), CMNA, CCENT (Cisco Certified Entry Networking Technician), CCA (Citrix Certified Administrator), VCA, EMC-SA, BAIS, A+, N+ or Security+ preferred.
• Valid Driver’s License, proof of personal insurance, and acceptable driving record, all to be maintained.

• Solid understanding of the administration of network operating systems, applications, and services found in a client environment.
• Proficiency with business collaboration tools such as MS Office applications.
• Communication – Must possess strong communication skills in working with technical and non-technical people, and the ability to develop and maintain collaborative relations among all levels of an organization.
• Commitment – See that tasks are completed from start to finish. Demonstrate thoroughness and commitment.
• Initiative – Must possess the ability to be a self-starter and take initiative. Work to identify and resolve problems in a timely manner, however if you can’t resolve it yourself, use resources to find someone who can.
• Flexibility – Adapt to changes in the work environment. Change approach or method to best fit the situation.
• Teamwork – Contribute to a positive team spirit by working with others on a combined task. Make contributions to the task and share the responsibility of the outcome. Exhibit objectivity and openness to others’ views and welcome feedback.
• Time Management – Must possess the ability to prioritize several tasks and keep them running simultaneously (multitasking). Be able to recognize and respond to changing priorities in order to meet deadlines.

This role is based fully on-site at a customer location in Rockford, IL, five days per week. The position may also involve occasional travel to nearby customer sites within approximately 90 minutes of Rockford.

$23.02 - $35.69 hourly

The pay range listed for this position is based on candidate's skill level, experience, relevant licenses, and educational background. For detailed information about our benefits, please visit our careers page at