IT Technician; Schaumburg On-Site

Position: IT Technician (Schaumburg On-Site)
** Motorola Solutions values your privacy**    .##
** Company Overview
** At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. Our critical communications, video security and command center technologies support public safety agencies and enterprises alike, enabling the coordination that’s critical for safer communities, safer schools, safer hospitals and safer businesses. Connect with a career that matters, and help us build a safer future.##

** Department Overview
** Our IT organization has a critical role in driving extraordinary business results. Through a strong partnership with other areas of our business, we bring innovative thinking to every conversation and deliver with integrity. We’re looking for people who bring great ideas and who make our partners’ ideas better. Intellectually curious advisors (not order takers) who focus on outcomes to creatively solve business problems.

People who not only embrace change, but who accelerate it.##

Job Description The IT support technician provides face-to-face support via walk-up service for IT-related incidents and requests from employees and contractors, along with remote support for off-site users. This technician is part of a professional team of people providing a single point of contact for high-level customer service and technical support.  Primary responsibility is to support our employee base with their technology needs, including desktop support issues, IP phones, and mobile devices.

Experience supporting Windows 11, Mac OS, and Google Workspace is required. This person should be a good communicator who enjoys working with people from all levels of the company. This position will require 100% on-site support at the Schaumburg, Illinois, site.  Work hours are from 8 am to 5 pm with a 1-hour lunch break. This is a 40-hour work week.

Location schedule changes are based on business needs.##
** Scope of Responsibilities / Expectations
*** Investigate, troubleshoot, and resolve all computer software and or hardware problems for on-site and remote users. These include, but are not limited to, Google Suite, Remote/VPN Connectivity, Printing, MS Office, and Chromebox / Audio-Visual services.
* Primarily responsible for installing and configuring computer systems following a defined imaging process. Diagnosing hardware and software faults and providing technical support to Motorola Solutions employees and contractors.
* Create, maintain, and update IT equipment in our asset tracking software.
* Provide mobile device support to include the setup of devices (iOS, Android, etc.) to connect to the mobile device management system and remote authentication applications.
* Assist with IT onboarding of resources, including new PC's, loaner PC's, IT Training, etc. Complete IT responsibilities associated with the offboarding of retired resource assets.
* Track all customer communication and users' requests/problems in the Service Now incident tracking system. Ensure customer satisfaction by reviewing and performing follow-up communications on open/closed tickets. Update the associated knowledge base with standard resolutions as required.
* Coordinate between other IT resources ( internal and external) and vendors to resolve issues and proactively evaluate and avoid future issues related to hardware and software on users' computers.
* The individual must present a positive customer service experience for fellow employees
* Create and maintain in-house documentation; these include but is not limited to checklists, IT Asset Management, general policies, and procedures.
* Prioritize critical issues and escalate issue(s) following defined processes.
* Participate in automation and script development for repetitive activities.
* Expand knowledge and learn new systems and procedures.
* Able to work independently with minimal supervision.
* Perform inventory management tasks
* Embrace and apply company AI to optimize duties and expand role scope.##
** Desired Background/Knowledge/Skills
*** Excellent knowledge of PC internal components.
* Ability to…