Associate IT Service Desk Specialist

AbelsonTaylor Group•Chicago, IL

9h•$45,000 - $52,000•Hybrid

About The Position

AbelsonTaylor Group is hiring an Associate Service Desk Specialist to develop experience and competence in triaging and troubleshooting employees’ computer issues. The role requires technical experience with AbelsonTaylor software and hardware, including Windows and Mac builds, and knowledge of Microsoft Windows and Office 365. The specialist images and deploys laptops, manages recycled inventory, troubleshoots operating system, hardware, software, and peripheral issues, configures user accounts, and supports audiovisual equipment. They resolve and document support requests, manage assigned work to meet deadlines, train users, and provide support to Infrastructure and Security as needed. The role may be performed fully or partially remotely, with onsite support as needed; the position’s regular schedule is hybrid, with onsite work Tuesday through Thursday in the Chicago office. The position involves sitting for extended periods and lifting and carrying computers and peripherals weighing up to 40 pounds. It also requires hand and finger dexterity to use computer equipment and handle components. Flexible night or weekend hours, occasional shift changes, and on-call availability may be required.

Requirements

Pursuing an associate’s degree in information systems or have similar equivalent experience.
At least 1 year of experience working in an IT department for a small- to medium-sized corporation.
Ability to work professionally and effectively with people at all levels of the organization.
Strong understanding of the organization’s goals and objectives.
Exceptional written and oral communication and organizational skills.
Strong interpersonal skills, with a focus on listening and questioning.
Ability to research a wide range of computing issues as required.
Ability to absorb and retain information quickly.
Ability to explain ideas in user-friendly language to non-technical staff and end users.
Attention to detail and ability to maintain confidentiality.
Proven analytical and problem-solving abilities.
Ability to prioritize and execute tasks effectively in a high-pressure environment.
Experience working in a team-oriented, collaborative environment.
Initiative, innovation, and efficient use of resources.
Eagerness to learn new technologies.
Ability to adapt to change and work flexible night or weekend hours, occasional shift changes, and on-call availability.
Ability to sit for extended periods.
Ability to lift and carry computers and peripherals weighing up to 40 pounds.
Dexterity to operate a computer keyboard, mouse, and power tools, and to handle computer components.

Nice To Haves

Current CompTIA A+ certification.
Microsoft Desktop OS certifications.
macOS Support Essentials certification.
Entry-level working knowledge of Active Directory User Administration and Group Policy.
Entry-level working knowledge of Cisco IP Phones.
Entry-level working knowledge of cloud applications such as Office 365, OneDrive, Cisco Webex, and Microsoft Teams.
Entry-level working knowledge of laptop imaging and software deployment using SCCM and JAMF.
Entry-level working knowledge of user data backup.
Entry-level working knowledge of printer management and troubleshooting.
Entry-level working knowledge of Apple iPad support.
Familiarity with Android and Apple mobile devices.
Entry-level working knowledge of VPN connections.

Responsibilities

Image Mac and Windows laptops for new hires and upgrade end-user deployments.
Document and track recycled inventory using FreshService Asset Management, including preparing recycled inventory for disposal.
Troubleshoot Windows 10 operating system, hardware, software, and peripheral issues.
Troubleshoot Apple macOS X 10.14+ operating system, hardware, software, and peripheral issues.
Configure Active Directory and SaaS accounts for new hires and delete accounts as needed.
Support audiovisual equipment, including projectors, digital signage, and conference room equipment.
Resolve support requests by phone, email, or in person.
Consistently close and update assigned tickets and tasks with status information.
Complete tasks and work orders on time and manage workload independently.
Assess the impact of recommended solutions.
Monitor assigned tasks to ensure deadlines and quality standards are met.
Provide training support for agency software and other IT-to-user topics.
Support the Infrastructure and Security Team as needed.
Provide onsite support as needed while working fully or partially remotely.

Benefits

Medical, dental, and vision coverage.
401(k) with a company match of 50% on the first 6%.
Adoption assistance of up to $2,500.
Company-paid life insurance.
Short-term and long-term disability coverage; short-term disability provides 100% salary coverage.
Paid parental leave for birth and non-birth parents (4 weeks).
Summer Fridays.
Flexible Time Off (FTO).
11 holidays and an end-of-year office closure.
Company-provided learning and development opportunities.
Free lunch Wednesdays.
Wellness program.