Desktop Support Specialist

Senior Lifestyle•Chicago, IL

About The Position

The Desktop Support Specialist consults with internal and external parties to assess system needs and responds to inquiries about PCs, laptops, tablets, cell phones, servers, and other mobile devices. The role provides first-line end-user support and resolves technical issues using established procedures, escalating issues when needed. The Specialist handles on-demand phone support through the ACR application, tracks work in the Service Desk and Intervals portals, and follows service-level agreements and ticketing procedures. The position also supports telecommunications, user accounts, web-based systems, mobile devices, printers, copiers, fax machines, and IT projects. It includes coordinating with vendors, supporting community acquisitions and dispositions in person when travel is necessary, assisting new employees with first-time logins, documenting system changes and resolutions, and coordinating with other teams to restore service. The role must be covered during standard business hours in the Central Time Zone. An adequate internet connection and computer setup are required, and the employee may need to hold stock inventory. Driving and a valid automobile license are required.

Requirements

Associate degree minimum in IT.
0–3+ years of experience with computer-related technologies and systems.
Fundamental understanding of hardware and software installation and troubleshooting in a desktop computing environment.
Knowledge of network connectivity, PC software, and operating systems.
English fluency sufficient to perform job duties and speak, read, write, and communicate with others.
Excellent communication, organizational, decision-making, problem-solving, note-taking, and documentation skills.
Ability to work with and follow up with vendors.
Ability to complete tasks and close tickets according to preset SLAs, and follow up with users to ensure satisfaction.
Knowledge of operating systems, user hardware and accessories, office products, networking, server management, imaging, mobile-device support, and user-account management.
Application, desktop, hardware, networking, server and infrastructure, and outage support, including assistance with community service restoration.
Must have an adequate internet connection and computer setup to support users.
Must be able to hold stock inventory if required.
Must be available to cover shifts during standard business hours in the Central Time Zone.
Must have the ability and license to drive an automobile; driving is an essential job function.

Nice To Haves

A+ certification or Microsoft certifications.
Customer service experience.
Team-oriented, personable, self-motivated, punctual, quick to learn, able to work independently, and able to provide regular updates.

Responsibilities

Provide on-demand phone support through the call center for immediate technical inquiries and end-user issues.
Record time spent on tasks in the Service Desk platform and Intervals.
Resolve telecommunications issues promptly.
Contact vendors, including internet carriers and bulk TV providers, to address technical issues and coordinate services.
Participate in community acquisitions and dispositions in person, traveling as necessary to provide on-site technical support.
Provide first-line helpdesk support and escalate issues according to predefined criteria.
Meet established Service Level Agreements for daily ticket resolution.
Follow up with end users to confirm satisfaction with issue resolutions.
Collaborate with other teams to restore service, identify and resolve issues, and document resolutions.
Support and maintain systems, including accounts and users for web-based tools.
Perform IT project and task functions, including data entry and hardware swap-outs.
Document system changes and escalate significant changes to Tier 3 for approval.
Consult with end users about system needs before hardware swaps following troubleshooting.
Help new employees with first-time login procedures and day-one questions.
Support mobile devices and phones, printers, copiers, and fax machines.