IT Support Services Specialist

Heniff Transportation Systems•Oak Brook, IL

2d•$50,000 - $55,000•Onsite

About The Position

Provide support to customers across the business for computer hardware, software, other technology equipment, and business-related applications. Duties include resolving technical issues, maintaining hardware and software installations, and improving IT systems.

Requirements

Experience in Windows 11 operating systems, Active Directory, Azure AD, and M365 Admin Portal.
Experience with M365/Office 2016 applications including Outlook, Teams, OneDrive, and SharePoint.
Experience with Windows Remote Desktop Services.
Experience with managing projects simultaneously while maintaining high customer service standards.
Comfortable working in and assisting others through company help desk software, in addition to other remote access desktop programs.
Experience with Android and iOS phones and tablets.
Bachelor’s Degree in IT or related field, or equivalent work experience
Three years of experience in a related role
MCP or similar certifications
Strong problem solving and trouble shooting skills.
Strong customer service orientation, ensuring needs and deadlines are met in a timely fashion.
Time-management skills and the ability to establish reasonable and attainable deadlines for resolution.
Excellent verbal and written communication skills.
Ability to prioritize, escalate, and complete work according to business needs and priority.
Strong attention to detail.
Ability to communicate complex concepts for a general audience.
Ability to work independently.
Demonstrated organizational and analytical skills.
Ability to demonstrate a positive, proactive, and motivated attitude.
Ability to adapt to change in a fast-paced organization.
Ability to accept constructive criticism and customer feedback regarding their experience with software or IT services.
Ability to read, write and speak English proficiently

Nice To Haves

Ability to travel between Chicago-suburban offices.

Responsibilities

Assist customers in person and remotely via Team Viewer with hardware (desktop computers, printers, scanners), remote desktop services, and software programs.
Manage and document support activities in Zendesk help desk software.
Follow up with customers, provide feedback, and see problems through to resolution.
Identify and escalate situations requiring urgent attention.
Troubleshoot business-critical applications and open support requests with vendors as needed.
Document processes and perform diagnostic tests.
Install company image on new computers; reimage computers.
Create domain and M365 accounts for new hires as well as access to licensed software.
Assist new hires with initial login and provide a general overview of systems and processes.
Process employee terminations.
Train customers on hardware functionality and how to access software programs.
Create knowledge base articles for IT and customer use; document processes for IT staff or write self-help articles for customers.
Maintain asset management system.
Support mobile and desktop phones.
Keep up to date on the latest developments and trends in the industry.
Consulting with IT managers and other departments as required.
Assist with various projects
Perform other duties as assigned.