IT Support Services Specialist

Heniff Transportation Systems•Oak Brook, IL

8d•Onsite

About The Position

The IT Support Services Specialist provides technical support to customers across the business for computer hardware, software, technology equipment, and business-related applications. The role resolves technical issues, maintains hardware and software installations, and helps improve IT systems. Support is provided in person and remotely, with responsibility for documenting and following issues through to resolution, escalating urgent matters, and coordinating with vendors and other departments as needed. The position typically operates in a standard office environment and includes local travel to other company locations, including Chicago-suburban offices.

Requirements

Experience with Windows 11 operating systems, Active Directory, Azure AD, and the M365 Admin Portal.
Experience with M365/Office 2016 applications, including Outlook, Teams, OneDrive, and SharePoint.
Experience with Windows Remote Desktop Services.
Experience managing multiple projects while maintaining high customer service standards.
Comfort working with company help desk software and remote access desktop programs, and assisting others in their use.
Experience with Android and iOS phones and tablets.
Bachelor’s degree in IT or a related field, or equivalent work experience.
Three years of experience in a related role.
Strong problem-solving and troubleshooting skills.
Strong customer-service orientation, with the ability to meet needs and deadlines in a timely fashion.
Time-management skills and the ability to establish reasonable and attainable resolution deadlines.
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 to a general audience.
Ability to work independently.
Demonstrated organizational and analytical skills.
Positive, proactive, and motivated attitude.
Ability to adapt to change in a fast-paced organization.
Ability to accept constructive criticism and customer feedback about software or IT services.
Ability to read, write, and speak English proficiently.
Ability to lift 50 pounds.
Ability to perform local travel to other company locations.

Nice To Haves

MCP or similar certifications.

Responsibilities

Assist customers in person and remotely via TeamViewer with 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 the company image on new computers and reimage computers.
Create domain and M365 accounts for new hires and provide 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 customers, and document processes for IT staff or write self-help articles for customers.
Maintain the asset management system.
Support mobile and desktop phones.
Keep up to date on industry developments and trends.
Consult with IT managers and other departments as required.
Assist with various projects.
Perform other duties as assigned.
Travel locally between company locations, including Chicago-suburban offices.