IT Support Specialist

Aldridge Group•Green Oaks, IL

8d•$65,000 - $85,000•Hybrid

About The Position

Aldridge Electric is seeking a Support Specialist to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as requiring that the individual give in-person, hands-on help at the desktop level.

Requirements

Associate degree or completion of coursework at a technical school.
2-5 years of work experience.
Customer service oriented.
Proactive in anticipating and resolving problems.
Familiarity with PCs running Microsoft’s Windows operating systems and Microsoft Office.
Excellent customer service skills in a challenging and demanding working-class environment.
Ability and willingness to travel throughout the US as required.
Ability to provide services and support in a construction site and maintenance shop environment.
Excellent written and verbal communications skills.
Adaptability and flexibility.

Nice To Haves

A+ Certification is a plus.

Responsibilities

Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues.
Build rapport and elicit problem details from service desk customers.
Prioritize incidents and service requests according to defined processes to meet defined SLAs.
Escalate incidents with accurate documentation to suitable technicians, when required.
Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
Use remote tools and diagnostic utilities to aid in troubleshooting.
Research solutions through internal and external knowledgebase as needed.
Identify and learn appropriate software and hardware used and supported by the organization.
Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
Coordinate and execute the deployment of computer hardware for new and existing users.
Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
Test fixes to ensure an incident has been adequately resolved.
Develop help sheets and FAQ lists for end users.
Contribute to technician knowledge base as needed
Reinforce SLAs to manage end-user expectations.
Provide suggestions for continual improvement.
Maintain an inventory of installed software, managing software licensing, and creating policies and procedures for upgrades.
Work with hardware and software vendors to briefly timely product delivery and ensure that new equipment is installed and ready to operate on schedule.
Analyze and make recommendations for hardware and software standardization.
Create user accounts and manage access control based on company policies.