Service Desk Technician

McCalla Raymer Leibert Pierce LLP•Chicago, IL

6d•$24 - $34•Onsite

About The Position

Provide technical software, hardware and network problem resolution support and technical guidance to end users. Document, test, create or modify computer systems, instructions and procedures.

Requirements

Excellent Customer Service Skills
Active Directory user and security group management
Strong working knowledge of Windows 11
Proficient with Microsoft O365.
SharePoint / Teams / OneDrive
Microsoft System Center (SCSM) suite
PC Hardware Repair proficiency
Experience / familiarity with telecommunication systems (Zoom phone)
iOS (iPhone) and Android configuration and troubleshooting
Audiovisual Equipment (Conference phones, Videoconferencing, Videoconferencing Management Systems, Flat Screen Displays)
Expert understanding of desktop and laptop hardware components
Mobile Devices and Telecommunications Services Associated with Devices (smartphones)
General networking concepts
3 – 5 years’ experience in IT

Nice To Haves

Associate degree or bachelor’s degree preferred

Responsibilities

First line support for all end user IS requests (Service Desk / Help Desk), including but not limited to computer and laptop, printers, software and mobility requests.
Review and troubleshoot reported incidents and service requests daily. Identify, diagnose and resolve technical support issues with end users within prioritized timeline. Respond to user requests and determine nature and extent of support needed.
Document status, progress notes and resolutions in service desk tracking system. Document and implement job aids, instructional materials and test plans.
Proficient with ticketing systems. Able to handle administrative duties within application.
Install, configure, maintain and troubleshoot a wide range of selected software, hardware and accessory components.
Consult with end users to determine hardware, software and/or system function specifications, identify technical assistance requirements and advise users on service requests and service tickets.
Perform hardware/software upgrades to existing computer equipment as required.
Triage and complete operation service requests, including but not limited to hardware repair, printers, PC optimization, PC/Thin Client set-ups, telephone set-ups and user account management. Manage and/or work closely with service vendors on site or over the phone to provide direction in order to ensure continuity of services.
Provide technical equipment and set up for laptops, projectors, and other media, for staff presentations, meetings or training.
Escalate technical support issues that cannot be addressed by the Service Desk to the appropriate IT resource.
Facilitate procurement activities. Identify hardware, software, server and mobility hardware and services needs/requirements. Develop price quote information and execute purchases per approvals. Manage documentation of hardware inventories and licenses.
Participate in the on-call rotation, providing Tier 1 end-user support and triaging in the event of a major issue.