Sr Desktop Support Tech

Roosevelt University - Chicago, IL

Full-time - Mid Level

Chicago, IL

Educational Services

About the position

Roosevelt University's Tech Support team is seeking a motivated leader to join them as an on-campus Sr. Desktop Support Technician. This role is essential for providing excellent customer service through extensive technical and interpersonal skills. The Senior Technician will not only support end users but also engage in backend projects and knowledge base documentation, requiring strong communication and organizational skills.

Responsibilities

• Respond to end-user requests or problem tickets submitted to the Service Desk; document and manage all assigned tickets; communicate with end-users on ticket status and progress; troubleshoot and resolve issues through desk-side or remote service.
• PC/Mac desktop and laptop setup and configuration - install software, configure network settings, add/modify user profiles, configure software auto-updates, and back-up/transfer of user data; configure and install hardware components including motherboards, CPUs, memory, fans, power supplies, hard drives, optical drives, external drives, and other peripheral devices. Support installed Multi-Functional Devices.
• Install and support standard software along with Microsoft Windows and Mac operating systems; create desktop images using Ghost imaging software for new deployment machines, and system rebuild/restore. Install, configure, and support PGP, Druva, and other endpoint software.
• Diagnose and troubleshoot hardware/software issues; research work-around solutions and implement vendor updates, patches and/or fixes. Maintain proper inventory control and record keeping.

Requirements

• A minimum of 5 years' direct hands-on experience working in Information Technology Technical Support.
• Excellent organizational, communication (written and verbal), interpersonal skills and attention to detail.
• Ability to exercise considerable judgment and discretion in establishing and maintaining good working relationships.
• Excellent technical knowledge of Windows and Mac (hardware and OS) and Microsoft Office.
• Ability to demonstrate a commitment to service excellence by embodying Roosevelt's core values, mission, and vision in every aspect of the role working with students, faculty, staff, and visitors.
• A positive and professional demeanor is a must.

Nice-to-haves

• Experience in producing written communications/instructions for distribution to end users.
• Experience with working with a support ticketing system.