SR. TECHNICAL SERVICES SPECIALIST (HYBRID-CHICAGO, IL)

Compass Group•Chicago, IL

2d•Hybrid

About The Position

Compass Technology is a dedicated internal team for Compass Group delivering enterprise-wide initiatives that support our diverse customer base and enhance our business operations. Our domain encompasses a vast spectrum of opportunities, from hands-on desk support to Cybersecurity, Cloud Engineering, AI, and Modern Application development. We are committed to building robust IT infrastructures, driving digital transformation, and much more. The Senior Technical Services Specialist provides essential computing services and support to corporate and field associates, representing the IT department's user perspective in all technical operations and project activities.

Requirements

Expertise in Microsoft Windows, Office, Apple OS, browsers like MS Edge, Chrome, Firefox, and Compass Group applications.
Skilled in networking, system support, Active Directory, Exchange, O365 administration, Intune, and mobile device management.
Role as a subject matter expert and point of escalation for IT issues, with a focus on troubleshooting a range of devices and applications.
A collaborative approach to working with IT and business teams to enhance processes and applications, backed by active participation in testing, documentation, incident management, and project involvement.
Strong written and verbal communication abilities.
Adept in critical thinking, problem-solving, and delivering exceptional customer service.
Capable of adapting to fast-paced environments and effectively conveying technical concepts.
Committed to maintaining clear and consistent communication with associates, ensuring all documentation is kept current and accessible.
Understand and communicate team goals, strategies, and priorities.
Foster a coaching culture and mentor associates in technical and troubleshooting skills.
Promote cross-team collaboration and recommend efficient solutions to meet business needs.
Build trust through open communication and reliable service delivery.
Align work activities with team goals and manage tasks to meet timelines.
Identify business impacts related to system changes and collaborate with second level teams for resolutions.
Demonstrate attention to detail.
Leverage existing systems to address business problems and automate manual processes.
Apply critical thinking to mitigate risks and ensure operational reliability.
Lead troubleshooting efforts and collaborate for problem resolution.
Analyze root causes to address infrastructure problems and improve processes.

Responsibilities

Training and mentoring technical support staff.
Creating and maintaining documentation.
Serving as an escalation point for complex technical issues.
Conducting regular reviews and audits to ensure the quality of technical support and compliance with company standards.
Ensuring the team's focus and adherence to the daily agenda.
Providing second-level technical support and managing cases through Helix.
Escalating issues for third-level support when necessary.
Coaching Helpdesk team members to enhance their customer service and technical skills.
Other duties as required.