IT Support Specialist

Location: Itasca, IL

Department: IT

Type: Full Time

Min. Experience: Experienced

Responsibilities

  • Perform local and remote user support via phone and remote control sessions.
  • Providing first and second line computer support to all Brown and Joseph personnel, including escalated tickets. This involves, but is not limited to, installation, maintenance, repairing, upgrading, and troubleshooting networked and non-networked PC workstations, thin clients, and peripherals and approved software, such as Microsoft Office products.
  • Identify, research and resolve basic and intermediate technical problems
  • Utilize ticket tracking and knowledge base applications to document, track and monitor problems to ensure resolution in a timely manner
  • Create and follow escalation procedures to ensure service levels are maintained
  • Adhere to IT access-management, incident response, and change control procedures
  • Contribute to IT policies and process development using industry best practices
  • Identify improvement opportunities for support services.
  • Completing required paperwork and reports, such as the help desk work order database, purchasing, and inventory control systems.
  • Broaden own technical skill base
  • Perform related work as required

Position Requirements

  • Microsoft MCP, A+, or Network+ certifications are required
  • Associates degree or equivalent experience
  • Preferably 1-3 years overall experience in the IT or Tech Support field
  • Exceptional customer service skills, highly detail oriented, ability to take initiative and capable of working in a demanding, fast-paced environment
  • Ability to effectively prioritize and execute tasks in a high-pressure environment
  • Strong interpersonal and written and verbal communication skills
  • Ability to work independently as well as in a team environment; self-motivated
  • Good technical troubleshooting abilities
  • Ability to handle stressful situations in a calm, professional manner
  • Technical familiarity with current operating systems (Windows 10/Windows 7)
  • Knowledge of TCP/IP networking
  • Familiarity with common office productivity software, especially Microsoft Office Suite
  • Desire to learn and broaden horizons in the IT field

Starting Salary: $40,000 - $50,000 based upon experience

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