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IT Support Analyst

Job Description

Our customer isl currently is looking to hire a Helpdesk technician that will be able to provide both hands-on and remote predominately support 400 employees in the Downers Grove office and other offices across the country. The manager is looking for someone that will be able to fit in an enterprise environment with excellent communication skills. It will be 60% phone support and 40% hands on support, in a walk-up bar fashion.

Job Description:
Seeking a Technical Support Analyst to provide both phone and desk-side support to internal employees and external partners to support business operations and deliver IT operational excellence on a daily basis. Additional responsibilities include:
* Provide first contact resolution of technical support issues within the expected service level agreement for MACs and PCs
* Support mobile technology and devices (iOS and Android)
* Knowledge of Microsoft O365 suite
* Use/audit team standard operating procedures to resolve incidents and service requests
* Log tickets into Service-Now tool, tracking incidents and service requests impacting all users
* Provide on-call support for approximately one week/month (5-9pm CT)
* Deliver solutions to effect gains in efficiency for IT objectives
* Identify opportunities to reduce costs of technology and/or increase productivity
* Validate all technology assets comply with the IT policy for security and legal/illegal software
* Protect Company and User data
* Manage tickets/relationship with 3rd party service providers
* Notify IT Risk Manager of any concerns involving risks to the company through technology
* Responsible for aiding in own self-development by being available and receptive to any training made available by the company
* Ability to travel between Downers Grove and Downtown Chicago office when required.

Desired Skills & Experience:

* Bachelor's degree or equivalent experience
* A minimum three years of experience with an IT background in supporting day-to-day operations within a Technical Support function
* Technical certifications and/or ITIL foundations certification is a plus
* Knowledge or experience supporting
o Apple OS and Windows environments
o Desktop/Laptop/Printer Hardware troubleshooting
o Experience troubleshooting MACs and PCs
o MS O365 Suite for MACs and PCs
o Adobe Creative Suite support and knowledge is a plus
o Mobile technology and devices including Smartphones (Androids and iOS)
o SharePoint
o MS Active Directory
* Demonstrates initiative, self-discipline, a positive attitude and strong work ethic with attention to detail
* Can effectively communicate complex issues to both technical and non-technical individuals
* Demonstrates strong written, oral, presentation and listening skills; includes giving respectful, full attention to people, taking time to understand the points being made and asking questions as appropriate
* The ability to follow policies and procedures, maintain accurate and detailed Help Desk tickets



The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please call 888 472-3411 or email accommodation@teksystems .com for other accommodation options.

Job Requirements

 

Job Snapshot

Location US-IL-Downers Grove
Employment Type Full-Time
Pay Type Year
Pay Rate N/A
Store Type IT & Technical
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Company Overview

TEKsystems, Inc

We’re partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services and real-world application, we work with progressive leaders to drive change. That’s the power of true partnership. TEKsystems is an Allegis Group company. Learn More

Contact Information

US-IL-Downers Grove
Adrian Pulido
6307953304
Snapshot
TEKsystems, Inc
Company:
US-IL-Downers Grove
Location:
Full-Time
Employment Type:
Year
Pay Type:
N/A
Pay Rate:
IT & Technical
Store Type:

Job Description

Our customer isl currently is looking to hire a Helpdesk technician that will be able to provide both hands-on and remote predominately support 400 employees in the Downers Grove office and other offices across the country. The manager is looking for someone that will be able to fit in an enterprise environment with excellent communication skills. It will be 60% phone support and 40% hands on support, in a walk-up bar fashion.

Job Description:
Seeking a Technical Support Analyst to provide both phone and desk-side support to internal employees and external partners to support business operations and deliver IT operational excellence on a daily basis. Additional responsibilities include:
* Provide first contact resolution of technical support issues within the expected service level agreement for MACs and PCs
* Support mobile technology and devices (iOS and Android)
* Knowledge of Microsoft O365 suite
* Use/audit team standard operating procedures to resolve incidents and service requests
* Log tickets into Service-Now tool, tracking incidents and service requests impacting all users
* Provide on-call support for approximately one week/month (5-9pm CT)
* Deliver solutions to effect gains in efficiency for IT objectives
* Identify opportunities to reduce costs of technology and/or increase productivity
* Validate all technology assets comply with the IT policy for security and legal/illegal software
* Protect Company and User data
* Manage tickets/relationship with 3rd party service providers
* Notify IT Risk Manager of any concerns involving risks to the company through technology
* Responsible for aiding in own self-development by being available and receptive to any training made available by the company
* Ability to travel between Downers Grove and Downtown Chicago office when required.

Desired Skills & Experience:

* Bachelor's degree or equivalent experience
* A minimum three years of experience with an IT background in supporting day-to-day operations within a Technical Support function
* Technical certifications and/or ITIL foundations certification is a plus
* Knowledge or experience supporting
o Apple OS and Windows environments
o Desktop/Laptop/Printer Hardware troubleshooting
o Experience troubleshooting MACs and PCs
o MS O365 Suite for MACs and PCs
o Adobe Creative Suite support and knowledge is a plus
o Mobile technology and devices including Smartphones (Androids and iOS)
o SharePoint
o MS Active Directory
* Demonstrates initiative, self-discipline, a positive attitude and strong work ethic with attention to detail
* Can effectively communicate complex issues to both technical and non-technical individuals
* Demonstrates strong written, oral, presentation and listening skills; includes giving respectful, full attention to people, taking time to understand the points being made and asking questions as appropriate
* The ability to follow policies and procedures, maintain accurate and detailed Help Desk tickets



The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please call 888 472-3411 or email accommodation@teksystems .com for other accommodation options.

Job Requirements

 
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