$45-60K

Technical Support Specialist

We are currently seeking a Technical Support Specialist who will troubleshoot applications and software for all internal customers and deliver training to end users in the organization in support of business objectives. This includes prioritizing, documenting, resolving and following up on end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require in-person, hands-on help at the desktop level.

Requirements:

• BS in Information Systems; other post-secondary education considered with relevant experience
• MSCE preferred but not required
• A minimum of 5 years experience with hardware/software support
• A minimum of 3 years experience with Cisco hardware (PIX501)
• Extensive desktop and server operating systems experience, including Windows 2000, Windows XP, Server 2003, Active Directory, Exchange, Unix
• Advanced working knowledge of personal computer software packages (e.g. Microsoft Office for Windows), as well as demonstrated understanding of relational database design and operation, query tools, reporting tools, and decision support tools
• Experience with computer information systems, telecommunications, networking and other IT related concepts (Configuration Management, Incident Management, Problem Management, etc.)
• Experience working with ISPs, IT vendors and support, DSL Modems, firewalls, switches
• Strong communications skills; oral and written
• Strong interpersonal skills with a focus on customer service
• Demonstrated problem solving and analytical skills

Responsibilities:

Communication, Technology, and Application Infrastructure
• Prioritize, respond and follow up on issues where information is readily available or standard procedures/processes exist
• Initiate and solve complex technical issues using an incident management system, and escalate accordingly
• Perform fixes at the desktop and server level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications
• Recommend OS patch process/systems at desktop and server level
• Perform off-site/on-site analysis, diagnosis, and resolution of complex server/PC problems for a variety of end users, and recommend and implement corrective hardware solutions, including off-site repair as needed
• Install, configure, test, maintain, monitor, and troubleshoot end user workstation hardware, networked peripheral devices, and networking hardware products
• Install, configure, test, maintain, monitor, and troubleshoot server backups
• Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved
• Collaborate with other members of the Technical Support team to analyze and respond to technical problems and participate in cross-training sessions
• Communicate software problems and issues to software development and support teams

Information Management
• Record, track, and document the help desk request problem-solving process through to final resolution
• Familiar with the ITIL process
• Contribute to the documentation of technical requirements and specifications
• Develop knowledge database, help sheets and frequently asked questions lists for colleagues and end users
• Undertake research analysis as requested

For more information about this opportunity contact:

Help Desk positions / job opportunities in the Chicago area.