Service Tech Assistant Jobs in Chicago, IL (NOW HIRING)

JOB DESCRIPTION

JOB TITLE: Tier 1 & 2 / Field Services Technician

LOCATION: Chicago, IL

IMMEDIATE SUPVR: Field Services Manager/Service Desk Manager

Responsibilities will include, but are not limited to:

Inclusive support

• Meet metrics including Service Level Agreements, utilization statistics, customer service statistics, ticket quality, billable hours, and quality of project documentation.
• Ensure Field Services Manager is aware of any upcoming projects or changes that may affect Field Service Team availability
• Keep up to date on the latest technologies
• Providing training and mentoring for new employees
• Generate SOPs to help others identify and resolve events
• Provide availability to Field resources. If a resource is not available, you may be required to visit a customer’s location to backfill during the other technician’s absence

Tier 2 support

• Hardware Inventory Management
• During peak call volumes, outages, or when requested by Service Desk Management, assist the Service Desk by participating in call or email triage/resolution
• Service Desk management: receiving walkup end users and providing in-person customer support
• Provide escalation support for the Service Desk
• Call users to provide event resolution and confirmation
• Review ‘aging’ tickets to ensure events are well communicated with end users and expectations are being met
• Identify common issues received and provide enhanced solutions to expedite resolution

Field/Onsite support

• Perform analysis, diagnosis, and resolution of complex PC problems for a variety of end users, implementing in person or remote corrective solutions, where applicable.
• Communicate accurate and timely status of incidents internally and externally, setting expectations and following through with customers and coworkers.
• Configure, test, maintain, and troubleshoot end user workstation hardware, software, networked peripheral devices, and networking hardware products, including laptops, desktops, mobile phones, tablets and handheld devices
• • Regular computer re-imaging inclusive of user data backup and reconfiguration
  • Support offices, conference rooms, server rooms, IT equipment closets, and warehouses
  • Support mobile devices
  • Ship and receive PCs
  • Support MS Office and email issues
• Printer Support
• • Work with vendors to ensure printers function properly
  • Support installation of printers on PCs
  • Maintain printers through scheduled maintenance, where applicable
• Accurately document instances of hardware failure, repair, installation, and removal.
• Maintain up-to-date knowledge of hardware and equipment contracts and facilitate contract-based installations.
• If necessary, liaise with third-party support and IT equipment vendors.

· Field technical questions from team and attempt to resolve prior to escalation to management

REQUIREMENTS OF THE JOB:

Software:

• Microsoft Office suite (all versions)

Operating Systems:

• All Microsoft Desktop, MAC, IOS and thin client operating systems

Hardware:

· Desktops, laptops, wireless devices, A/V, network printers

Education:

• High school degree or equivalent required
• Associate’s degree in IT or related field preferred

Experience:

• 3-5 Years desktop support role

Certifications:

• A+, Net +, MCP, ITIL v.4, MAC certified technician

Other:

· Candidate must be a good “organizational fit”.

· Strong understanding of Windows Active Directory users and computers.

· Strong understanding of Windows permissions.

· Excellent communication skills.

· Ability to multitask in a fast paced environment.

· Must be creative and flexible.

· Strong interpersonal skills essential.

· Good attendance required.

· Ability to effectively build relationships with customers.

· Ability to quickly learn to support proprietary client applications

· Comfortable performing remote support

· Must be aggressive and highly motivated individual who can take initiative and work independently

· Excellent written and verbal communication skills

· Strong organizational and project management skills and the ability to multi-task

· Strong creative and analytical skills

· Internet savvy and computer skills

· Must know how to manage multiple deadline schedules

· Strong attention to details and deadlines.

· Good attendance required.

Travel: No

If yes, how often: N/A

On-Call Duty: No

If yes, how often: n/a

(On-call duty requirements are subject to change.)

Physical Requirements: YES

If yes, describe: 30 – 100 lbs. (Computer equipment)

How often? Frequently

Job Status: Full-time/salaried (40 hrs);

Core work hours/days: 7am-4pm M-F

As a decision maker in your organization, ThinkHire understands that the most important and sometimes the heaviest burden you have is creating and developing a leadership team around you to serve as your council, your executive think tank. We understand that you want to reserve those seats for only the most qualified and talented candidates who possess the knowledge, skills and experience you will not find through your Talent Acquisition department or your typical staffing firm. Our robust executive network and database spans across the globe and is comprised of the world’s foremost authorities in their professional field. Many of our candidates already serve as industry leaders in today’s corporate workforce, while we’ve identified others as brilliant “Up and Comers” exhibiting the intellectual aptitude and business acumen of tomorrow’s C-suite. It’s these highly valued and nurtured relationships that set ThinkHire apart from the common staffing firm.