IT Support Associate

  • Location Chicago, Illinois
  • Date Posted 11th January 2018
  • Category IT
  • Job Type Full-time
  • Requisition ID 421

Description

The IT Support Associate works closely with other team members to resolve level 1-2 issues raised by employees according to the department’s service level agreement.

What You Will Be Doing:

  • Ensures all incidents are documented and resolved according to the department Service Level Agreement
  • Research and attempt to recreate configuration, compatibility or product defect issues while tracking the results of investigations in the appropriate systems and communicating updates to team members
  • Review outstanding tickets and proactively communicate to end users when necessary
  • Update internal documentation whenever necessary

What We Are Looking For:

  • An Associate’s degree or equivalent on the job experience
  • At least 2-3 years experience in a technical help desk environment
  • Strong proficiency in modern Windows client operating systems and standard applications (including Microsoft Office, Chrome/Firefox)
  • Possesses a fundamental understanding of networking and IPv4 routing concepts (such as VPN, DNS, DHCP)
  • Assists junior team members by sharing expertise and helping them gain a better understanding of departmental procedures
  • Methodically troubleshoots issues while providing customers with status updates then takes action that is consistent with available facts, constraints, and probable consequences
  • Finds opportunities for improvement either in a process or procedure and proactively offers a solution for the benefit of the team and/or customers
  • Can convey complex and technical issues to non-technical customers, orally and in writing, in a manner that is easily understood
  • Works effectively with little instruction on day to day work or projects while prioritizing both in accordance with the business' needs and department best practices
  • Rapidly acquires new knowledge and learns new skills; deals effectively with ambiguity by leveraging past experience
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