Basic Qualifications:
Minimum Degree Required:
High School Diploma
Minimum Years of Experience:
1 year(s) with 2+ years of experience preferred.
Preferred Qualifications:
Degree Preferred:
Bachelor Degree
Preferred Knowledge/Skills:
Demonstrates some abilities and/or a proven record of success with identifying and addressing client needs:
- Testing changes to PC images and configurations;
- Managing the PC legal hold process and reporting status and escalating when key performance metrics are not met;
- Processing PCs using specialized software and coordinating with legal team for data collection;
- Troubleshooting Windows and Mac image and configuration issues and applying advanced troubleshooting skills, outside of documented processes, to resolve end user issues;
- Using business judgment to know when to engage other technology teams to assist with resolving complex PC issues;
- Imaging and provisioning PCs for new joiners and replacing broken PCs;
- Configuring and processing virtual desktop instances (VDI);
- Using business judgment, escalating when information needed to image and provision PCs is not provided on time;
- Using business judgment to know when to escalate PC issues to vendor;
- Documenting issues and actions taken in the IT ticket management system;
- Updating and maintaining support documentation for resolving complex PC issues and transferring knowledge and teaching others;
- Identifying and delivering continuous process improvements for positive end user experience through process simplification, automation and issue elimination;
- Using data analytics to detect patterns in PC triage issues and implementing solutions to prevent recurring issues;
- Exercising judgment in knowing when to make an exception to a process or policy for business reasons;
- Independently prioritizing and addressing service incidents to achieve key performance metrics;
- Monitoring and improving own productivity and end user satisfaction and coaching team members;
- Displaying an interest in innovation and commitment to continuous learning; and,
- Quickly grasping new technologies and sharing knowledge.
Travel Requirements
Up to 20%
Job Type: Full-time
Pay: $70,000.00 - $80,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Experience level:
Shift:
Weekly day range:
Work setting:
Ability to commute/relocate:
- Chicago, IL 60606: Reliably commute or planning to relocate before starting work (Required)
Education:
- High school or equivalent (Required)
Experience:
- Customer service: 2 years (Required)
- PC Repair & Maintenance: 2 years (Required)
- computer imaging: 2 years (Required)
- PC configurations: 2 years (Preferred)
- Computer hardware: 2 years (Required)
- Help desk: 2 years (Preferred)
Work Location: In person
