Technical Support

Mattaponi Partners - Chicago, IL (30+ days ago)


**Please NO C2C VENDORS**

Key responsibilities:

  • Incumbent acts as a Technical Support advisor to client's staff on all information technology queries and provides state-of-the-art technical solutions in support of hardware computer and software.
  • Provides mid-level support and detailed knowledge of computer software and hardware, mid-level knowledge of network operating systems, advanced PC applications, Internet services, multi-media and messaging software
  • Responsible for the process of on-boarding and off-boarding and initial training of employees
  • Administration of hardware inventories and software licences
  • Supporting colleagues in project administration tasks
  • Create knowledge base articles to improve speed of resolution at Tier 1
  • Take ownership of escalated tickets passed on from the Global Service Desk
  • Log all calls in client's call logging system (ServiceNow)
  • Take ownership of user issues and requests and follow up the status on behalf of the customer and communicate progress in a timely manner
  • Maintain a high degree of customer service for all support queries and adhere to all service management principles
  • Provide in-house training in MS Office applications used (Word, Excel, Outlook, and PowerPoint)
  • Active Directory knowledge: Creating user accounts, reset passwords, create groups etc.
  • Mid-level administration tasks – BES, MS Exchange, AirWatch, and DUO
  • Blackberry and iPhone account management and provisioning

Main Objectives


Understand the technical aspects of the job and demonstrate basic operational ability to troubleshoot and problem solve with equipment and software issues, including laptops, PCs, printers, BlackBerry’s and iPhones.

Customer Service

Strive to exceed the expectations and needs of customers. Make it easy to do business with IT. Earn loyalty by reducing customer effort through smart anticipatory and holistic service experience.

Focus on moving technical support from Reactive to Proactive.

Systems knowledge

Follow procedures and complete system entry accurately. Use and understand company computer systems and software programs.

Key Competencies

  • Excellent communication (written & verbal), planning, organization, and administrativeskills
  • Flexibilitytoworkinafast-paced,multi-taskenvironment
  • Ability to work under tight deadlines and stressful situations
  • Ability to handle and balance multiple critical tasks at the sametime
  • Availability to travel with little notice.
  • Able to work as part of a team as well as on their own
  • Generate regular operational reports, data collation and regular documentation duties
  • Equipment configuration
  • Fault diagnosis and rectification
  • Develop, adapt and deliver best working practices
  • Logging, prioritization and escalation of IT support issues and requests
  • Routine systems administration tasks – Active Directory, BES, Exchange
  • Administration of hardware inventories and software licenses
  • Supporting colleagues in project administration tasks


  • High customer service skills
  • Strong IT skills
  • Ability work on own initiative and be fully autonomous
  • Experience of working in a corporate IT environment
  • Able to troubleshoot network issues – connectivity, performance
  • Strong knowledge of Microsoft Office 2010, 2016 and O365.
  • Strong knowledge of Windows 7 and Windows 10
  • Strong understanding of desktop and laptop hardware
  • Strong oral and written communication skills
  • Periodic physical labor, which may include moving computer equipment and flexibility to crawl underneath desks or tables to access network jacks and electric receptacles.
  • Ability to work additional hours as required.
  • Ability to learn and embrace new procedures and technologies


  • Broad technical experience that includes (but not limited to)
  • PC Architecture, Citrix, Windows 7 and 10, MS Office 2010 and 2016
  • Exposure to tablet and Smartphone devices.
  • Experience supporting and maintaining VOIP telephony systems and call manager systems (Cisco)
  • A good understanding of basic data and voice communications networks and systems
  • Experience of Active Directory and Exchange user administration
  • Experience of mobile technologies – Active Sync, Blackberry Enterprise, Air Watch, iOS, Android
  • Experience of ServiceNow as an IT Service Management tool


  • Must have a minimum of A+ or Network+ certification credentials. College degree or equivalent professional experience preferred.
  • An ITIL qualification is desirable

Job Type: Contract

Salary: $21.00 to $25.00 /hour

Required work authorization:

  • United States