Technician Support Specialist
Where
- Romeoville, IL
What you'll be doing
- Provide initial response to staff requests for technical assistance submitted to the helpdesk via phone calls and emails. Follow up with technical support requests with other technology department staff members and facilitate a resolution for staff. Monitor and administer technical support request system. Organize and distribute work orders to respective technical support teams. Provide secure and efficient response to requests for initial support of the infrastructure, troubleshoot and resolve operational systems and applications utilized by the organization. Coordinate escalation requests with the lead field technician. Provide one on one or group training to staff on hardware, software and procedural topics. Perform and coordinate technical services to district computers, printers and other end user equipment. Ensure that all systems, procedures and work practices follow established standards of security and quality control. Develop procedures and documentation to aid in providing a secure and highly functioning environment for both staff and students. Use communication/informational tools, such as the Helpdesk website, Wikis etc. to ensure accurate and timely information regarding issues, new procedures etc. are communicated to staff, students and community stakeholders. Create, modify and update technical support documents for both technical and non-technical staff; to provide end users with information on how to resolve problems, perform functions, complete procedures, etc. Ensure the districts assets are secured, documented and maintained through the use of: inventory monitoring applications reporting tools. Other duties as assigned.
What your background should be
- At least 2 years of work experience within a technical support or customer support role. Strong technical and analytical skills with proven problem-solving ability. Effective interpersonal and communication skills (written and verbal; as well as technical and non-technical communication skills). Focus on secure work practices; ability to follow security protocols with emphasis on ensuring confidentiality in the work environment. Ability to work under pressure and provide a high level of customer support, maintain composure and focus regardless of the situation. Flexible and open to change within a dynamic work environment. Ability to work successfully under direction, independently and in conjunction with other departmental team members that have varying levels of technical expertise; willingness to take a team perspective and view situations from a district wide rather than local perspective. Strong organizational skills that includes work flow management, time management and planning ability. Ability to provide technical support and training to end users in "laypersons terms'" at their technical level and often on their schedule. Ability to work a flexible schedule; either five (5) eight (8) hour days or four (4) ten (10) hour days with a potential start time between 6 am and 9 am with corresponding finish times. Ability to occasionally work evenings and weekends a plus. Valid driving license with own vehicle. Ability to lift up to 50 lbs from floor to above head height. Foster a positive working and learning environment.
Required Schooling / Training
- Associate degree in computer science or related field.
Who is the client company
- This is an educational service provider institution.
- If you are interested in this position, send your resume to apply@kochdavis.com
