Technical Support

Company: Judge Consulting Group
Location: Bolingbrook
Posted on: May 9, 2022

Job Description:

Technical Support:
--- Provides first and second level Help Desk support which includes receiving calls, receiving emails, instant messaging, opening and logging Help Desk tickets
--- Identify, diagnose, resolve or escalate end-user network or local printer problems, PC hardware problems, e-mail, Internet, VPN and local area network access problems
--- Provide support for production floor computing and communication endpoints including PCs, label and document printers, RF barcode scanners, Android-based tablets, and mobile and land-based telephones.
--- Troubleshoot, resolve, or escalate Wi-Fi connectivity issues
--- Assist and work with other IT teams and Business Units to provide support of the day-to-day technology operations of the company
--- Place repair tickets and manage communication with third party vendors for support
--- Work with and manage relationships with external vendors and service providers
--- Perform Imaging of Desktops and Laptops using imaging software with updated customized company desktop image
--- Tag, deliver, set up and assists in the configuration of end-user desktop hardware, software and peripherals to include toner for copiers, printers, faxes and Distribution Center Operations technology equipment ie RF Scanners.
--- Send defective Desktop Hardware and other computer devices to Vendor for repairs
--- Validate and submit purchase requests via company purchasing system.
--- Monitor Solarwinds Alerts, validate alerts with local users affected, troubleshoot issue and escalate to appropriate IT Teams if needed
--- Maintain Company Inventory of hardware and subscriptions
--- Maintain Annual Support Maintenance
--- Maintain TrackIT Help Desk Tickets assigned, update and close tickets with resolution
--- Use applications, software tools and utilities provided by IT Department
--- Mentor Tier 1 Help Desk Technicians
--- Provide support for IT projects tasks assigned by IT Help Desk Manager or IT Project Managers
--- Escalate Critical and urgent issues to IT Help Desk Manager or Management
--- Perform and complete additional Tasks assigned by IT Help Desk Manager or Management

Requirements & Experience:
--- 5+ years of help desk experience
--- 3+ years' experience with Microsoft Windows 7 pro, Windows 10 Pro, Microsoft Office Suite 2010 and 2016
--- 1+ years' experience with Microsoft Office 365 Cloud Service
--- 3+ years of technical experience with building, installing, configuring, troubleshooting and supporting desktop hardware.
--- 3+years' experience with building, installing, configuring Apple OS X and Mac hardware
--- Experience using desktop imaging or ghosting software
--- Experience with IT asset inventory tracking
--- Ability to manage and maintain IT inventory.
--- Experience performing identity management and access administration
--- Smart phone experience helpful
--- Exposure to network administration
--- Working knowledge of BMC Track IT Help Desk Software or other Help Desk Management System
--- Fundamental Linux OS experience, need to be able to navigate through IBM AIX systems
--- Demonstrated ability to work independently
--- Demonstrated ability to work well in a team environment
--- Ability to adapt and apply knowledge/skill to new Technology
--- Ability to work remotely and support end user using remote control tools available
--- Strong analytical and problem solving skills.
--- Demonstrated ability to handle multiple tasks simultaneously; must be able to prioritize.
--- Good interpersonal skills; ability to work effectively with all levels and departments.
--- Ability to effectively communicate verbally; provide excellent customer service and work with people comfortably side-by-side of varying technical acumen; ability to handle constantly changing flow of traffic; ability to problem-solve; exercise patience and professionalism during stressful situation; able to carry / move / lift objects that weigh up to 50 lbs.
--- Required the ability to work at night, off-hours, holidays, and weekends
--- Self-starting; willingness to take personal initiative and lead others
--- Highly effective written and oral communication skills
--- Need to have the ability to travel to any of the Distribution Center (DC) Locations and Offices for onsite Help Desk support or IT Project Support.
--- Travel can be schedule for multiple consecutive days.
--- Need a valid driver's license
--- Participate in emergency afterhours on-call rotation
--- IT Help Desk afterhours rotation schedule M-F 8pm - 7am and all Saturday and Sunday.

Keywords: Judge Consulting Group, Bolingbrook , Technical Support, IT / Software / Systems , Bolingbrook, Illinois