Technical Support Specialist

Company: Finland Tech Solutions
Location: Chicago
Posted on: November 23, 2021

Job Description:

Technical Support SpecialistWe're a small and growing IT Managed Service Provider located in downtown Chicago. We provide outsourced IT services for small to mid-sized businesses in and around Chicago, as well as, across the US. This is a fast-paced environment role that requires critical thinking and an agile attitude to meet client needs. We are looking for an eager and motivated individual to join our team.In this Technical Support Specialist role, our ideal candidate will be primarily responsible for providing technical support to end-users on a variety of matters under the guidance of our Help Desk Manager and peers. The ideal candidate will also have some marketing and web design background but not a deal breaker. We offer technical support from our downtown office as well as some on-site work at client locations in and around the Chicagoland area. This support role will involve responding to telephone calls, e-mails and texts, then identifying, researching, and resolving technical problems including: software, hardware, cloud, VOIP and custom client built applications.This role is a salaried position which will provide help desk coverage for 40 hours a week, with occasional after hours or weekend scheduled work and upgrades.The duties of the Technical Support Specialist position include, but are not limited to the following:Provide end-users technical support with prompt, friendly, helpful, and professional communications and timely follow-up to ensure issue resolution.Demonstrate patience and persistence when assisting as well as maintaining a positive attitude when repeatedly answering similar queries.Ability to explain technical issues clearly and concisely. Communicate through and develop communication modes as requested. (Visual aids, emailed walk-throughs, in-person step-by-step)Ability to manage time, account for travel between spaces, and prioritize requests.Work in various client locations with minimal to no supervision. Plan and re-balance workload as necessary. Communicate regularly with Help Desk manager and client contacts about plans and needs.Use of the Fresh Service ticketing and Kaseya Patch Management PlatformsDeploy/Setup computers and peripherals (laptops, desktops, monitors, printers, etc.)Install software packages on computersUpgrade hardware on computersTroubleshoot various software applicationsCreate and maintain detailed documentation in our Help Desk application and intranet (instruction guides, policies, procedures, FAQ's and client training materials)Manage document library and inventory of assetsSupport the Help Desk ManagerQualificationsPreferred Bachelors, Associates degree and/or equivalent experienceExcellent communication skillsAttention to detail and detail orientedStrong customer service mentality and listening skills including sense of urgency when requiredAbility to communicate technical terms in non-technical languageKnowledge of mobile technologies, Windows 7, Windows 10, Windows 11 iPhone iOS, Android, network/printing technologies and Microsoft products such as Office 365 as well as experience with G SuiteAvailability to be "on call" on a rotational basis (weekday nights and Saturday/Sundays)At least 2-3 years of relevant work experience is preferredPhysical RequirementsAbility to lift and carry up to 75 lbsRequired Skills4+ years Experience with Microsoft Windows 7/8/104+ years Experience with Microsoft Office 2010/2013/Office 365 (Specifically MS Outlook, Word & Excel)4+ years Experience with setting up, configuring & troubleshooting PC & Laptop HardwareKnowledge of basic Microsoft Windows Server 2008/2012/2016/2019Knowledge of basic NetworkingKnowledge of Office 365 Suite of ProductsKnowledge of ticketing systems (Kaseya or Fresh Service a huge plus)Remote access solutions: VPN (Meraki Teleworker, Cisco VPN Client), Citrix Remote Access, Windows Terminal ServerNetwork and local printing (paper jam/fill, toner change, scanning to email or folder)Audio and video conferencing: Polycom, RingCentral, Teams and Zoom platformsMobile phone support: Apple iPhone (backup, restore and iCloud) email app, MobilePass 2FA, Microsoft IntuneTroubleshooting experience with Printers/ScannersUnderstanding of Internet applications IE, Firefox, Chrome, Edge, HTML and Internet protocolsReliable, enthusiastic individual with great phone etiquetteProfessional appearance and behavior, including punctualityExcellent written and oral communication skillsDesire to succeed and vastly improve IT skillsAbility to work unsupervised and make good use of free time when no help desk is neededPreferred Skills but not requiredApple Mac OSX experience a plus4-year degree in IT/CS a plusMarketing background and experience is a huge plusWebsite maintenance, SEO, blog post and general marketing a huge plusAdditional InfoBackground check and drug test required.Please send your resume and contact information, along with a recent IT project you may have completed.Failure to follow directions will result in the deletion of your email.Passionate and forward-thinking group of IT professionalsIdeal candidate will live close to or in the downtown Chicago area.Job Type: Full-timePay: $55,000.00 - $60,000.00 per yearBenefits:Dental insuranceFlexible scheduleHealth insurancePaid time offVision insuranceSchedule:Monday to FridayOn callWeekend availabilitySupplemental Pay:Bonus payApplication Question(s):Do you have at least 2+ years of working experience and knowledge with Office 365 Admin?Do you have at least 2+ years of working experience on an IT Help Desk?Please provide your salary requirements. Range is sufficient if not exactEducation:Associate (Preferred)Experience:Windows 7 /10 /11: 4 years (Required)Active Directory: 1 year (Preferred)Work Location: One location

Keywords: Finland Tech Solutions, Chicago , Technical Support Specialist, IT / Software / Systems , Chicago, Illinois