Desktop Support Technician
Company: TEKsystems, Inc
Posted on: January 17, 2020
Role Overview Reporting to the Manager of Coworker Technology, the
Technology Support Technician investigates, diagnoses, and resolves
most incidents that are not resolved by the IT Service Desk. This
individual assists the IT Service Desk solve basic technical
problems and investigates more complex issues escalated to him/her.
The Technology Support Technician performs high level local desktop
support for onsite personnel as well as remote support using remote
control tools. This individual relies on experience and judgment,
as well as pre-established processes and procedures to identify,
research, and resolve technical issues. The Technology Support
Technician documents, tracks and monitors issues escalated to
him/her to ensure a timely resolution. They coordinate with
management, IT personnel, and vendors as required to address issues
related to existing IT systems and implementations of new IT
technologies. This individual will collaborate with peers to
discuss and identify solutions. Key Areas of Responsibility ?
Performs onsite installation or replacement of various hardware and
software components. ? Performs diagnostic testing and analyzes
test results to resolve the issue. ? Troubleshoot and resolve
trouble tickets related to technical difficulties with hardware,
software, and the network. ? Triage Tier 2 and Tier 3 trouble
tickets. ? Resolve network switch and connectivity issues. ?
Collaborate with development staff to recreate issues in the test
environment. ? Verify with the customer that the issue has been
resolved and update the ticketing system. ? Interface with
infrastructure, database, and development personnel. ? Communicate
the plan, progress, and issues in a timely manner. ? Initiates
escalation as appropriate to ensure management awareness ? Actively
contributes to ongoing process improvement. ? Performs other duties
or special projects as assigned. ? Ability to complete multiple
simultaneous projects in a timely manner. ? Determines root cause
of problems and identifies workarounds or permanent fixes. ?
Ensures workarounds and permanent fixes are documented and
communicated to IT Service Desk Technicians. ? Escalates issues to
Tier 3 support when the issue exceeds their skill set. ? Serves as
Subject Matter Expert (SME) for IT Coworker Technology support. ?
Writes automated routines and programs using common desktop
software. The company is an equal opportunity employer and will
consider all applications without regards to race, sex, age, color,
religion, national origin, veteran status, disability, sexual
orientation, gender identity, genetic information or any
characteristic protected by law. If you would like to request a
reasonable accommodation, such as the modification or adjustment of
the job application process or interviewing process due to a
disability, please call 888 472-3411 or email
accommodationteksystems .com for other accommodation options.
Keywords: TEKsystems, Inc, Chicago , Desktop Support Technician, Professions , Chicago, Illinois
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