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Desktop Support Technician

Company: TEKsystems, Inc
Location: Chicago
Posted on: January 17, 2020

Job Description:

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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