IT Support Specialist Level 3

POSITION SUMMARY:

The IT Support position will join a dynamic IT Department focused on providing superior customer service to the Power team. The IT Support person will be a detail oriented, customer centric, professional support person. The individual should be highly motivated to continuously improve IT services in quality, reliability, consistency, and efficiency. 

This position is tasked with assisting the IT team with support for our field, remote access, workstation support, and the support of various IT project implementations. This person will also be responsible for receiving requests for assistance or problem reports from users, performing an initial analysis, and invoking the proper support mechanism. The position will be expected to assist the other members of the IT Support team in issue tracking and resolution as well as other various support duties as directed by senior staff. 

MAJOR RESPONSIBILITIES:

• Acts as a technical point of contact for all employees and assists in analyzing problems and coordinating resolutions for end users and IT team; utilizes ticket tracking system to document, track and monitor issues.
• Responsible for the day-to-day support and maintenance of business-critical Power IT systems and applications.
• Performs in person support and network setups for Field offices in the Chicagoland area.
• Performs remote user support via phone and remote sessions.
• Identifies, researches, and resolves complex technical problems.
• Responsible for asset management for IT equipment and systems.
• Able to be a collaborative team member with a knack for taking initiative and contributing above and beyond expectations.

POSITION REQUIREMENTS:

• 5+ years of related IT support and help desk experience.
• Bachelor’s degree in Business, Computer Science, Information Systems or equivalent combination of education and experience.

• Personal vehicle required for travel to field offices in the Chicagoland area as needed.
• Ability and willingness to travel to out of state job sites as needed.
• Ability to lift to 50 lbs. required.
• Committed to the highest quality of customer service and time management.
• Ability to prioritize issues, communicate clearly with end users, understands escalation paths and consistent tracking of incidents in Service Desk system.
• Strong technical skills with the Windows environment, phone systems, printers, laptops, tablets, iPhone, and iPads.
• Overall, a strong technical background and some project management experience is required.
• Demonstrates ability to learn new software, understand technical information, and communicate it to others using clear, concise, and user-friendly language.
• Understands networks, firewalls, server dependencies, TCIP, subnets, and databases.
• Can easily and quickly learn and support enterprise client/web applications.
• Technology platforms: Windows OS, Microsoft 365, Mobile Device Management (MDM), Endpoint Security (Cisco Amp, Defender, Mimecast), Remote Support (LogMeIn).