Computer Support Technician Hybrid

For further inquiries regarding the following opportunity please contact one of our Talent Specialists

Peter

Vinod

Title: Computer Support Technician Hybrid

Location: Chicago IL

Duration: 6 Months

Remote with 12 days a week onsite

Job Description

The client is seeking a Senior Computer Support Technician. The individual will provide technical guidance to staff mentor junior staff participate in Identity and Access Management functions create and implement technical configurations and maintain equipment inventory.

The resource provides Level 2 and Level 3 technical support and problem resolution services is the escalation point for issues that junior staff are unable to resolve acts as a key contact between the Information Technology Department and staff and rapidly solves medium to high complexity technical problems that are interfering with the timely completion of staffs work.

This resource also takes an active role in ensuring that user accounts are accurately set up and configured and participates in the audit activities related to account management. All activities must be performed with a positive customerservicefocused approach.

Milestones and Deliverables:

• Provide Service Desk hotline and in person assistance for business partner computer software and hardware problems including follow up and problem escalation.
• Log work requests in realtime and keep the Knowledge Management database updated to reflect recent requests and solutions.
• Resolve medium to complex technical problems impacting business partners ability to perform their daytoday work in a timely manner.
• Respond to user requests for information in a timely manner.
• Install software on workstation or mobile devices as appropriate.
• Evaluate personal computer software and make recommendations.
• Install repair and configure computer hardware and mobile devices.
• Schedule and provide business partner training for software computers and mobile devices. Training can occur as a group or on a onetoone basis as needed.
• Perform special projects as assigned. Including offhour maintenance and upgrades. Overtime and weekend hours as needed.
• Requires the ability to lift carry and move materials weighing up to 50 pounds.
• Responsible for equipment deployment.
• Responsible for equipment disposal.
• Responsible for printer maintenance.
• Apply advanced diagnostic techniques to identify problems from recurring investigate causes; and recommend and implement rootcause solutions.
• Provide support with a send of urgency to executives.
• Mentor junior Service Desk staff.
• Participate in the maintenance and execution of Identity and Access Management activities for core infrastructure and enterprise business systems including account setup modification and disabling. Actively participate in account auditing activities.
• Create test and document complex technical configurations including operating systems mobile device management and business application configurations.
• Maintain and certify fixed asset equipment inventories.
• Provide matrix reporting on Service Desk ticket activity performance against established metrics.
• Manage business partner issue escalations.
• Maintain a positive customercentric attitude in all interactions with business partners.

Knowledge Skills and Abilities:

• Associate Degree in the IT field or equivalent work experience required. Undergraduate degree preferred.
• At least one year of prior professional experience in a customerfacing Computer Support Technician role required five years preferred up to and including running Service Desk calls on site.
• Must have excellent interpersonal communication and problemsolving skills.
• At least one year of prior professional support experience with Microsoft Office and Windows required three years preferred.
• Microsoft Office Training Certification (MOUS) A Hardware and Operating Systems certification preferred.
• Audio Visual support experience preferred.
• Experience investigating and resolving known hardware system vulnerabilities identified by Cyber Security
• Experience auditing IT assets and updating digital inventory.

About us: DivIHN the IT Asset Performance Services organization provides Professional Consulting Custom Projects and Professional Resource Augmentation services to clients in the MidWest and beyond. The strategic characteristics of the organization are Standardization Specialization and Collaboration. DivIHN is an equal opportunity employer. DivIHN does not and shall not discriminate against any employee or qualified applicant on the basis of race color religion (creed) gender gender expression age national origin (ancestry) disability marital status sexual orientation or military status.