Location: Arlington Heights, IL
Status: Full Time
Travel: Up to 25%
Responsible for assisting assigned customers with technical issues via phone or onsite visits.
Essential Duties and Responsibilities
The essential duties and responsibilities include the following. Other duties may be assigned.
- Provide friendly and helpful customer service to our customers.
- Provide technical assistance with our computer hardware or software.
- Resolve issues for clients via phone, in person, or electronically.
- Recommend hardware and software improvements.
- Track customer issues and resolutions.
- Manage client-side corporate system upgrades.
- Complete proper documentation of all customer issues and assistance provided.
EDUCATION AND/OR EXPERIENCE
High School Diploma, or equivalent and a minimum of three-plus years of IT experience is required. Hardware troubleshooting skills are also required.
An ideal candidate with a two or four-year degree is preferred. Experience in/with the following is strongly preferred: Windows 7/8/10 troubleshooting, Windows Server troubleshooting and configuration, Active Directory (group policies, etc.), networking, hubs/switches/routers, RAID technologies, Sonicwall, VPN (site-to-site and client, NAT, and/or RDP), and/or AirWatch. The ability to explain DHCP and DNS as well as the ability to repair and upgrade PC’s, including Servers, are extremely preferred. Certifications such as: A+, Network+, Microsoft, and/or CCNA are highly preferred.
The ideal candidate will also be self-motivated and possess highly attentive and proactive customer service abilities. Additionally, the ideal candidate will have the ability to work independently and as part of a team. Demonstrated ability to problem solve with minimal direction and supervision is preferred; solution focused. The ability to manage large amounts of data in an organized fashion is preferred. High attention to detail and strong written and verbal communication skills are ideal. The ability to manage time effectively while working under strict timelines is strongly preferred. An ability to multitask along with a strong aptitude to learn new technology is wanted. An ideal candidate will also possess the ability to maintain a positive and professional demeanor along with an ability troubleshoot and resolve IT issues.