Grayson Search Partners Looking for Technical Support Specialist at Chicago, IL Full Time

Full time, permanent, full benefits, W2 direct-hire, Chicago-based role (hybrid onsite).

One of our top ranked Managed Services/Technology Consulting client has just enlisted us to help recruit for a Help Desk II Technician opening that recently came available. This role will provide the opportunity to get hands-on experience with the latest bleeding-edge technologies. Our client provides almost limitless potential for upward mobility in the fields of security, networking, and virtualization.

The ideal candidate will possess a strong desire to pursue a career in IT. Our Help Desk professionals are expected to provide high-quality end user support with a strong background in PC support (Windows/Mac) and proven experience with Microsoft Office 365. Must possess above-average customer service, organizational, verbal, and written skills.

Responsibilities Include:

• Provides world-class customer service with a focus on setting a positive and supportive tone with end-users
• Provides level 1 and 2 problem resolution via phone, email, and remote support to ensure maximum possible service availability and performance
• Tracks and maintains ticket data to enable the availability of real-time status updates and accurate metric reporting
• Desktop and laptop configuration, provisioning, and support
• Support end-users in their use of applications such as Microsoft Office, VPN, and MDM, including install, modification, and repair
• Mobile phone and tablet configuration, provisioning, and support
• Perform account management and maintenance for various applications and systems (e. g., creates or modifies user accounts and permissions, and performs password resets)
• Configure, maintain, and troubleshoot network connectivity and peripherals (printers, scanners, etc.)
• Answer/assist with primary user “how to” questions (how to add a signature to Outlook)
• Facilitates resolution and escalation of tickets/service requests to meet or exceed defined service level expectations
• Contributes and maintains accurate documentation to provide consistent solutions
• Completes assigned administrative projects (testing and other project-related tasks)
• Other duties as assigned

Requirements:

• 3+ years in a technical support role (remote end-user support experience preferred)
• Ability to be punctual and maintain a varied schedule from week to week, including rotating off-hour coverage 
• Ability to show a solid and competent understanding of Microsoft 365 and MS Active Directory
• Strong PC and Mac skills, ability to troubleshoot desktop hardware and software issues
• Experience with local and network printers
• LAN/WAN and basic network troubleshooting and problem-solving
• Familiarity with email server and spam filtering technology
• Must be energetic, self-motivated, and work well in a team environment with the ability to operate independently
• Ability to communicate clearly and accurately via phone, email, and chat
• Professional telephone demeanor with solid customer service skills and attention to detail
• Must be a quick learner capable of multi-tasking, excellent time management, and problem-solving
• Willing and able to learn and adapt to change
• Recognize opportunities and take the initiative to solve problems