21 days old
2017-11-032017-12-01

Desktop Support Level 1

Deerfield, IL 60015
  • Job Code
    586085
  • Payrate
    $15 To $17

SUMMARY


Provide knowledgeable PC software, hardware, and network connectivity troubleshooting. Diagnose and resolve these issues for corporate employees and sales associates. Installation, configuration and onsite support of PC software, hardware, and network devices located at Chicago Metro offices.


ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.


- Installs, configures and troubleshoots Windows operating systems and applications


- Installs, configures and troubleshoots proprietary application software


- Installs, configures and troubleshoots PC hardware and other approved peripherals


- Configures and troubleshoots network printing on client computers


- Configures mobile email clients (IOS, Android and other mobile mail clients)


- Perform installs, moves, add, changes and decommission of computer equipment


- Update asset tracking inventory in accordance with work instructions


- Provides remote support for internal customers using Landesk or Team Viewer


- Provides phone support in a professional and courteous manner


- Provides support services for conference and training rooms, including first level AV support


- Completes assigned tickets in timely manner within the agreed SLAs


- Ensures customer satisfaction with every interaction


- Keeps customer informed of issues and provides status updates in ticket tracking system


- Escalates issues as necessary to other groups within the IT organization


- Assists Analysts/Engineers in debugging network and application issues as required


- Provisions workstations using Landesk for computer deployments


- Performs special projects as requested by supervisor


- Carries out responsibilities in accordance with the organization's policies, procedures, and state, federal and local laws


- Ensures compliance with all company policies and procedures, including safety rules and regulations


- Other duties as assigned


ESSENTIAL COMPETENCIES


Teamwork


- Offers help to accomplish tasks or objectives outside one's area of primary responsibility


- Brings problems to the attention of senior team members and/or Management when unable to provide a timely resolution


- Treats everyone with respect


- Graciously accepts help from others


- Participates in developing team goals


- Shows trust and respect for all members of the team


Communication


- Communicates with a positive and professional attitude


- Communicates complete information and confirms understanding from the individual(s) being given the information


- Conducts research to obtain missing information when necessary or appropriate


- Listens and observes attentively, allowing an exchange of information


- Seeks to understand differing viewpoints or opposing views


- Is candid and honest in expressing thoughts and ideas, while remaining sensitive to others


- Writes clearly and concisely, with an appropriate awareness of the intended audience


- Considers lead time when generating written and verbal communication


- Proactive Problem Solving


- Takes full ownership and responsibility for problems, as an individual and as a part of the team


- Gathers all the facts before acting on, or recommending a solution


- Follows a logical series of steps, if deviating from documented policies and procedures and updates documentation


- Obtains any required approvals for any deviations. Approvals are in writing or at least noted when written authorization is not possible


- Maintains documentation and participates in creating/updating documentation as needed


- Communicates updates to stakeholders throughout the support/project lifecycle through to completion/resolution


- Actively participates in developing solutions/policies/procedures


- Takes initiative to recommend/implement preventative measures to resolve recurring issues


Error-free Work through Continuous Improvement and Attention to Detail


- Uses originality, imagination and inventiveness to generate new ideas, alternatives and solutions


- Develops new or improved methods, systems or procedures, continually seeking improvement


- Combines elements of existing methods and practices with new techniques


- Uses techniques such as brainstorming to bring ideas and solutions into being


- Understands details sufficiently to know which steps of a process can be altered and which are


necessary for the overall success of the process


Decision Making


- Uses sound logical judgment to choose an appropriate course of action


- Takes decisive action and seeks assistance of others in decision-making, as appropriate


- Has the flexibility to change direction when facts so warrant


- Accepts both the positive and negative consequences of decisions


- Evaluates risks, consequences and interests of those affected by decisions


Follow Through and Commitment


- Considers the ramifications of any actions taken on other areas and/or people


- Documents steps that were taken, reasons for decisions and obtained approval(s), etc.


- Ensures stakeholders are fully informed through each step of the resolution process


- Continues follow-up as necessary until problem is resolved or project is over


- Delivers on promises of service at agreed upon time, is accountable


- Confirms the customers' expectations and desired results prior to the delivery of the service (in writing when


appropriate)


- Manages expectations throughout the process by keeping the customer informed regarding status and timing


- Notifies customers and supervisor or manager as soon as a commitment may be missed


Work Ethic


- Manages their role and responsibilities with professionalism


- Goes above and beyond, takes the initiative to assist others without being asked


- Appropriately prioritizes multiple responsibilities and manages tight deadlines


- Anticipate change in technology, environments and system needs


- Takes initiative to create solutions to problems identified which have not been reported


QUALIFICATIONS


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.


The requirements listed below are representative of the knowledge, skill, and/or ability required.


- Understanding of interconnecting network devices and peripherals


o Firewalls, Switches, Routers, Servers, Workstations, PDUs, UPS


- Understanding of network topology


- Understanding of OSI Model and TCP/IP protocol suite


- Understanding of Wireless network connectivity within Enterprise Networks


- Ability to install & troubleshoot operating systems and applications


- Ability to install hardware, peripherals and resolve hardware conflicts


- Ability to work independently (Self-Managed)


- Organized and dependable (Professionalism)


- Ability to handle multiple competing priorities while maintaining a high degree of flexibility


- Ability to take initiative and work well under pressure (Remain Positive)


- Team player attitude is essential (Respect)


- Excellent interpersonal skills


- Good Time Management skills


- Excellent problem solving skills (Highly Analytical)


- Sound judgement


EDUCATION and/or EXPERIENCE


Required:


- Windows 7 and above (installation and troubleshooting)


- Microsoft Office 2013 and above (installation and troubleshooting)


- 2 years desktop/laptop support experience


- Network connectivity troubleshooting skills


- Experience supporting mobile devices and mail clients


- Deskside and Remote support experience


Preferred:


- 3+ years desktop support experience


- Experience working on a Team in an Enterprise environment


- Experience with MAC OS


- MCSA and/or CNA, or 2 years' experience as technical support person in a network environment


- 4 Year degree


- Windows MCP or 2 years equivalent experience


- Experience with O365 (Applications, Web Portal)


- Experience with HTML, Flash, and other web technologies


- Experience with MS SharePoint (1 Year)


- Experience with Commercial and Proprietary software


- Basic network administration and troubleshooting knowledge


- Experience installing and interconnecting network equipment (Switches, Routers, Firewalls)


- Experience with Active Directory Administrative Tools


CERTIFICATES, LICENSES, REGISTRATIONS


- MCSA or MCSE, A+, or equivalent work experience


LANGUAGE SKILLS


- Ability to read and comprehend instructions, short correspondence, and memos


- Ability to write technical correspondence, as well as explain technical issues to a non-technical audience


- Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization


- Makes a reasonable attempt to communicate effectively with people who speak a different dialect


PHYSICAL DEMANDS:


- Ability to lift computers, printers, and monitors up to 50 lbs


- Dexterity of hands and fingers to operate computer keyboards and mouse as well as others computer components


- Ability to operate tools


- Ability to get to branch offices by individual's own means of transportation and a valid driver's license while carrying tools\equipment and spare parts


- Overtime and travel may be required

Categories

  • Information Technology

Randstad utilizes a technology-driven focus with a human touch to provide better staffing and business solutions to organizations around the world. Our team of experts match professionals with available career opportunities in a variety of fields.

Featured Jobs

Career News

Share this job:

Desktop Support Level 1

Randstad Technologies
Deerfield, IL 60015

Share this job

Desktop Support Level 1

Randstad Technologies
Deerfield, IL
US

Separate email addresses with commas

Enter valid email address for sender.

Join us to start saving your Favorite Jobs!

Sign In Create Account
Powered ByCareerCast