22 days old

Desktop Support

Schaumburg, IL 60173
  • Job Code
  • Payrate
    $16 To $20

Primary Responsibilities:

- Strong desire to jump in and investigate issues, resolve problems, and communicate status

- Experience in incident management / root cause analysis

- Experience in system performance monitoring / management

- Proactively addresses problems and escalates appropriately

- Monitor Production environments and reacts to failures/outages per SOPs

- During a major incident, initiate and chair conference calls and drive incident to resolution as quickly as possible

- Assess criticality of failures/outages as it relates to application and business impact

- Escalate problems and roadblocks as they occur

- Provide status updates to IT Leadership and customers on current IT issues and actions being taken

- Focus on continuous improvement of the incident and problem management process, including inputs from and outputs to other IT Processes

- Identify and document production issues, raise and respond to tickets, resolve them or escalate issues to IT teams if needed

- Work with developers to analyze and identify root cause of application issues for remediation

- Work closely with management and other team members to meet project objectives and maintain maximum uptime

- Utilizing tracking software to track and monitor the resolution of issues and/or open tickets

- Prepares accurate documentation for communication and RCA.

- Communicate with diverse group of people, including technical and development personnel, senior management, business customers, and vendors with courtesy and in a constructive, professional manner.

- Act as an escalation point for the team for our senior leadership or business partners

- Ensure responsiveness as first level responder to support requests for technical support primarily through incoming calls, emails, and ticket system

- Coordinate with technical support teams to resolve or troubleshoot issues

- Troubleshoot and solve simple to highly complex hardware and software technical issues using logical troubleshooting approach with attention to detail

- Actively create and update knowledge base articles for internal/external use

- Act as a technical support liaison between our IT teams for high level issues

- Strong analytical and problem solving skills

- Ability to work as part of a team - Candidate will work closely with IT Infrastructure Teams and Development Organization.

- Document daily issues for handover call.

- Document timelines in case of major outages.

- Willing to work in a support function for other NOC Analysts who are managing active bridge calls (call OnCall Support, Open incident and/or problem tickets....)

Required Qualifications:

- Associates Degree or higher or equivalent work experience

- 2+ year of progressive IT Network Operations Center (NOC), DataCenter or Command Center experience

- Willing and able to work any shift, including weekends as needed, and on call rotations

Preferred Requirements:

- Dynatrace and HP Site Scope or other similar application monitoring tools

- ServiceNOW

- SolarWind or other similar network monitoring tools

- Basic network trouble shooting i.e. ping, trace route, TCP/IP, etc...

- 1+ year of progressive IT service desk or IT support experience


  • Information Technology

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Desktop Support

Randstad Technologies
Schaumburg, IL 60173

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Randstad Technologies
Schaumburg, IL

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