Desktop Support Technician

Job Details

Job Location

Chicago, IL

Position Type

Full Time

Education Level

2 Year Degree

Salary Range

$59,000.00 - $62,000.00 Salary

Travel Percentage

Negligible

Job Shift

Day

Job Category

Information Technology

Job Description

STATEMENT OF PURPOSE: The Desktop Support Technician provides customer or technical support by collecting trouble tickets, analyzing issues, carrying out solutions, escalating issues, and tracking to completion. Experienced with supporting IT desktop infrastructure and minor server related issues. Responsible for collecting IT and telephony inventory, decommissioning unused assets, setting up, configuring, imaging, and deploying PCs, laptops, printers and other desktop IT assets, performing data transfers, recovery and setup, assisting end users, managing user accounts and Active Directly integration Must also be experienced troubleshooting User account, access, security issues, and manage adaptive technology software. Team members are expected to maintain the highest degree of customer service, quality, and performance within the team.

RESPONSIBILITY FOR THE WORK OF OTHERS : This position holds no direct supervisory responsibility.

TRAVEL REQUIRED : Less than 5%; metro Chicago and suburbs.

SPECIFIC ACTIVITIES INCLUDE, BUT ARE NOT LIMITED TO:

• To maintain a high degree of customer service for all support queries and

• adhere to all service management principles;

• Service all call center trouble tickets within defined SLAguidelines;

• Generate weekly trouble ticket reports to call center leadership;

• Setup and maintain local and remote agents computers and phones;

• Keep PC hardware/software current as new updates are released;

• Maintain adaptive technology server and client stations;

• Responsible for testing image/software updates beforeapplied;

• Setup and maintain training room hardware/software;

• Maintain and utilize IT Ticket System;

• Respond to trouble and work requests in person, via phone, and electronically;

• Troubleshooting and problem resolution for all networked devices;

• PC Builds, deployment, configuration, and troubleshooting;

• Hardware installation and associated problem resolution;

• Install, configure, test, maintain, monitor, and troubleshoot end user workstation hardware, software, networked peripheral devices, cabling and software;

• Prepare Phone and time & attendance reports;

• Maintain inventory database;

• Log all help desk interactions;

• Assist with Shortel logons and Configure VOIP Shortel phones;

• Assist with troubleshooting Shortel Phone connectivity;

• General telephone support and assistance;

• Reconnecting telephony lines for Shortel and non-Shortel systems;

• Receive and respond to incoming calls, pages, and/or e-mails regarding Computers and network connectivity problems;

• Prepare, maintain, and adhere to procedures for logging, reporting, and statistically monitoring network data;

• Perform system backups and recovery;

• To escalate more complex calls to the relevant IT Support member;

• Performs any other duties as assigned by Supervisor;

QUALIFICATIONS:

• Associates degree in the field of computer science, information sciences, or three years of commensurate work experience in field required;

• Call Center experience preferred;

• Hands on approach and a willingness to learn;

• Knowledge and experience requirements:

• Basic understanding of PC hardware set-up and configuration;

• Computer hardware, including printers, server, laptops, Braille Display, and other adaptive hardware.

• Adaptive Technology knowledge, skills and ability required;

• Hands-on hardware troubleshooting experience;

• Strong oral and written communication, including documentation;

• Exceptional interpersonal skills, with a customer service orientation that focuses on rapport-building, listening and questioning skills;

• Knowledge of applicable data privacy practices and laws;

• A commitment to our mission of providing opportunities for people who are blind and visually impaired, deaf-blind, or multi-disabled is essential.

Employee Benefits

BENEFIT PACKAGE UP TO AN ADDITIONAL 25% OF SALARY INCLUDING:

• 10 days paid vacation

• 12 paid holidays

• 6 sick days accrued over the year, up to 16 days available to be accumulated

• Insurance Eligibility the 1st of the month after 30 days of employment

• Medical (65% covered by the Chicago Lighthouse), dental and vision insurance offered

• Short/long term disability

• Life insurance 2x salary

• Employee recognition events

• Company matched 401(k) plan

• Reasonably priced delicious food options on site (except at Glenview location)

• Access to micro-kitchens

The Chicago Lighthouse for People Who Are Blind or Visually Impaired is an Equal Opportunity Employer in full compliance with local, state, and federal Civil Rights & Affirmative Action laws. The Chicago Lighthouse for People Who Are Blind or Visually Impaired maintains a strong policy of accommodation and a consistent practice of employing qualified individuals with disabilities. All applicants will be afforded equal employment opportunity without discrimination because of race, color, religion, sex, marital status, national origin or ancestry, citizenship status, age, physical or mental disability unrelated to ability, sexual orientation, military status, order of protection status or unfavorable discharge from military service.