Desktop Support Technician

Mettawa, IL, United States

Job Summary

The Deskside Support Technician will provide comprehensive technical support services to the client's

campus-based personnel. All Deskside Support Technicians are subject to shift changes and travel

between sites as required.

C3i/HCL is looking for a technician to analyze and perform diagnostics related to PC and Mac systems, operating issues, and their peripherals.

The technician's professional will configure, PC/Mac systems, their peripherals, and mobile devices.

Under general supervision, responsible for receiving user tickets through electronic systems, properly

documenting all actions taken and communicating effectively with the user community throughout

life cycle of a ticket. Resolves intermediate to complex computer software and hardware problems by

applying trouble-shooting and problem-solving skills. Installs and configures company standard

applications. Supports key service-level goals including response time and end-user satisfaction.

Principal Responsibilities: (Essential Function):

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.

Provide direct technical support to client's on-site personnel

Perform IMAC related tasks as assigned (e.g., hardware break/fix and hardware or software

upgrades) including data migration

Resolve reported incidents in the software & hardware environment

Maintain incident management system with up-to-date information on ticket progress

Complete assigned tickets in timely manner within the Client SLAs

Update asset tracking inventory in accordance with work instructions

Provisioning and setup of phone for either landline or VOIP

Monitor/Resolve tickets that have been dispatched by the Service Desk for further action

Provide IT orientations for newly hired personnel

Provide support services for client's conference and training rooms

Perform customer support related tasks and special projects as assigned by management

Liaise as necessary interdepartmentally to seek resolutions to all reported issues

Travel between local offices in order to provide support for meeting and/or trainings

Job Requirement:

Education/Experience BA or Vocational school degree preferred or equivalent work experience

A+ Certification (Must be attained within three months of employment)

Microsoft Certified Professional certification a plus

Minimum of 2 years of Deskside support experience

Previous call center, computer support, or customer service experience

Technician must be able to travel if it's required by our client.

Skills Diagnose, troubleshoot, and fix Mac OS X, Windows Solutions on OS X, MacBook, MacBook Air, MacBook Pro, PowerBook, iBook, Power Mac, iMac, Mac Mini, Mac Pro, iPod, iPhone, iPad, and peripherals.

Configure and troubleshoot IOS and Android operating systems, should be able to script with PowerShell

Problem solving skills, organizational skills, and the ability to exercise sound judgment in any

customer service scenario

Excellent communication and customer service skills. Excellent teamwork skills

Excellent desktop support technical skills Experience in supporting and troubleshooting Microsoft

Office Suite, Windows Operating Systems, VPN client software, Remote Desktop tools

Ability to perform root cause analysis and determine appropriate course of action based on result

Competencies

Accountability: We all strive to be business owners, take appropriate action, controlling our work

and making decisions. We treat the company's assets as our own, always with our long term

success in mind. We accept personal responsibility to set clear expectations, meet business

objectives, improve our organizational effectiveness and communicate our actions.

Adaptability: The Company has shown continuous growth, and through this we adapt to new

changes, work situations and responsibilities. We welcome the opportunity to learn new tasks and

accept feedback positively.

Collaboration: We respect our colleagues and treat everyone as we want to be treated. We have

confidence in each other's capabilities and intentions. We believe that people work best when

there is a foundation of trust. We work toward a win/win solution as a team - across department

lines - doing what is right for all stakeholders.

Communication: We are courteous to our internal and external contacts. We clearly convey key

messages, recognizing when miscommunication has occurred and acting to correct it.

Working Relationships Maintain inter-department relationships to resolve reported incidents

Effectively communicate with extended service providers and IT infrastructure groups

Develop communication and working relationship with supervisor and colleagues

Physical Demands and Work Environment

Must be able to lift desktop computers, laptops, monitors, printers and other IT related

equipment

Notes :- All qualified applicants will receive consideration for employment without regard to race, color, religion, religious creed, sex, national origin, ancestry, age, physical or mental disability, medical condition, genetic information, military and veteran status, marital status, pregnancy, gender, gender expression, gender identity, sexual orientation, or any other characteristic protected by local law, regulation, or ordinance.

Benefits : Danta offers a compensation package to all W2 employees that are competitive in the industry. It consists of competitive pay, the option to elect healthcare insurance (Dental, Medical, Vision), Major holidays and Paid sick leave as per state law.

The rate/ Salary range is dependent on numerous factors including Qualification, Experience and Location.