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Support Services Consultant

Chicago,
Contract
Salary Range : $0

SUMMARY:

  • The Onsite Support Services Consultant assists a specific client and their respective end users within their offices on a variety of desktop and basic user issues. This role identifies, researches, and resolves technical problems. It also responds to telephone calls and email requests for technical support.
  • Additionally, the role is responsible for documenting, tracking and monitoring client interactions to ensure a timely resolution.
  • This is a Tier 1 support roll which requires a combination of good verbal communication and technical skills.

 

HIERARCHY:

Reporting to ServiceDesk Manager who reports to Director of Operations, MS

 

PRIMARY DUTIES:

  • General IT user support as directed and prioritized by the Client Administrator
  • Desktop equipment moves, adds and changes
  • Operating system and standard operating environment component upgrades as per standard desktop load
  • Non-standard operating equipment component installation and support on a best efforts approach
  • Management of printers and other peripheral equipment
  • Management of video conference facilities (via existing Client 3rd party maintenance);
  • Act as Client's agent to facilitate repairs and maintenance of mobile devices, laptops, desktops, printers, and other equipment as required
  • User training, assistance and troubleshooting for remote access services networking, cabling and new installs smart hands
  • Documentation as appropriate for both staff and technical use
  • General incident management in workplace scope
  • General request fulfilment in workplace scope
  • Local ICT knowledge documentation
  • Device lifecycle, equipment reception from vendor, local storage, moves, adds, setups, changes, loans, and disposals
  • When equipment is disposed a proper certified is needed
  • Local Inventory management
  • RMA management with devices vendor
  • Special events support
  • Meeting support
  • Remote Smart hands for other groups who need local on-site access
  • Local end-user training, support, and assistance for ICT tools adoption
  • Monthly reporting over the main KPI’s defined by Client Administrator
  • Workplace scope
    • Laptops, desktops, mobiles, landline phones, printers, peripheral equipment, meeting rooms, softphones, collaboration screens, projectors, WiFi AP, phone switchboard….

 

COMPETENCY:

Maintain Level 1 skillset and knowledge in the following core technologies:

  • Strong Desktop Management skills and knowledge of desktop management tools especially
  • Server Administration

o Active Directory

  • Cloud Services – A big plus:

o Microsoft Windows 10

o Microsoft O365, Windows Server

o Microsoft Word, Excel, Outlook, PowerPoint

  • Networking

o Basic knowledge of setting up test labs or enabling access for firewalls, switches, and wireless AP

 

REQUIRED EDUCATION and EXPERIENCE:

  • Relevant customer-facing work experience (2+ years IT support in a service desk environment)
  • One or more of the following certifications:
    • MS 900, MS500, AZ900 or AZ500
    • CompTIA A+ Technician
    • CompTIA Network+ or Microsoft Technology Associate (MTA)

 

QUALIFICATIONS:

To perform the job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

LANGUAGE SKILLS:

English required, Spanish a bonus

 

WORK ENVIRONMENT:

Work from client offices

 

EXPECTED HOURS OF WORK: 40 Hrs

 

TRAVEL: Minimal – <10 %

 

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