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IT Deskside Support Engineer - Chicago IL, (100% Onsite)

IT Deskside Support Engineer - Chicago IL, (100% Onsite)

Georgia IT IncChicago, IL, United States
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Role : IT Deskside Support Engineer

Location : Chicago IL, (100% Onsite)

Duration : 6 Months CTH

The candidate should be willing to work out of the Client's office in downtown Chicago (100% onsite) Near Navy Pier

US Citizen or Permanent Resident only.

Responsibilities :

  • Provide 2nd level escalation support to the Tier-1 Service Desk.
  • Provide remote and on-site troubleshooting for hardware and software support.
  • Intake, log, and resolve ServiceNow support tickets and provide desk-side support to the Client's staff
  • Install, monitor, troubleshoot, replace, and support, desktop infrastructure, end user equipment (terminals, printers / printer consumables, mobile devices, scanners, VOIP phones etc.), local and wide area networks, data storage systems, Active Directory, and other third-party software.
  • Document Incidents and Service Requests with detailed break-fix steps and resolution in ticket tracking system (ServiceNow).
  • Document, update, and close tickets according to defined service level agreement (SLA) requirements.
  • Work with VIP users and knowledge workers, providing high quality professional service at all times.
  • Provide assistance and participate on new project(s) testing and deployment / delivery.
  • Work with vendors as it pertains to software and hardware troubleshooting, repair, replacement.

Experience :

  • Minimum 3-4 years of experience working on deskside support services.
  • Proficient with Active Directory know what an OU is and how to manage machine accounts and user accounts (add / delete / update).
  • Proficient with WIN 10 and VPN (Cisco Any Connect).
  • Proficient in MAC support, MAC / OS (MAC Setup, Troubleshooting).
  • Experience in Outlook setup and troubleshooting; Office 2016 / Office 2019 / O365 end user support; computer back-ups
  • Experience in Printer setup and troubleshooting.
  • Some experience in Network monitoring able to troubleshoot network related outages, connectivity, able to troubleshoot WIFI related issues.
  • Knowledge of DHCP, TCP / IP Protocols, Ping, LAN Connection related issues, patch cabling, Windows Security (Share Permissions).
  • Some experience in telephony (such as Avaya IP Office, Avaya IX Workplace, Avaya Agent Desktop) setup and troubleshooting.
  • Knowledge of ITIL processes (Incident / Service Request / Problem / Change Management)
  • Familiarity with remote tools such as MS Configuration Manager, other remote tools (LogMeIn) for troubleshooting.
  • Ability to work in a fast-paced environment, multitask, and communicate effectively directly with the users.

    • Qualifications :

  • Associate or College education preferred.
  • Relevant certifications are a plus (CompTIA, ITIL etc.)
  • Excellent verbal and written communication skills, phone etiquette, customer focused and service oriented, security minded, able to multi-task.
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    It Support Engineer • Chicago, IL, United States