Desktop Support Technician II

Forsta; Chicago, Watkins Glen (IL, NY); Hybrid; USD 125,000 - 150,000; Full time

Job summary

An established industry player is looking for a dynamic individual to join their team as a Technical Support Specialist. In this role, you will play a crucial part in enhancing the digital employee experience while providing exceptional service to clients. Your responsibilities will include troubleshooting technical issues, managing support tickets, and collaborating with team members to ensure smooth operations. This position offers a flexible hybrid work schedule, allowing you to balance in-office and remote work effectively. If you thrive in a fast-paced environment and enjoy tackling new challenges, this opportunity is perfect for you.

Benefits

Flexible Schedule

Overtime Pay

Remote Work Options

Professional Development Opportunities

Qualifications

• 2+ years providing technical support and user consultation.
• Experience with endpoint operating systems and software applications.

Responsibilities

• Resolve incidents and exceed customer expectations.
• Provide onboarding services to enhance digital experiences.
• Install and maintain systems and software.

Skills

Technical Support

Communication Skills

Problem Solving

Team Collaboration

Customer Service

Education

Bachelor's Degree in Related Field

COMPTIA A+/MCP/MCDST

Apple Certification

Tools

Microsoft Office

Active Directory

Powershell

Job description

Company Description

PG Forsta is the leading experience measurement, data analytics, and insights provider for complex industries-a status we earned over decades of deep partnership with clients to help them understand and meet the needs of their key stakeholders. Our earliest roots are in U.S. healthcare -perhaps the most complex of all industries. Today we serve clients around the globe in every industry to help them improve the Human Experiences at the heart of their business. We serve our clients through an unparalleled offering that combines technology, data, and expertise to enable them to pinpoint and prioritize opportunities, accelerate improvement efforts and build lifetime loyalty among their customers and employees.

Like all great companies, our success is a function of our people and our culture. Our employees have world-class talent, a collaborative work ethic, and a passion for the work that have earned us trusted advisor status among the world's most recognized brands. As a member of the team, you will help us create value for our clients, you will make us better through your contribution to the work and your voice in the process. Ours is a path of learning and continuous improvement; team efforts chart the course for corporate success.

Our Mission:

We empower organizations to deliver the best experiences. With industry expertise and technology, we turn data into insights that drive innovation and action.

Our Values:

To put Human Experience at the heart of organizations so every person can be seen and understood.

• Energize the customer relationship:Our clients are our partners. We make their goals our own, working side by side to turn challenges into solutions.
• Success starts with me:Personal ownership fuels collective success. We each play our part and empower our teammates to do the same.
• Commit to learning:Every win is a springboard. Every hurdle is a lesson. We use each experience as an opportunity to grow.
• Dare to innovate:We challenge the status quo with creativity and innovation as our true north.
• Better together:We check our egos at the door. We work together, so we win together.

About Me:

• You love to tinker. You enjoy a job where you are constantly learning and tackling new challenges. You enjoy spending the time thoroughly investigating problems to completion. You are secure in not always knowing the answer and see these opportunities as a time to develop your skills. You are willing to ask questions, seek input, and advocate for answers to find the root cause of technical problems. You take initiative in your own growth and want a role where you are provided a wide variety of opportunities to build your skill set.
• You like working with people and being part of a team, collaborating with others and actively sharing information with your teammates. You have excellent written and verbal communication skills and work to build trusting relationships with those around you. You take an active partnership with the people in your community to solve technical problems.
• You are detail oriented and can actively manage many tasks at once. You find working in a dynamic environment enjoyable. You can pick up, manage, and close support tickets in a timely manner for our customers. You know when to escalate work that is outside your current skill set. You take time each week to address administrative tasks so that we have accurate documentation, details, inventory, and data for our customers, business partners, and teammates.
• You thrive in an environment where every day is a little bit different than the day before.

What You Will Do:

Any one position may not include all the duties listed nor do listed examples include all tasks which may be found in positions of this class. To perform this job successfully, an individual must be able to perform each essential duty of the position satisfactorily.

• Demonstrate quality service and accountability while resolving incidents, meeting customer needs and exceeding expectations.
• Establish customer and team relationships using effective communication and collaboration skills.
• Provide exceptional onboarding services to support and enhance the digital employee experience.
• Update current tickets in a timely manner, prioritize incoming tickets and existing work, complete tickets within acceptable time frames, follow issue progress through resolution, keeping customers updated on progress throughout lifecycle.
• Install, configure, customize, troubleshoot, integrate, and maintain systems, software, and other devices.
• Track computer systems and device inventory to record accurate data for asset management.
• Support office/cubicle moves; ensure user equipment is moved to new stations and is restored to equivalent condition.
• Analyze, plan, and implement endpoint maintenance, including software patches and upgrades.
• Monitor endpoint devices for availability, error conditions, and performance.
• Provide conference room audio/visual support services for office meeting rooms.
• Use diagnostic tools, scripts, and checklists as guides to troubleshoot problems associated with network connectivity, and endpoint hardware/software.
• Develop and document standardized user processes and procedures and "how to" documentation.
• Participate in cross organizational projects that ensure our environment is up to date and secure.

Experience Level:

• 2 or more years providing technical computing support to users via direct consultation, development and delivery of computing education, writing user documentation, or related experience
• 2 or more years of technical knowledge supporting current endpoint operating systems (macOS/Chromebooks/Linux/Windows), mobile operating systems (Android, iOS), and a wide variety of software applications, including Microsoft Office, endpoint security, and software utilities, as well as a basic understanding of Microsoft Active Directory services and Microsoft Entra Active Directory.
• Ability to program using Powershell and Windows Script Host (PREFERRED)
• Can identify root cause of technical issues and make customized recommendations based on customer need.
• Understands working components of computers, how they interact & can troubleshoot failure.
• Can help install and troubleshoot many types of specialty software.
• Experience in system design, documentation, implementation, and administration of Windows, macOS, Chromebook and Linux. An emphasis on Windows or Mac competency is highly desired for this role to support specialized needs.
• Understanding of server hardware and concepts including services, security, and administration.
• Communicates both verbally and written in a respectful & attentive manner tailored to each customer's needs.
• Demonstrated ability to develop and maintain positive relationships, inside and outside of their team, interacting in a friendly, open, honest, and accepting manner.

Education Required:

• Bachelor's degree in related field and/or equivalent combination of education, certification and experience.
• COMPTIA A+/MCP/MCDST, VCA (VMWare Certified Associate), Apple certification (PREFERRED)
  

Special Working Conditions:

Coverage of extended business hours to service all US time zones with ability to provide 24/7 support as necessary. This is a non-exempt position. Employees in this position are paid an hourly pay rate, on a bi-weekly basis, and are eligible to receive overtime pay for any hours worked over 40 in a work week.

• This position has a hybrid flexible schedule with at least three days in the office and 2 days remote. Position must be in the office for all scheduled events and/or meetings to support conference rooms, executives and audio/visual needs.
• Overtime, evening, and weekends may be required; on call rotation is required.
• Some travel may be required.

Special Physical Requirements:

• This position requires the ability to communicate effectively and to operate computers and other related technical equipment. The role is required to maintain and interact with computers and frequently move objects weighing up to 50 pounds. The person in this role must be able to perform the essential functions with or without an accommodation.

Don't meet every single requirement?Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Press Ganey we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Additional Information for US based jobs:

Press Ganey Associates LLC is an Equal Employment Opportunity/Affirmative Action employer and well committed to a diverse workforce. We do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, veteran status, and basis of disability or any other federal, state, or local protected class.

Pay Transparency Non-Discrimination Notice - Press Ganey will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.

The expected base hourly salary for this position ranges from $21/hr to $35/hr . It is not typical for offers to be made at or near the top of the range. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, licensure or certifications obtained. Market and organizational factors are also considered. In addition to base salary and a competitive benefits package, successful candidates are eligible to receive a discretionary bonus or commission tied to achieved results.

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