Field Services Representative

Jobtailor

Chicago (IL)

On-site

USD 45,000 - 65,000

Full time

14 days+

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Job summary

Jobtailor is seeking a Help Desk Level II technician in Chicago to provide on-site and remote support for Windows, Mac OS, and related hardware. You will manage tickets, document procedures, and ensure uptime during outages while coordinating with vendors and internal teams.

Responsibilities include configuring devices, image deployment, user training, and maintaining inventory. Weekend or off-hours work may be required to support outages and campus events.

Qualifications

1 to 3 years of Windows and/or Mac OS hardware and software support experience
1 to 3 years of help desk experience in a medium to large-scale environment
MCP, CCT, A+, Net+, or ACTC certification preferred
Associate degree in Information Technology or related field preferred
Ability to document and adhere to established technical procedures and best practices
Experience managing workload with a ticketing system, including service orders and account information gathering

Responsibilities

Provide exceptional service to customers
Respond promptly to emergency outages
Maintain a schedule for onsite customer appointments within a 24-48 hour SLA
Configure, install, and support laptops, desktops, monitors, keyboards, printers, and other hardware
Support Windows, Mac OS, and potentially Linux systems
Manage help desk tickets and update escalation tickets
Maintain equipment inventory and notify stakeholders when supplies need replenishment
Coordinate client activities such as move-in, conferences, and special events

Skills

Help Desk Level II Support

Windows Support

Mac OS Support

Network Troubleshooting

Active Directory

Office 365 Support

Education

Associate degree in Information Technology or closely related field

Tools

ServiceNow

Office 365

SharePoint Online

Google G-Suite

Zoom

LiveOps

MindJet MindManager

Evernote

Adobe Applications

Job description

Provide exceptional service to customers
Respond promptly to emergency outages
Maintain a schedule for onsite customer appointments within a 24-48 hour SLA
Configure, install, and support laptops, desktops, monitors, keyboards, printers, and other hardware
Support Windows, Mac OS, and potentially Linux systems
Manage help desk tickets and update escalation tickets
Maintain equipment inventory and notify stakeholders when supplies need replenishment
Prepare new and reclaimed equipment for deployment using system imaging tools
Manage accounts and equipment for new-hire and termination processes
Coordinate warranty support with vendors including Dell, Cisco, Aruba/HP, and CDW
Provide end-user training on relevant IT topics
Troubleshoot LAN and WiFi connectivity issues involving TCP/IP, DHCP, and DNS
Support VoIP phone systems and the LiveOps call center chat system
Administer accounts in Office 365, Exchange, SharePoint Online, Dropbox for Business, and other cloud services
Support locally installed applications including Microsoft Office, Adobe applications, Evernote, and MindJet MindManager
Provide required support for network devices
Administer office security-system accounts, access codes, and fobs
Address end-user and network escalations
Coordinate client activities such as move-in, conferences, and special events
Monitor, investigate, and retire equipment alarms
Assist with customer installation activities
Uphold Boldyn policies and end-user agreements
Generate reports and complete documentation and administrative duties
Attend required training events

Requirements

Skillset equivalent to a Help Desk Level II technician
1 to 3 years of Windows and/or Mac OS hardware and software support experience
1 to 3 years of help desk experience in a medium to large-scale environment
Microsoft Office support, including Outlook/Exchange and SharePoint Online
Experience with Google G-Suite, Zoom, Schoology, and similar tools
Ability to document and adhere to established technical procedures and best practices
Experience managing workload with a ticketing system, including service orders and account information gathering
ServiceNow experience preferred
Remote desktop support experience
Understanding of Active Directory user accounts, security groups, and file share permissions
Understanding of system virtualization and reducing hardware footprint
Basic network troubleshooting and connectivity support
Foundational understanding of TCP/IP, VoIP, LAN, and WiFi connections
MCP, CCT, A+, Net+, or ACTC certification preferred
Associate degree in Information Technology or a closely related field preferred
Streaming, video conferencing, and audio-video support experience
Understanding and familiarity with VoIP technologies
Must have and maintain a valid driver’s license
Must pass a criminal background check
Ability to lift up to 75 lbs
Availability during weekends, holidays, or outside typical business hours for outages or scheduled maintenance
Occasional travel to Austin, TX, other campuses, and training or project locations

Core Competencies

Demonstrates expertise in providing technical support for Windows and Mac OS systems, managing help desk operations, and troubleshooting network connectivity issues. Proficient in utilizing ticketing systems and cloud services while ensuring exceptional customer service and adherence to technical procedures.

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