Information Technology Support Technician

Altair; Normal (IL); On-site; USD 45,000 - 60,000; Full time

Job summary

A global technology company in Normal, IL is seeking an IT Support Technician for a contract position. The role involves troubleshooting desktop and network issues, documenting work through an ITSM ticketing system, and providing exceptional customer support. The ideal candidate will have critical thinking skills and experience in desktop support, with a strong emphasis on communication and prioritization.

Benefits

401(k) with matching contributions

Paid Time Off

Employee Discounts

Free training on all products

Qualifications

• 3+ years in a fast-paced Desktop Support role.
• Experience with networking, VPN, and A/V devices.
• Ability to communicate with non-technical users.

Responsibilities

• Coordinate, diagnose, and troubleshoot IT requests.
• Provide support for technical issues involving desktops and networks.
• Document all work using ITSM ticketing system.

Skills

Critical thinking

Communication skills

Technical troubleshooting

Customer support

Prioritization skills

Education

High school diploma

Associate's degree (preferred)

Tools

ServiceNow

Jira

Windows-based systems

Mac-based systems

Job description

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Transforming the Future with Convergence of Simulation and Data

Job Summary:

Our client in Normal, IL is looking for an IT Support Technician. This is a contract position.

What You Will Do:

As a Desktop Support Specialist, you'll coordinate, diagnose, and troubleshoot requests for assistance at Our CClient´s sites and remote users in the US and Canada. You will work onsite every day in the Guidepost walkup support area and the IT site support area. You will provide support services to employees with technical problems and information technology issues involving desktop, laptop, or network services. Outstanding critical thinking skills required to navigate requests which may not be clear. Must possess excellent communication skills.

Responsibilities:

• Use ITSM ticketing system (Service Now) to document all work performed.
• Perform advanced troubleshooting - technology and applications troubleshooting/repair/resolution for all endpoints (laptops, desktops, kiosk machines, and mobiles/tablets).
• Experience with: Deploying, updating, optimizing, and troubleshooting Windows-based and Mac-based workstations in a corporate environment leveraging AutoPilot, Microsoft Intune, Jamf (Casper), and other system management tools.
• Hardware and software provisioning (check-in and check-out).
• Coordinate with the other IT groups to achieve the committed SLAs and deliver world-class customer service.
• Communication - Ability to articulate technical solutions to non-technical users in simple and easy to understand terms.
• Occasional work to move/lift IT gear and move within the site.
• Possibly assist with replacing monitors and other hardware.
• Understand basic network troubleshooting of wifi and other connectivity issues.
• Being able to work in a Fast paced environment (50-75 tickets a week).
• User communication.
• Prioritizing workload.

What You Will Need:

Basics:

• High school diploma at least. Associates preferred, or relevant work history.
• 3+ years in a fast-paced Desktop Support role, where you handled changing priorities, escalations, and a high volume of tickets (50-75 per week).
• Experience with Wired/Wireless networks, VPN, Collaboration tools (Chat and Video Conferencing), A/V devices, and conference room systems.
• Familiarity with the standard helpdesk ticketing tools (ServiceNow, Jira).
• Ability to coordinate and communicate at all levels within the organization – Business Stakeholders, Vendors, Suppliers, Senior Managers, and C-Level Execs.
• Tech Savvy – Ability and passion for learning new technology and tools.
• Passion for Customer Support – A drive to help end-users get what they need to do their jobs the best they can.
• Prioritization Skills – The ability to analyze support requests and prioritize them based on impact.
• Discipline – The discipline to actively manage help desk tickets and internal IT tasks without getting distracted by email, chat, or other forms of communication.
• Ability to consistently set customer expectations and then meet or exceed those expectations.
• Strong documentation skills and the ability to articulate technical solutions to non-technical users in simple and easy-to-understand terms.

Preferred:

• Deploying, updating, optimizing, and troubleshooting Windows-based and Mac-based workstations in a corporate environment leveraging ConfigMgr, Microsoft Intune, Jamf (Casper), and other system management tools.

How You Will Be Successful:

• Envision the Future
• Communicate Honestly and Broadly
• Seek Technology and Business “First”
• Embrace Diversity and Take Risks

What We Offer:

• 401(k) with matching contributions
• Paid Time Off
• Employee Discounts
• Free training on all Altair products

Why Work with Us:

Altair is a global technology company that provides software and cloud solutions in the area of data analytics, product development, and high-performance computing (HPC). Altair enables organizations in nearly every industry to compete more effectively in a connected world, while creating a more sustainable future. With more than 3,000 engineers, scientists, and creative thinkers in 25 countries, we help solve our customer’s toughest challenges and deliver unparalleled service, helping the innovators innovate, drive better decisions, and turn today’s problems into tomorrow’s opportunities.

Our vision is to transform customer decision making with data analytics, simulation, and high-performance computing.

For more than 30 years, we have been helping our customers integrate electronics and controls with mechanical design to expand product value, develop AI, simulation and data-driven digital twins to drive better decisions, and deliver advanced HPC and cloud solutions to support unlimited idea exploration. To learn more, please visit altair.com

Ready to go? #ONLYFORWARD

At our core we are explorers; adventures; pioneers. We are the brains behind some of the world’s most revolutionary innovations and are not only comfortable in new and unchartered waters, we dive headfirst. We are the original trailblazers that make the impossible possible, discovering new solutions to our customer’s toughest challenges.

Altair is an equal opportunity employer. Our backgrounds are diverse, and every member of our global team is critical to our success. Altair’s history demonstrations a belief that empowering each individual authentic voice reinforces a culture that thrives because of the uniqueness among our team.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Contract

Job function

• Job function

  Information Technology

• Industries

  Motor Vehicle Manufacturing

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Medical insurance

Vision insurance

401(k)

Paid maternity leave

Paid paternity leave

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