IS Field Support Specialist

The SSI Group; Des Plaines (IL); On-site; USD 39,000 - 45,000; Full time

Benefits offered by this job

Dayforce Wallet

Healthcare

PTO 26 days

Job summary

LSSI is seeking a dedicated IT Support Specialist in Des Plaines, IL to provide level 1–2 support, train users, and maintain Windows systems and applications across sites.

Candidates should have 3–5 years in desktop/network/telephony support, familiarity with Microsoft 365, Active Directory, SharePoint, and strong communication and documentation skills.

Qualifications

• Support experience across desktop, network and telephony environments.
• Microsoft 365 suite and Windows operating systems proficiency.
• Strong documentation and communication abilities.

Responsibilities

• Provide level 1 and 2 support for systems via phone or at user workstation.
• Deliver end-user training on devices and applications usage.
• Follow procedures for responding, recording, and escalating issues.
• Collaborate to meet KPIs and SLAs for the support center.
• Configure hardware and software per established standards.
• Under supervision, install and troubleshoot PC systems.
• Manage access to networks and applications with approvals.
• Maintain knowledge of relevant technologies and services.
• Serve as liaison between IS Support Center and staff at locations.
• Demonstrate professional behavior aligned with company values.

Skills

Desktop support

Network support

Telephone support

ITIL

Windows OS

Active Directory

Microsoft 365

SharePoint

OneDrive

Teams

Documentation

Education

High school diploma or equivalent

Bachelor's degree preferred

Tools

Active Directory

Microsoft 365

SharePoint

OneDrive

Teams

Job description

Benefits and Perks:

LSSI is growing! Come be a part of this rewarding environment, and enjoy the knowledge that you’re helping make a positive difference in the lives of others,as well as these career advantages:

• On Demand Flexible Paydays for earned wages through an app called Dayforce Wallet.
• Competitive salary based upon relevant education, experience, and licensure.
• Salary $28-$33/Hourly.
• Opportunity for advancement.
• Comprehensive benefits packagefor Full-Time employees includes healthcare insurance, up to 26 days of paid time off per calendar year, sick time, 403(b) plan, Employee Assistance Program, and flexible hours.
• The paid training you need to learn, grow, and succeed!

Essential Functions:

• Provide level 1 and 2 support for systems via phone or at user workstation at LSSI locations while maintaining excellent customer support and effective resolution of issues, including support of applications and system software and computer hardware.
• Deliver end-user training on devices and applications software usage.
• Follow procedures for responding to, recording, and escalating support issues.
• Work closely with the Senior Support Specialist to meet and exceed on Key Performance Indicators including but not limited to Service Level Agreements that measure the performance of the support center.
• Configure cost-effective and standard hardware and software.
• Under supervision, install, configure, test, and troubleshoot personal computer systems following established standards.
• Grant access to corporate networks and applications with proper approvals.
• Maintain updated, broad knowledge of relevant technologies, including operation systems, application software, and network systems.
• Serve as a liaison between the IS Support Center team at CSO and staff at various LSSI locations.
• Demonstrate professional, positive behavior and carry out responsibilities with integrity, treating clients, families, other LSSI workforce members, and collaborative organizations and/or individual in a dignified, respectful, honest, and fair manner. This should be in alignment with LSSl's core values.

Position Qualifications:

• High school diploma or equivalent required.
• Bachelor's degree preferred.
• Background check clearance required.
• IT related and ITIL certifications is preferred.
• Minimum of three (3) to five (5) years' experience in desktop, network, and/or telephone support preferred.
• Knowledge and understanding of Saas and on-prem applications preferred.
• Demonstrated understanding of how an organization's technology landscape works required.
• Ability to identify repeated issues and work with the infrastructure team to bring permanent resolutions.
• Demonstrated Customer Service skills to resolve issues expeditiously.
• Accurate documentation skills required to ensure users can help themselves in resolving issues.
• Ability to communicate in a clear, comprehensible manner, both verbally and in writing.
• Demonstrated ability to work independently as well as understand when to elevate and involve team members and supervisor.
• Strong knowledge of Windows operating systems, Active Directory, Microsoft 365 tools, SharePoint, OneDrive, and Teams.
• Excellent organization, presentation, and pc/computer skills, including experience using Microsoft Office (Outlook, Teams, Word, Excel, PowerPoint) along with other related software.
• Valid driver's license, in good standing for the state of residency required.
• Access to reliable transportation required.
• Valid IL statutory minimum liability insurance coverage, bodily injury, and property damage required.