IT Technical Support Analyst II

Network Services Company; Schaumburg (IL); On-site; USD 65,000 - 85,000; Full time

Benefits offered by this job

Competitive compensation

Generous PTO policy

Summer/Flex Hours

Wellness program

401k matching

Profit sharing

Company events

Job summary

NETWORK is seeking an IT Technical Support Analyst II in Schaumburg, IL to provide end-user computing support and resolve Level 2 incidents. You will work with the IT team and vendors to address device, productivity, and VDI issues, while maintaining ticket queues and service levels. Strong Windows/Office 365 experience and AD/Exchange familiarity are preferred.

The role offers a collaborative, growth-focused environment with a strong emphasis on customer service and proactive problem solving.

Qualifications

• Experience providing Level 2 Help Desk and executive support.
• Strong aptitude in Windows OS repairs, malware removal, hardware upgrades and troubleshooting.
• Experience with Windows 10 and Office 365 suite.
• Experience supporting Active Directory.

Responsibilities

• Provide moderate to complex system-level support of end-user computing systems.
• Respond to incoming requests via Help Desk tickets, phone, email, and chat.
• Coordinate with IT team members and vendors to resolve Level 2 issues.
• Monitor ticket queues, trends, and service level commitments daily.
• Resolve password issues and user lockouts to achieve high first-call closure.
• Support conference rooms and AV equipment for meetings and training.
• Assist with new user creation and troubleshooting AD/Exchange/VDI environments.
• Provide desktop backup and security monitoring.

Skills

Help Desk Level 2

Executive support

Windows troubleshooting

Team collaboration

Education

Some college coursework, Associate or Bachelor degree

Tools

Active Directory

Exchange

Citrix VDI

Microsoft Office 365

Skype

Zoom

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

IT Technical Support Analyst II

020 Information Technology Schaumburg, IL, US

30+ days ago Requisition ID: 1351

Do you want toimprove and support end user computing systems?

Do you have a passion for being a resource and leader to others?

Are you great at collaborating with team members but still able to independently make problem solving decisions?

Do you want to work for a company that was named awinner of 2020 & 2021 Chicago's Best & Brightest Companies To Work For?

Does working in a highly-engaged organization, one that’s committed to growth, collaboration and innovation interest you?

IF SO, READ ON.

WHAT YOU'LL DO:

• Provide moderate to complex system- level support of user operating systems
• Respond to incoming customer requests via Help Desk Tickets, phone, emailand/or chat sessions, and walk-upinquiries.
• Engage and coordinate with other IT team members, and/or 3 rd party vendors as necessary to troubleshoot/address more complex Level 2 issues related to:
  • Devices/Peripherals: computing hardware (Dell/Mac), phones (desktop/mobile), operating system (Windows/Mac), and VDI (Citrix).
  • Workplace Technology: executive support, meeting/training/board rooms, local network, wireless access, digital signage, printers, reception area, temperature scanners, and employee badging system.
  • Messaging/Productivity software: MS Office 2013, MS 0365/Teams, Skype, and/or Zoom
• Monitor and manage ticket queues, trends, and service level commitments daily, with a customer-centric and preventative care approach
• Provide active support and resolution of Password issues, user lockouts, etc. throughto closure to achieve high level of first call (Interaction) closure without the needto create Incidents and assign to Level 2technicians
• Provide Workplace Technology Support – provide active support for all conference rooms and training roomsaudio visual equipment, including setup for meetings and end user support as issuesarise
• Assist with new user creation and troubleshooting of, and not limited to, Active Directory, Exchange, Yealink PhoneSystem, and VDI workstations (Citrix).
• Provide Desktop Backup; Desktop Security (malware/virus) Management andMonitoring
• Troubleshoot user issues with desktops, laptops, phones, and mobileequipment
• Provides project related support to the IT Technical Support Engineer for IT initiatives and/or process improvements.
• Meet or exceed department performance metrics such

WHO YOU ARE:

• Excellent oral and written communication skills
• Experience providing Level 2 Help Desk and Executive support
• Strong aptitude in Windows OS repairs, spyware/virus removal, hardware upgrades and troubleshooting
• Experience with Windows 10and Office 365 suite
• Experience supporting Active Directory
• Able to manage multiple tasks and quickly resolve internal customer issues
• Able to quickly triage and prioritize multiple issues based on severity and impact

WHAT YOU'LL NEED:

• Work History Requirements:
  • Minimum of 2-4 years related work experience, either full or part time, in a similar role.
• Education Requirements:
  • Some college coursework, Associate or Bachelor degree or equivalent work experience

W HAT WE OFFER:

• Competitive compensation
• Generous PTO policy
• Summer/Flex Hours all year round
• Progressive Wellness Program
• 401k matching program
• Generous Profit Sharing contribution
• FUN work environment with many company sponsored events

W HAT OUR EMPLOYEES SAY:

“Teamwork and collaboration are key factors to success at NETWORK. The learning is constant, every single day is different than the previous day and you are always exposed to new challenges. The entire NETWORK team strives to be the best for each other and our many customers.”

– Current NETWORK Employee

Our PEOPLE and CULTURE are the most important ingredient for our success at NETWORK. That’s because constant feedback is in our DNA and HOW you do it is as important as WHAT you do.

NETWORK is proud to be an equal opportunity employer. We are committed to creating a diverse workforce.