ITSC SUPPORT SPECIALIST II

NOW Foods; Bloomingdale (IL); On-site; USD 60,100 - 76,500; Full time

Job summary

NOW Foods is seeking an IT Support Specialist at our Bloomingdale, IL location to provide exceptional front-line IT support. You will handle various forms of user requests, lead troubleshooting efforts, and ensure timely resolution of issues across multiple platforms.

The ideal candidate will have over 5 years of IT service experience and a solid understanding of desktop environments, networking, and user support protocols. Must possess excellent communication skills to interact effectively with team members and users.

Qualifications

• 5+ years of practical IT support experience.
• Broad knowledge of end-user computing environments.
• Ability to communicate technical information clearly.

Responsibilities

• Provide front-line IT support for user community.
• Assist with imaging, configuration, and testing of desktop environment.
• Support for Office 365, printers, and network issues.

Skills

User Support

Troubleshooting

Network Diagnosis

Office 365 Support

Communication Skills

Education

Bachelor’s degree in Computer Science or related field

Tools

ServiceNow

Cisco VoIP

Job description

KNOLLWOOD - CORPORATE OFFICE
244 KNOLLWOOD DRIVE
BLOOMINGDALE, IL 60108, USA

Pay range: $60,100 to $76,500 USD

Description

SUMMARY

The primary role of the IT Support Specialist for NOW Health Group is to provide exceptional front line IT support and customer service for our User Community. Work closely with IT peers and provide “remote hands‑on support” when needed.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Respond to all forms of user support requests including ITSC Phone Coverage, email to the ITSC, face‑to‑face requests, and network/system outages.
• Open ITSC tickets, monitor the ITSC queue, and provide status updates.
• Provide follow‑up calls to ensure satisfactory issue resolution.
• Build and maintain working relationships with all IT peers and the user community.
• Assist with imaging, installation, configuration, and testing of the desktop environment.
• First and second level response for all desktop hardware/software problems: identify source and trends of technical problems to prevent future occurrences.
• First and second level support to diagnose printer/printing issues.
• First and second level support for Webex meeting services.
• First and second level support for Jabber IM environment.
• First and second level support for Office 365 environment.
• First and second level support for the Fruitful Yield Store Locations and Corporate Headquarters.
• Provide support for all NOW Health Group locations.
• Recommend ways to improve product and service support levels.
• Assist in the maintenance and support of our server environment.
• Assist in the maintenance and support of our WAN/LAN networking environment.
• Assist in time‑critical application support issues such as the Order Fulfillment environment.
• Work independently on projects and/or provide support to other project teams as needed.
• Some weekend, off‑hours, and on‑call support may be required.
• Other duties as assigned.

SAFETY RESPONSIBILITY STATEMENT

Supports a culture of safety; follows all workplace health and safety procedures and ensures the implementation of, adherence to, and enforcement of workplace health and safety requirements. Ensures activities are completed to promote and enforce safe behaviors by supervisors and employees. Ensures injury prevention efforts are effectively implemented. Fulfills responsibilities as outlined in the company safety management plan.

QUALIFICATIONS

• Previous support/help‑desk experience required.
• Computer science or related IT discipline coursework required.
• Approximately 5+ years of practical experience required.
• Broad knowledge of/end‑user computing, thin client, Citrix desktop, PC and MAC hardware and software applications required.
• Server systems administration/Active Directory a plus.
• General knowledge of adds, changes and deletions to the Cisco VoIP environments a plus.
• Previous experience analyzing networking issues with telecom company a plus.
• Ability to support the NOW Health Group smartphone environment a plus.
• ServiceNow administration a plus.

EDUCATION AND/OR EXPERIENCE

Bachelor’s degree (B.A.) from a four‑year college or university; or at least five years of related experience and/or training; or an equivalent combination of education, technology certifications and experience. A broad technology background is critical.

LANGUAGE SKILLS

• Good oral and written communication skills.
• Ability to effectively present information and respond to questions from users.
• Ability to read, analyze, apply and improve technical procedures.
• Ability to read and interpret documents such as procedure manuals, business periodicals, professional journals, operating and maintenance instructions, and safety rules.

REASONING ABILITY

• Sound decision‑making and trouble‑shooting ability.
• Ability to proactively analyze problems and suggest solutions.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Equal Opportunity Employer.
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.