What are the responsibilities and job description for the IT Service Desk Technician ( Hybrid / On-site ) position at Enterprise Integration?
Job Description
Job Description
JOB TITLE : Service Desk Technician ( Hybrid / On-site )
LOCATION : Northbrook, IL
Purpose :
Verbally consult with end-users to gather diagnostic information and translate and understand their technology issue(s) to diagnose the issue through debugging, requirements analysis, troubleshooting, and technical analysis. Analyze the issue to determine the appropriate solution. Apply the solution and analyze the results to determine issue resolution. Communicate resolution to the end user in non-technology language. Technicians will be required to conduct their work in such a manner that requires application of broad instructions, objectives and policies requiring considerable initiative and independent analytical and evaluative judgment.
Duties and Responsibilities :
- Gather diagnostic information from both devices and users including receipt of escalated issues for purposes of research and resolution.
- Support AS400
- Recognize problems and conduct root cause analysis.
- Receive and respond to incoming calls, and / or e-mails regarding technology issues.
- Work with end users to deliver support defined by contracted Service Level Agreements.
- Configure, test, maintain, and troubleshoot end user workstation hardware, mid-tier systems, software, networked peripheral devices, and networking hardware products.
- Assist in preparing, maintaining, and upholding procedures for logging, reporting, statistically monitoring system performance, and support documentation.
- Accurately document instances of hardware failure, repair, installation, and removal.
- Maintain up-to-date knowledge of hardware and equipment contracts and facilitate contract-based installations.
- If necessary, liaise with third-party support and technology equipment vendors.
- Work directly with clients and end users to create and enforce policies and procedures for end-users, such as accessing systems.
- Provide issue resolution support and ensure the stability, integrity, and efficient operation of client networks.
- Perform remote analysis, diagnosis, and resolution of complex system problems for a variety of technologies, devices and end users, implementing remote corrective solutions.
- Communicate solutions and status accurately and timely internally and externally.
- Meet metrics including Service Level Agreements, utilization statistics, call statistics, customer service statistics, ticket quality, billable hours, and quality of project documentation.
Job Requirements
Technical Requirements :
Software : Microsoft Office suite (all versions)
Operating Systems : Microsoft Desktop and Server OS, MacOS, Mobile OS platforms, AS400
Hardware : Desktops, laptops, wireless devices, network printers, servers, routers, switches, and firewalls
Education :
Level 1 : preferred
Level 1 : preferred
Experience :
Level 1 : 1-2 years or equivalent work experience
Other :
Level 1 : Basic
Level 1 : Basic
Preferred Experience (required for levels 2 and 3) :
Preferred Certifications (strongly preferred for level 2, required for level 3) :
MINIMAL NON-TECHNICAL REQUIREMENTS OF THE JOB :
Travel : NO
If yes, how often : as needed to support remote locations
On-Call Duty : YES
Physical Requirements : YES
If yes, describe : 30 – 100 lbs. (computer equipment)
How often? Frequently
Shift Work : YES
If yes : Assigned shift will be determined by NOC Team Lead and Engineer upon hire.
All shift work days / hours and rest days are subject to change.)
Job Status : Contract to Hire (C2H) / Hourly (35-40 hrs); Core work hours / days : Shifts Vary
Company Description
Enterprise Integration, acknowledged by CRN as one of North America's top managed service providers , is headquartered in Jacksonville, Florida. EI is an onshore IT managed service provider and is uniquely qualified to meet your needs. EI, through digital robotics technology, delivers a comprehensive solution designed to increase user productivity, decrease risk, and provide a predictable cost model for IT all with world-class customer service. We have the right people, processes, and tools to provide your company with the highest quality and most flexible solutions to meet your specific needs.
To learn more about us and our suite of services, visit www.entint.com.
Company Description
Enterprise Integration, acknowledged by CRN as one of North America's top managed service providers , is headquartered in Jacksonville, Florida. EI is an onshore IT managed service provider and is uniquely qualified to meet your needs. EI, through digital robotics technology, delivers a comprehensive solution designed to increase user productivity, decrease risk, and provide a predictable cost model for IT all with world-class customer service. We have the right people, processes, and tools to provide your company with the highest quality and most flexible solutions to meet your specific needs. To learn more about us and our suite of services, visit www.entint.com.