Deskside Support

This position will focus on ensuring support for local and remote users are met and employees are productive while working on PC's (Windows 10, Windows 11) and mobile devices (iPhones, iPads, Androids). Support will include answering “how to” questions, setting up new users, troubleshooting issues for internal customers using PCs, Microsoft Windows and Microsoft Office tools. This position will also be responsible for IMACD (installs, moves, adds, changes and disposal). Requests will be monitored and prioritized utilizing a User Service Desk ticket queue. Creating and maintaining documentation for various PC and new technologies support procedures will be required. Expect interaction with customers and multiple groups within USG IT at varying levels. Basic knowledge of issue analysis is required.

Ensures that necessary desktop and mobile hardware, software, and communications are available for daily operations. Reviews and analyzes production problems and provides corrective action. Ability to provide first and second level support and troubleshooting for application/technical issues, inquiries and requests. Coordinates the handling of all questions and day-to-day problems related to the use of information technology. Strong focus on improving the End User Experience. Travel may be required.

This person will be a business and customer satisfaction focused leader that will drive value across business units to grow USG’s digital productivity, ensuring that USG employees are utilizing available and appropriate technologies.

Digital Transformation

This position will require the person to love new technologies and have the ability to test, deploy new technologies and retire old technologies. The key focus will for this person will be on keeping business stakeholders productive. KEY ACCOUNTABILITIES

Job Knowledge

· The Deskside Support Technician provides support to end users on a variety of issues ranging from hardware, software, network, and account management

· Handle Service Desk escalations through tickets

· Document incidents with detailed break-fix steps and resolution in the ticket tracking system

· Diagnose and resolve hardware and software problems, referring more complex networking problems to network administrators or IT managers

· Ensures implantation of IT and cyber security policies, procedures, standards and system documentation development and maintenance

· Provides on-site technical support by performing installation, and repair of workstations and related software/hardware

· Plan, coordinate and install end user devices

· Monitors service desk tickets and performs the necessary activities to respond to or resolve the tickets

· Performs various special projects and tasks as well as coordinating meetings

· Oversees installation, configuration, maintenance, and troubleshooting of network connected end-users’ hardware, software, and peripheral devices

· Keeps abreast of current technology

Ticketing System

· Become proficient in creating, modifying and closing tickets in the Service Desk ticketing system

· Monitor and maintain dedicated work queues within the tool

· Understands and follows the outlined escalation process

Position midpoint may be adjusted based on candidate’s knowledge, skills, and experience.

Qualifications - Internal

Education

Bachelor’s degree in computer science, MIS or related field

Years of Experience

A minimum of 2 years of business and IT experience Required Skills

· Active Directory administration

· Advanced knowledge of Windows OS

· Advanced knowledge of Microsoft Office and SharePoint

· Mobile device (iPhone, iPad, Android) configuration and troubleshooting

· Knowledge of Microsoft SharePoint

· Understanding of basic network equipment and concepts, i.e. DNS, DHCP, VPN, Firewall, Wi-Fi, Ethernet, Hubs/Switches/Routers, etc.

· Strong analytical and problem-solving skills

· Strong communication skills, both verbal and written, utilizing numerous vehicles (I, email, phone, face to face); ability to work in a positive and congenial manner with customers

· Good time management

· Ability to create and maintain technical documentation

Certifications Preferred:

· A PC Technician

· Network PC Technician

· Microsoft Certified Technology Specialist (MCTS)

· Microsoft Certified IT Professional - Server Administrator (MCITP)

Rate of pay may be adjusted based on the qualifications and experience of the candidate.

USG employees enjoy a number of benefit options for themselves and their families. These include two medical insurance options, as well as vision and dental coverage. The cost of these optional programs varies based on coverage level - employees generally pay 25% of the monthly premium cost, USG pays the rest. These coverage options are offered on the first day of employment with no waiting period.

Additionally, USG employees enjoy both a 401(k) Investment Plan with company match and a pension plan. Beyond these main features, employees may also choose from a number of additional programs like life insurance, accident insurance, legal insurance, even pet insurance, just to name a few. USG also offers Quarterly (hourly) / Annual (salary) bonus potential for all employees based on performance metrics tied to safety, quality, and productivity.  USG also provides employees with paid time off and paid holidays.

Since 1902, Chicago-based USG has been a leader in producing innovative, award-winning products and systems to build everything from major commercial developments and residential housing to home improvements. USG's employees are committed to the highest levels of customer satisfaction and quality in everything we do. Our steadfast commitment to the company's core business values – innovation, quality, integrity, service, diversity, efficiency and safety – have helped us become the company we are today.

 EOE including disability/veteran