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Desktop Support Technician
Ref No.: 18-05515
Location: Hoffman Estates, Illinois
Position Type:Right to Hire
Pay Rate : $ 20.00 - 25.00 /Hour
The Desktop Support Technician responds to support requests from end-users and works to resolve their issues professionally and efficiently. This individual is responsible for managing all aspects of the end-user computing environment. The Desktop Support Technician will assist in project management and completion with direction from the Help Desk Manager. 
  • Responds to user problems and works to resolve issues efficiently and professionally while developing a good rapport with the user base
  • Maintains updated ticket statuses and documents progress on all issues using company service tracking system
  • Creation and management of user accounts and profiles; provides support for password issues
  • Execute terminations, disabling expired accounts in accordance with IT and HR procedures
  • Build and install new user computers and conducts initial user training
  • Maintains asset records for all IT related equipment and licensing
  • Creates and maintains end-user documentation, support procedures, and knowledgebase articles
  • Support and maintain the Microsoft Office suite, including Outlook connectivity
  • Monitor for and repair virus and malware related issues
  • Maintain quality of service by enforcing desktop and organizational standards
  • Diagnose and solve hardware/software faults
  • Repair and replace computer and peripheral hardware 
  • Learn and support the roll-out of new applications
  • Work with IT Purchasing Analyst to obtain quotes for Hardware and software
  • Manage stock of equipment, consumables, and other supplies
  • Maintain the IT computer hardware life-cycle
  • Creation and management of phone extensions
  • Install, upgrade, support, and troubleshoot for printers and authorized peripheral equipment
  • Maintain physical office infrastructure – cabling, AV Equipment etc.
  • Manage local physical security system 
  • Perform and assist in project work
  • Experience in a high pressure environment with the ability to prioritize and set reasonable expectations to all levels
  • 3 years of experience in end-user support role, both on premise and remote
  • Excellent problem solving skills, people skills, and both verbal and written communication skills
  • Excellent PC, laptop, and peripheral hardware skills
  • Strong understanding of Windows desktop operating systems; primarily Windows 10 Professional
  • Good understanding of network concepts and protocols such as TCP/IP, DNS, DHCP, routing, switching, and firewalls
  • Experience with Microsoft Active Directory; ability to add and remove users and rights
  • Experience with computer imaging and software deployment a plus
  • Experience with technical writing skills for creating and updating processes and procedures