IT / Desktop Support/ Help Desk/ Field Support (Schaumburg)

Axiom Technologies - Schaumburg, IL

Full-time - Entry Level

Schaumburg, IL

Telecommunications

About the position

The IT/Desktop Support/Help Desk/Field Support role at Axiom Technologies involves providing onsite and on-call assistance to end-users within the organization's desktop computing environment. The position is focused on ensuring optimal service delivery by resolving customer issues, maintaining equipment, and supporting various IT applications and systems.

Responsibilities

• Provide first/second level contact and problem resolution for customer issues.
• Answer client questions in a professional manner.
• Accept and deliver all service calls assigned within the established service level agreement for each client.
• Meet established customer service satisfaction criteria as outlined in established guidelines and policies.
• Install, upgrade, support and troubleshoot XP, Windows 7, Windows 8.1, Windows 10 and Microsoft Office 2010, Cisco Jabber, and other authorized desktop applications.
• Complete real-time reporting of all calls as documented in established policies and guidelines.
• Follow various established policies, guidelines, and documents relative to the successful delivery of service for each client.
• Ensure control of assets and inventory through the prompt turnaround of parts and equipment as required by client service agreements.
• Provide timely communication on issue status and resolution.
• Maintain ticket updates for all reported incidents.
• Perform general preventative maintenance tasks on computers, laptops, and printers.
• Perform remedial repairs on desktops, laptops, printers, and any other authorized peripheral equipment.

Requirements

• Proven analytical, troubleshooting and problem-solving skills.
• Experience with Windows 7 & 10, MS Office 2010/2013/2016/365.
• Ability to communicate regarding technical issues with clients.
• Ability to drive to client locations.
• Ability to lift and/or move various computer equipment up to 50 lbs.
• Must be able to pass annual criminal and motor vehicle background checks.
• Ability to pass agility test at hire or at time of internal transfer and every 3 years thereafter.
• Broad experience of IT with basic understanding of Networks, Servers, Audio/Visual, Smart Devices and Telecoms.
• In-depth knowledge of Networking, Data Centre, Windows OS (e.g. XP, Vista, Windows 7, 10), Microsoft Office applications, and Active Directory.

Nice-to-haves

• Hands-on experience in Networking.
• Knowledge about Data Centre operations.
• Experience with mobile device management including iOS and Android devices.
• Familiarity with Mac operating systems to support Apple PC users.

Benefits

• Flexible Work Arrangement (Rostering System)
• Experience an array of different IT projects/work cases
• Be your Own Boss! (Take IT requests/work cases of your own choosing)