IT Support Technician

Genesee And Wyoming Railroad - East Peoria, IL

Full-time

East Peoria, IL

Mining (except Oil and Gas)

About the position

The person in this position provides direct end-user support and ensures that all calls and trouble tickets are entered and managed in ticket-tracking software in a timely manner. This role is crucial in maintaining the efficiency of IT operations and ensuring that users receive the support they need to perform their tasks effectively. The individual will be responsible for installing, configuring, and maintaining Windows corporate devices and peripherals, and will also provide off-hours support as necessary. Keeping customers informed about the status and progress of their requests is a key aspect of this role, as is troubleshooting incidents that may arise, which can include desktop, application, network, and telecom issues. In addition to direct support, the individual will be expected to identify recurring incidents and escalate them as appropriate to ensure that underlying issues are addressed. Preparing in advance for new releases and rollouts is essential to anticipate customer inquiries and minimize disruptions. The role also involves writing technical training and usage documentation for both users and team members, which is vital for knowledge sharing and improving service delivery. Researching questions and issues related to open incidents will be part of the daily responsibilities, as well as providing management with information and recommendations for service improvements. The individual will also be responsible for submitting new solutions for resolved incidents to the knowledge database, contributing to the overall efficiency and effectiveness of the support team. Additionally, the individual may assist with other projects and perform other duties as assigned, making this a dynamic and varied role within the IT department.

Responsibilities

• Install, configure, and maintain Windows corporate devices and peripherals; provide off-hours support, as necessary
• Keep customers informed on request status and progress
• Troubleshoot incidents, including but not limited to desktop, application, network, and telecom
• Identify recurring incidents and escalate as appropriate
• Prepare in advance for new releases and rollouts to anticipate customer inquiries
• Write technical training and usage documentation for user and/or team use
• Research questions and issues of open incidents
• Provide management information and recommendations for service improvements
• Submit new solutions of resolved incidents to knowledge database
• Assist with other projects and perform other duties as assigned

Requirements

• At least two years of experience in a direct customer-support role
• At least one year of experience working in the IT industry, including responsibilities for supporting Windows workstations in a corporate network environment
• At least one year of experience performing user account management responsibilities within a Windows Active Directory-based network preferred
• Good problem analysis and troubleshooting skills
• Ability to work independently with minimal supervision
• Willingness to travel as needed

Nice-to-haves

• A+ and/or Network+ certification preferred
• Knowledge of ITIL processes preferred
• Knowledge of SMS/SCCM and Active Directory preferred
• Background in Dell PCs preferred