| Essential Job Functions POSITION OVERVIEW **Please note this is ON-SITE technical support for the Chicago office** The Technology Support Analyst II is responsible for day-to-day support of PC hardware and software. This includes installing, diagnosing, repairing, maintaining, and upgrading of personal computers and related systems. The candidate must have strong analytical skills and the ability to operate in extreme high-pressure situations, successfully handle multiple priorities and possess a high level of discipline while remaining flexible. The candidate should also be able to work independently when when working remote if required. The individual will also assist the Global IT Service Desk by providing phone support to our customers as needed. In addition to demonstrating considerable experience in the areas of responsibility listed above, the successful candidate will demonstrate expertise in providing prompt, professional and courteous services on all customer requests, problems, and queries. The candidate must have excellent oral and written communication skills, must show strong interpersonal and customer service skills, and will have the ability to be process-oriented yet flexible. The candidate must be able to interact with individuals of all levels. He or she must be able to work well with other technical teams to provide troubleshooting steps to aid in resolution of desktop computing issues. This role also requires participation in firm wide maintenance window with occasional overtime on weekdays and weekends, and especially during technology rollouts. - Excellent judgment in assessing user issues; intermediate trouble-shooting methodology.
- Ability to work for the best resolution either through own knowledge, documented resolution or proper and timely escalation.
- Proficient in Windows 10 OS and core application suite; including the Microsoft Suite and various Kirkland applications.
- Intermediate knowledge of Remote Computing; including Zoom, WebEx, Skype for Business, and Citrix.
- Intermediate PC troubleshooting skills and assists other team members in troubleshooting and diagnosing issues.
- Intermediate knowledge of iOS setup and troubleshooting.
- Knowledge of networks including wireless experience.
- Intermediate understanding and knowledge of Voice over IP (VOIP) telephone systems.
- Demonstrates the willingness and ability to help other team members on difficult issues.
- Documents new findings, solutions, and processes.
- Adheres to use of call ticketing system for each incident (e.g. request, issues, etc.).
- Understands and follows ticket ownership guidelines and system usage.
- Solid ability to research information through internal and external sources.
- Adheres to written procedures, checklists and all quality control associated with project rollouts.
- Participates in on-call and overtime on an as needed basis.
- Ability to setup and troubleshoot video and audio in conference rooms.
WORK ENVIRONMENT - This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, and multifunction printers.
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