Sr. IT Support technician

SUMMARY
You approach each relationship as a partnership; you want to fully understand a person's needs and are very strategic in addressing them uniquely; your caring disposition allows to you come up with innovative solutions to ensure the most comfortable, efficient, and satisfying result for your end users. You possess an innate ability to think about how your current service will tie into future service needs for the business. If you are at your best when helping others, then our organization wants to hear from you.

In this role, you will provide tier II technical support for the installation, repair, and maintenance of Apple computers, workstations and related software and hardware used in our environment and be the go-to person for all Apple products and technology. Even with being the Apple go to person, you should have a wide knowledge of Microsoft and Linux operating systems and applications to support in other areas as necessary. You will work with others in the end user computing support team and other IT work groups to implement, maintain and troubleshoot specific issues, questions and problems associated with individual computers or related hardware.

RESPONSIBILITIES:
Provide in-person analytical and technical support for the installation, repair, preventive maintenance, troubleshooting, upgrades, modifications and enhancements to individual workstations, personal computers, related hardware, and software. May have special knowledge and skills in specialized areas required to support our end user computing environment. Working knowledge of operating within a cloud centric environment.
Troubleshoot software and hardware questions, issues, problems and failures with workstations, personal computers, related hardware, and software.
Screen and diagnose internal inquiries and work requests for maintenance of personal computers. Identify incidents, issues, questions, and problems that are beyond the scope of the work group and refer those to higher-level End User Support staff members or to other IT groups.
Recommend changes to existing procedures. Works with end users as necessary to assure they know and follow new and existing procedures.
Provide direction and training to lower-level End User Support team members.
Assure all activities are documented and reported according to our IT standards.
Regularly follows up with end users to ensure that questions, issues, and problems have been resolved to the user's satisfaction.
Maintain knowledge of current trends in the development of end user hardware and software.
May work with third-party vendors and contractors in handling routine installation, maintenance and use of their products and services.
Assist with project mobilization activities; may work with projects having to do with IT infrastructure hardware.

EDUCATION/EXPERIENCE:
High school diploma and 4-6 years of related work experience providing support to end users or working in an IT support role, or an equivalent combination of work experience and education. A 2-year degree in Computer Science (or related curriculum) and knowledge of engineering applications preferred.

PREFERRED APPLE TRAINING & CERTIFICATIONS:
ACiT
ACMT

SKILLS/COMPETENCIES:

Knowledge of Microsoft operating system, macOS, Linux applications as well as a very good knowledge of personal computer technology, including a variety of computer models, printers, and peripherals. Knowledge/understanding of virtual desktop and mobile computing.
Knowledge of the MIS environment and a functional knowledge of assigned areas of specialized technical expertise.
Excellent customer service skills.
Ability to identify, analyze and resolve technical issues, questions and problems with hardware and software configurations.
Written, oral and verbal communication skills appropriate for the position.

ESPO Corporation
Willowbrook, IL 60527

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