Support Technician I

Description

Kforce has a client that is seeking a Support Technician I near Chicago, IL.Summary:The Support Technician Level 1 is responsible for answering and entering all incoming calls and Service Desk emails in a timely manner and assisting clients with various systems' issues. This includes advanced troubleshooting, prioritizing, and completion of assigned cases in a timely manner. The Support Technician 1 must demonstrate experience in a Support technician role (service desk or desktop support), a passion for technology, and a strong desire to help others in a fast-paced, hybrid and challenging environment.Duties:

• Provide technical software, hardware, and problem resolution to users by performing question/problem diagnosis and guide users through step-by-step solutions over the phone or in person
• Assist users in operating IT equipment, provide technical assistance and training, and recommend minor remedial actions
• Interact independently with users and meet all assigned user support and IT project commitments
• Assist with functional testing of potential solutions, research, and hardware specifications

Hardware/Software support and troubleshooting:

• Interpret, analyze, diagnose, document, and resolve problems related to internal supported hardware and software within first call whenever possible
• Diagnose and repair issues with computer hardware, software, and peripheral components such as monitors, keyboards, printers, desktops, and laptops and escalate issues that are unable to be resolved at level 1
• Research support issues when resolutions are not readily attainable by checking available resources including, but not limited to: Service Desk ticketing system, and other online resources
• This group will also assist with credential management associated with employee additions, terminations, and job transfers

Requirements

• Bachelor's degree preferred
• 1-3 years of customer service and computer support in a progressive technology environment
• A+ Certification and MCP preferred
• Candidate should have strong telephone skills
• Candidate should have strong troubleshooting skills
• Candidate should have strong verbal, listening and written communication skills
• Basic understanding of computer networks and security processes
• Experience with networked PC setup and installation
• Experience identifying and resolving PC related problems
• Experience building and maintaining positive user relationships
• Support of Windows and Microsoft Office products
• Ability to handle a large call volume while maintaining superior telephone skills
• Flexibility to accommodate Service Desk's hours of operations, alternating after hours' coverage
• Strong written and verbal communication, interpersonal, and customer-service skills
• Ability to prioritize work and work accurately under pressure of deadlines with frequent interruptions
• Ability to use analytical and decision-making skills to offer options and resolve problems in a variety of contexts
• Ability to effectively communicate with diverse groups of people at various levels within a professional, global organization
• Excellent problem-solving skills; Clarifying, prioritizing, and resolving IT issues
• Knowledge of networking concepts
• Knowledge of Office 365
• Physical ability to lift 30 pounds
• Self-directed, able to work with minimal supervision

Deliver World Class Service:

• Hospitality
• Ownership

Do The Right Thing:

• Instills Trust
• Safety Conscious

Drive Results:

• Action Oriented

See The Big Picture:

• Tech Savvy

Value People:

• Communicates Effectively

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.