IT Site Support Technician (Chicago, IL)

The Yelp IT Site Support team provides world class support for our employees in our Chicago office, remote Toronto office and those working remotely.  As an IT Site Support Technician you are the escalation point for Tier 2 issues and responsible for supporting Mac (95%) and Windows (5%) desktops and laptops, mobile devices, phones, printers, video conferencing, training and general assistance.

We are looking for someone with enterprise experience and the confidence to own both technical support and provide 5-star customer service.

What You Will Do:

  • Respond to escalated tickets and provide solutions for reported customer problems.
  • Support AV technology, video conferencing and end user training.
  • Identify, troubleshoot, and resolve hardware and software problems.
  • Provide employee training and support.
  • Prioritize and manage ticket queue.
  • Drive team projects and complete tasks on time and to specifications.
  • Strong ability to multi-task in an environment of changing priorities.
  • Work closely with our engineering, logistics and AV teams to rollout new technologies and improve and optimize our solutions.
  • Occasional travel to support remote offices.
  • Being awesome!

We Are Looking For:

  • 3-5 years of IT desktop support experience in an enterprise environment.
  • Expert in supporting current releases of macOS, Windows 10, and iOS.
  • Experience with the following technologies: Google Apps, MS Office for Mac and PC, Active Directory, Shoretel phones, Jira service desk, Jamf (Casper), HP & Ricoh MFP printers, LifeSize, and familiarity with Chrome OS and LANRev a plus
  • Excellent hands-on and remote customer service skills.
  • Ability to work independently and within a team environment.
  • Ability to prioritize and address multiple tasks and projects in a dynamic work environment.
  • Process creation and documentation experience.
  • Strong interpersonal and communication skills, strong work ethic and positive attitude.
  • A sense of humor!

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