Technical Support Specialist II job in Chicago, IL| Recruit Arrow
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Technical Support Specialist II
Location : Illinois, Chicago
Refer job # JJUL336825
Job Responsibilities and Requirements: Responsibilities Include: Evaluate and prioritize open Help Desk tickets; Research, document, and provide accurate and timely solutions to user problems; Effectively escalate and document all support calls for which resolution at level 2 is not possible; Maintain the call tracking system through the input of resolutions to issues and/or tracking issues that are escalated to a higher level; Acquire and maintain a highly competent knowledge of relevant products, current support policies, and methods of support delivery; Develop and implement Service Level Agreements and work to achieve established performance metrics. Required Experience Bachelors Degree or equivalent work experience, plus 3 years of Help Desk work experience; working knowledge or training in Networking, Internet, and Client/Server; experience with computer hardware, network and stand-alone printers, laptops and scanners; experience using a call tracking system; experience working with service level agreements and achieving established standards, goals and performance metrics. Superior troubleshooting skills, customer service, communication and interpersonal skills; knowledge of Windows XP/7, MS Office 2007/2010, and other business applications; sound knowledge of Help Desk software, and the general Help Desk processes; Ability to work independently, with little supervision; Ability to resolve problems by telephone and remote network management techniques. Experience with: MS Windows MS Office Active Directory Network Administration User Account Administration Footprints Help Desk Ticketing Software Remote Desktop Software Telecom Support Position will be 1:00 - 10:00 p.m.
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