Job Title: Technical Support AssociateLocation: Lincolnshire ILResponsibilities:Service Delivery· Performs builds of new hire PCs and upgraded PCs;· Performs basic PC and peripheral repairs;· Performs refresh of laptop loaners;· Performs builds of basic laptops;· Performs inventory/parts processes;· Performs move process;· Performs Incident ticket processes; Responds to assigned tickets (routine and urgent) within the time frame specified by the current IS service level agreement and works issues through to resolution; Maintains appropriate documentation within the Incident system as determined through periodic ticket quality reviews;· Performs basic printer troubleshooting;· Performs basic network connectivity troubleshooting;· Performs basic software installation processes;· Follows standard operating processes for routine situations and asks for guidance in new or unusual situations;· Follows unit procedures for attendance and accurate time reporting;· Performs basic setup and support for Audio Video / Video conference needs (in specific locations);· Performs effective issue escalation to level 3 groups; and· Performs training room setup and support.Service Implementation:· Responsible for project participation including system upgrades, service improvement initiatives and service requests· Responsible for learning and utilizing new services and products or changes to existing services and products· Track time and forecast accurately related to project workQualifications/Skills:· Strong customer service skills· Works well as part of a team· Strong communication skills (written and oral)· Strong analytical and problem solving skills· Ability to work unsupervised· Working knowledge of PC hardware components and concepts· Working knowledge of Windows operating systems· Some knowledge/exposure to PC networking at the workstation level· Working knowledge of all MS Office software· Working knowledge of Audio Visual Hardware (Projectors, LCDs, Speakers) preferred (but not required)· Ability to move PC equipment Conditions:o Able to lift and move objects up to 50 pounds and to stoop or flex into tight spaces· 0-1 years of work experience within the field of PC Support.
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