IT Support Engineer

Marex Spectron

IT Support Engineer

Chicago, IL
Full Time
Paid
  • Responsibilities

    The Helpdesk Support Analyst role will be responsible for supporting the organization's hardware and desktop application software. This individual must be able to think on their feet in a fast-paced environment, exhibit excellent troubleshooting skills and demonstrate excellent communication abilities. Candidate must demonstrate first-rate customer service skills and enjoy working with end users.

    The Helpdesk Support Analyst role is multi-faceted with the opportunity to be a contributor and implementer of new technology solutions in addition to the primary support function of those technologies. We expect the individual to be proactive, a self-motivator and voluntarily contribute as a subject matter expert to provide a premium support environment with the latest technology solutions.

    RESPONSIBILITIES

    • Provide helpdesk support and resolve problems to the end user's satisfaction remotely
    • Answer helpdesk calls and messages
    • Monitor and respond quickly and effectively to requests received through the IT helpdesk
    • Manage and monitor service tickets in the queue
    • Utilize and maintain the helpdesk tracking software
    • Document internal procedures
    • Manage PC setup and deployment for new employees using standard hardware, images and software
    • Install, configure and verify new workstations, peripheral equipment and software
    • Modify and repair computer hardware and software.
    • Maintain inventory of all equipment, software and software licenses
    • Assist in the ordering of pc hardware and peripherals
    • Escalate issues and problems to upper tier support and/or supervisor
    • Assign users and computers to proper groups in Active Directory
    • Perform timely workstation hardware and software upgrades as required
    • Respond to queries over the phone and/or in writing
    • Respond to email messages for customers seeking help; ask questions to determine nature of problem; walk customer through problem-solving process
    • Review event logs to determine malfunctions that continue to occur.
    • Run diagnostic programs to resolve problems.
    • Follow up with customers to ensure issue has been resolved.
    • Be a part of the on-call rotation.

    EXPERIENCE AND QUALIFICATION REQUIREMENTS

    • A completed or in-process Bachelor's degree in Computer Science, Engineering, or related discipline, or equivalent work experience and technical training, is required
    • 1-3 years of experience in computer systems or IT support (Trading or Financial industry desired)
    • Understanding of Windows 10, iOS and Android devices, and Printers
    • Advanced understanding of Microsoft Office 365
    • Excellent customer service and interpersonal skills; telephone and email etiquette
    • Flexible Schedule
    • Ability to use customer service standards to help others interpret policy
    • Thorough understanding of trouble ticket process
    • Excellent organizational skills
    • Strong oral and written communication skills (technical and non-technical)
    • Demonstrated problem-solving skills
    • Broad range of application, network, desktop, and mobile device knowledge is highly desirable
    • Ability to adapt to change quickly
    • Excellent written communication skills including technical writing abilities

    LI-MH1