Job Directory Technical Support Analyst

Technical Support Analyst
Oak Brook, IL

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Job Description

General Description

Provide entry level technical software, hardware and network problem resolution to all users by performing question/problem diagnoses, guiding users through step-by step solutions, and clearly communicating technical solutions in a user-friendly, professional manner

Essential Functions and Responsibilities

* Field incoming help requests from end-users and prioritize / escalate the issues appropriately
* Troubleshoot software, hardware, and network issues and implement solutions
* Implement changes to networks, infrastructure, LAN/WAN/WIFI, and information technology processes
* Access and install appropriate upgrades, patches, drivers, etc.
* Update documentation describing support processes and procedures
* Log all issues from occurrence through resolution
* Lead and develop special projects pertaining to information technology
* Enforce internal information technology policies pertaining to the corporate network and security
* Conduct hardware and software inventory database maintenance and reporting
* Provide one-on-one end-user training as needed
* Provide input during the development of information technology infrastructure projects
* Remain current on Medulla policies, procedures and protocols via the Medulla Intranet: currently
* Perform other duties as assigned

Minimum Qualifications

* A+, Network+, MCP, or Security+ certification
* At least two years of end-user and desktop support
* Proficiency with Microsoft Windows 7 operating systems and suite of products (Outlook, Word, Excel, PowerPoint, etc.)
* Knowledge of remote support tools and techniques (MS RDP, VPN, etc.)
* Availability for flexible hours and/or on-call support
* Reliable transportation, valid drivers license, good driving record, and availability to travel 20% - 50% of the time

Preferred Qualifications

* Bachelors degree in Information Technology, Computer Science, or related field or equivalent experience/training
* Prior experience with web/networked computing environments (Windows Server, Microsoft Exchange 2010, Active Directory, etc.)
* Prior experience with help desk ticketing system Dell Kace
* Prior experience with VMware and Veeam
* Prior experience with Powershell or other scripting languages
* Prior experience with imaging PCs and laptops
* Prior experience with tablet and iPad user configuration
* Prior experience with creation of documents using Visio

Job Competencies

* Excellent written and verbal communication skills
* Excellent customer service orientation
* Excellent planning mindset
* Ability to articulate, plan, schedule and execute complex implementation steps for medium to large information technology projects
* Customer-service focused and comfort interacting with end-users

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