User Support Specialist - Itasca
Chicago, IL

Job Description

North America's number one company focused on customs brokerage and trade compliance, Livingston International also offers consulting and global trade management services as well as international freight forwarding across North America and around the globe.

Livingston is a dominant customs broker along the U.S.-Canada border. Its U.S. headquarters and air/sea hub are located in Chicago, with regional centers in Los Angeles, New York and Norfolk. Livingston employs more than 3, 200 employees at over 100 key border points, sea ports, airports and other strategic locations across North America as well as in Europe and Asia.

JOB SUMMARY

Livingston International is looking for an enthusiastic, self-sufficient User Support Specialist to provide first line technical support to end users of computer applications, software and hardware. The User Support Specialist will also troubleshoot and resolve routine issues and escalate more complex issues to other IT groups or their supervisor. The ideal candidate comes to us with a basic understanding of things like call queue, triaging priorities, active directory, Office 365, and Outlook, and more importantly has the drive to grow with a strong company and turn a job into a career.

KEY DUTIES & RESPONSIBILITIES

* Provides technical support to end users of computer applications, software and hardware.
* Troubleshoots and resolves routine issues received from end users. Assesses and prioritizes resolutions based on level of impact to the business. Escalates more complex issues to Supervisor, User Support and/or other I.T. groups as necessary.
* Communicates critical information regarding systems interruptions and problems to end users.
* Completes help desk logs within defined service level agreement timeframes.
* Performs other related duties as assigned by management. Adhere to established policies and procedures.

KNOWLEDGE & SKILLS

* Working knowledge of computer applications, hardware and software
* Ability to troubleshoot and resolve telecommunications issues
* Ability to assess the situation, determine level of impact to the business and prioritize resolution appropriately
* Proven analytical and problem solving abilities
* Strong customer service orientation
* Strong written and oral communication skills

EDUCATION & EXPERIENCE

* High school diploma or GED
* Post-Secondary education preferred

ADDITIONAL INFORMATION

* Provide on call support on a rotational schedule, including evenings, weekend and/or statutory holidays
* This is a full-time position with health care benefits, vision, dental, 401(k) match, bonus potential, PTO, etc.

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