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Senior IT Support Technician

CHICAGO-60602, IL, US
08/06/2018

-

Required Skills

Microsoft Office

Company

Infinity Consulting Solutions, Inc

Experience

Job Description

RESPONSIBILITIES

The Senior Technician must provide "standard" support during regularly scheduled work shifts covering at least 40 working hours each week.

In addition, the Senior Technician is expected to provide "on-call" support during scheduled weekend hours, and other support hours for urgent issues or covering shifts for absent team members.

"Standard" support incudes answering phone calls, working tickets at all priority levels, and special projects

"On-Call" support includes answering phone calls, and working high-priority tickets

Senior Technicians are expected to provide a greater level of extra support hours than more junior team members.

The Senior Technician must manage a queue of work orders in the IT Support tracking system, prioritizing the tasks to be performed, updating the work orders with information about each support incident, providing updates back to the requestor and other interested parties, and resolving the issues within defined Service Level Agreements (SLAs).

At times, the Senior Technician will be required to assign open work orders to other team members to maintain the flow of support activities, and to hand off work orders or sub-assignments to other teams at the Support Center.

The Senior Technician is expected to support IT issues at the Support Center, including, but not limited to:

Windows desktop and related hardware and software issues, including Windows 7, Windows 8, Windows 10, and Microsoft Office

MacOS desktop and related hardware and software issues (preferred)

Local and networked printers

User account setup using Active Directory and other tools

Phones, email, and connectivity

The Senior Technician is expected to support IT issues including, but not limited to:

Windows desktop and related hardware and software issues including Windows XP, Windows 7, Windows 8, Windows 10, and Microsoft Office

Local printers and fax machines

POS terminals, receipt printers, label printers, and other peripheral devices as introduced

Tablets and specialty computers for training and order processing, including drive-thru displays

User account setup using Active Directory and other tools

Local cabling and power protection

POS software (Aloha POS)

Phones, email, and connectivity

From time to time, the Senior Technician may be required to work on special projects, including:

Data entry to update shop configurations

Research and resolution of missing or corrupted data

Research and resolution of security or fraud issues

Deployment of hardware and software updates

EDUCATION, EXPERIENCE, AND BEHAVIORS

The Senior Technician Must:

Have an Associate or Bachelor degree, plus relevant technical certifications and 2-3 years of experience in information technology, including advanced experience in an information technology help desk and/or troubleshooting and issue resolution.

Have the flexibility to maintain our support and project schedules, and to travel when required for on-site shop visits.

Have demonstrated leadership skills, especially leadership in a help desk environment.

Provide personal home work space, broadband connection, and the ability to receive telephone calls; a smart phone (iOS or Android) is required for some support tasks.

Preferred Candidates Will Have:

Work experience in hospitality technology, especially 1-2 years of experience delivering technical service in a restaurant environment.

A combination of both computer skills and restaurant operation knowledge.

Experience using and configuring touch screen POS Systems, especially the Aloha POS system.