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Technology Support Specialist

CHICAGO-60602, IL, US
11/19/2018

-

Required Skills

communication skills

Company

Infinity Consulting Solutions, Inc

Experience

1 to 3 Year(s)

Job Description

Technology Support Specialist

Summary: The Technology Support Specialist provides technical support for all software and hardware to all firm employees and their clients.

Responsibilities:

Performs all the duties of a Technology Support Specialist, including but not limited to the following:

Primary responsibility is to provide phone, email and desk side technical support for all firm employees and/or clients

Log all calls in the TSC ticketing database and practice total contact ownership for each ticket created in the database, following department escalation procedures when an issue
cannot be resolved within a reasonable time frame

Prioritization of calls, tickets and managing workflow

Diagnose and resolve technical hardware, software and telephone issues. Research unresolved issues using available information and escalation resources.

Perform any Subject Matter Expert duties that have been assigned by the Technology

Support Manager, including working with vendors on issue resolution

Report potential trends to the TSC Manager or Director of IS

Maintain expert knowledge on all applications

Maintain knowledge of all platforms, changes and updates, including data communications, programming, database, desktop and network administration

Provide holiday support, weekend or evening TSC support coverage when needed

Qualifications and Education:

Requires a Bachelor's degree in one of the following disciplines: Computer Science,
Information Management, or related field in order to provide consultative and technical expertise to customers

1-3+ years' technology support experience helpful

Must be consistent in performance with minimal absence and unapproved leave

Ability to perform detailed troubleshooting of complex technical issues

Ability to grow into more senior roles within the Information Systems group

Strong interpersonal skills required to communicate with all other IS members, members of the Firm (users of systems), and clients, including the ability to listen and understand situations, problems and solutions.

Must have a positive customer service attitude and ability to work well with other groups

Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form; and to deal with problems involving several concrete variables in standardized situations

Ability to critically think using logic and reasoning to identify the strengths and weaknesses of alternate solutions and problem solving

Effective communication skills, both written and oral

Capability to schedule and coordinate multiple activities in results oriented environment

Strong organization skills and ability to prioritize by problem sensitivity and independently work on several complex projects at one time