IT Support
IT Support End User Support Level I Phone and skypeLemont, ILSkills/ Must Haves:
2
years of professional work experience in tier I or II technical support role Bachelor's Degree strong communication skills hands-on experience with Ticketing Systems (ServiceNow preferred) experience working in UNIX/Linux environments some working knowledge of scripting (they don't need to know how to script, but that is preferred)Location:
hybrid role -- first 90 days will be 100% ONSITE post 90 days, hybrid schedule could be approved if the contractor is doing well working hours are Mon-Fri, 9:
00am-5:
30pmCST
Job Description:
IT Support Technician Category:
End User Support Level:
1 1.0 BackgroundThe client seek a motivated and talented technical support individual to provide technical support assistance to its users, particularly for accounts, access, and other Tier-1 support matters. The individual will be a member of the ALCF User Experience (UX) and CELS Research Computing teams. 2.0 ScopeThe contractor is expected to provide tier-1 technical support for customers with various questions and issues regarding user accounts, access and login to computer systems, and creating documentation to guide customers on how to efficiently use our IT service and compute resources. 3.0 ObjectivesProvide technical support for computer systems and users. 4.0 Tasks and DeliveryResponsible for assisting users with the account signup, renewal, and reactivation process for access to resources.Responsible for providing technical support for usage of macOS and Windows OS computers.Responsible for maintaining macOS computer record enrollments in Apple Business Manager and JAMF Pro.Responsible for providing access to projects, groups, mailing lists, and Slack.Responsible for debugging issues with multi-factor authentication setup.Responsible for Improving existing helpdesk service processes where applicable.Responsible for tier-1 point of contact for all user issues, reviewing each ticket and elevating priority by triaging queries to the appropriate SME groups.Responsible for creating documentation related to getting started guides for account, project access, and usage of IT services.Responsible for onboarding new users at the facility/directorate.Responsible for assisting with user communication as appropriate.Responsible for updating and tracking customer-reported issues from submission to resolution.Responsible for the fulfillment of IT service catalog requests from customers. 5.0 Required Knowledge, Skills, and Abilities2 or more years of experience working in a technical support role provide Tier-1 or Tier-2 supportBachelor s degree in Computer Science, Information Technology, or related fieldExcellent interpersonal skills and ability to work effectively with a wide range of users and stakeholdersStrong verbal and written communication skillsStrong testing and troubleshooting skills to identify process bottlenecksSelf-starter and a team playerHands-on knowledge using ticketing software (eg. ServiceNow)Some experience working in UNIX/Linux environmentsSome working knowledge of shell scripting or other coding experience Recommended Skills Communication Debugging Hardworking And Dedicated Help Desk It Service Management Interpersonal Skills Apply to this job. Think you're the perfect candidate? Apply on company site $(document).ready( function() $(#ads-desktop-placeholder).html(
n
n
n Estimated Salary: $20 to $28 per hour based on qualifications.
2
years of professional work experience in tier I or II technical support role Bachelor's Degree strong communication skills hands-on experience with Ticketing Systems (ServiceNow preferred) experience working in UNIX/Linux environments some working knowledge of scripting (they don't need to know how to script, but that is preferred)Location:
hybrid role -- first 90 days will be 100% ONSITE post 90 days, hybrid schedule could be approved if the contractor is doing well working hours are Mon-Fri, 9:
00am-5:
30pmCST
Job Description:
IT Support Technician Category:
End User Support Level:
1 1.0 BackgroundThe client seek a motivated and talented technical support individual to provide technical support assistance to its users, particularly for accounts, access, and other Tier-1 support matters. The individual will be a member of the ALCF User Experience (UX) and CELS Research Computing teams. 2.0 ScopeThe contractor is expected to provide tier-1 technical support for customers with various questions and issues regarding user accounts, access and login to computer systems, and creating documentation to guide customers on how to efficiently use our IT service and compute resources. 3.0 ObjectivesProvide technical support for computer systems and users. 4.0 Tasks and DeliveryResponsible for assisting users with the account signup, renewal, and reactivation process for access to resources.Responsible for providing technical support for usage of macOS and Windows OS computers.Responsible for maintaining macOS computer record enrollments in Apple Business Manager and JAMF Pro.Responsible for providing access to projects, groups, mailing lists, and Slack.Responsible for debugging issues with multi-factor authentication setup.Responsible for Improving existing helpdesk service processes where applicable.Responsible for tier-1 point of contact for all user issues, reviewing each ticket and elevating priority by triaging queries to the appropriate SME groups.Responsible for creating documentation related to getting started guides for account, project access, and usage of IT services.Responsible for onboarding new users at the facility/directorate.Responsible for assisting with user communication as appropriate.Responsible for updating and tracking customer-reported issues from submission to resolution.Responsible for the fulfillment of IT service catalog requests from customers. 5.0 Required Knowledge, Skills, and Abilities2 or more years of experience working in a technical support role provide Tier-1 or Tier-2 supportBachelor s degree in Computer Science, Information Technology, or related fieldExcellent interpersonal skills and ability to work effectively with a wide range of users and stakeholdersStrong verbal and written communication skillsStrong testing and troubleshooting skills to identify process bottlenecksSelf-starter and a team playerHands-on knowledge using ticketing software (eg. ServiceNow)Some experience working in UNIX/Linux environmentsSome working knowledge of shell scripting or other coding experience Recommended Skills Communication Debugging Hardworking And Dedicated Help Desk It Service Management Interpersonal Skills Apply to this job. Think you're the perfect candidate? Apply on company site $(document).ready( function() $(#ads-desktop-placeholder).html(
n
n
n Estimated Salary: $20 to $28 per hour based on qualifications.
|
|
 | |
