Position Summary

The IT Support Specialist is responsible for providing Tier 1 and Tier 2 level support to firm end users, including but not limited to providing support for break/fix issues, enterprise application installations and troubleshooting for all in office and remote users. This role will also be involved in product implementation, management and oversight of the client PC imaging and client software deployment processes. As part of the Vista IT Operations team, this position requires deep technical knowledge, effective communication skills and a strong customer orientation to provide the frictionless, white glove service that is consistent with Vista’s high standards of service excellence.

This position is based in Chicago, IL and is for an immediate start.

Responsibilities

• Provides exceptional end user experience inclusive of excellent communications, responsive follow through, and advocacy for end user issues with IT.

• Serves as the first point of contact for end users seeking technical assistance in person, over the phone, email or through Vista’s ITSM platform (ServiceNow).

• Performs both in person and remote troubleshooting through diagnostic techniques and pertinent questions.

• Provides Tier 1 and Tier 2 Support and transition hand-off to Tier 3 when appropriate.

• Management and execution of critical processes such as employee onboarding and offboarding. This includes provisioning and deprovisioning of software licenses, account and access as well as building machines and coordinating equipment delivery.

• Supports IT assets and inventory management for both hardware and software.

• Identify and suggest improvements to processes and help develop and maintain process documentation and Knowledge Management artifacts.

• Work with IT team on projects as assigned and successfully provide expected deliverables

• Contribute to documenting IT processes and ensure KB articles are well understood and stored in a specific location

• Maintain local IT knowledge documents and provide feedback on global documents to ensure efficient troubleshooting

• Assist in managing local vendor relationships

• Coordinate office maintenance and repairs with vendors as needed including printers, computing equipment, video conferencing, etc.

• Evaluate existing systems and recommend technology solutions for upgrade and replacement as required

• On-site work week with occasional travel for field service calls.

• On call support with evening and weekend work as needed.

• Frequently sitting for extended periods of time

• Constantly operating a computer keyboard, mouse, power tools, and other computer components as needed

• Occasionally bending and climbing to reach cables in floors and ceilings

• Occasionally lifting and carrying moderately heavy objects (> 50lbs), such as computers and peripherals

Qualifications

• Working knowledge of
  • Operating Systems - Microsoft Windows, MacOS and iOS
  • Microsoft technology stack including Active Directory, M365, Azure and other products.
  • Desktop/laptop imaging methodologies (Intune, SCCM, Altiris, etc.)
  • Software packaging methodologies and automated software installation (Intune, SCCM, PDQ, etc.)
  • Remote access tools
  • A/V Conference technology (Zoom)
  • Building Access Management Technology
  • Communications technology (Cisco telephony)
  • Microsoft Active Directory and Group Policy
  • ITSM Platforms (ServiceNow)
  • MDM platforms such as JamF, InTune
  • IT Project experience as a major contributor a plus
• Extensive knowledge of
  • Microsoft Windows operating system
  • Microsoft Office 365 and related services
• Fundamental awareness of
  • Scripting languages (VBS, PowerShell, Python, WinBatch, etc.)
  • Networking fundamentals (TCP/IP, DNS, DHCP)
  • Enterprise SaaS platforms such as Salesforce, Workday, ServiceNow
  • Exchange Distribution Lists
• Bachelor’s degree in Computer Science and/or 3-5 years of equivalent work experience
• CompTIA A , Network , ITIL Foundations (Preferred)
• Ability to provide white glove service in a professional manner
• Must possess personal tact, discretion, and good judgment. Excellent interpersonal, written, and verbal communication skills.
• Skills in problem-solving; including the ability to identify and appropriately evaluate a course of action
• As a condition of employment, we require all employees to be fully vaccinated for COVID-19 prior to starting work. For purposes of this policy, “fully vaccinated” means two weeks after either (a) the single dose of a one-dose vaccine regimen, or (b) the second dose of a two-dose vaccine regimen. We will require that you provide proof of full vaccination prior to beginning your employment. We are an equal opportunity employer, and will consider a request for exemption from this policy for medical reasons or sincerely-held religious beliefs where reasonable accommodations are possible without imposing undue hardship, to the extent required by law.