Senior Technical Support Specialist

With a culture of recognition and reputation for excellence, ELS is the ideal organization in which to develop a long and successful career!

ELS is hiring for the position of Senior Service Desk Technician in Chicago, IL.

What you'll do:

The Senior Service Desk Technician works independently and as part of the Service Desk team to support and maintain technology for the ELS employees at 400 properties located throughout the US.

This role provides remote and onsite support via phone, deskside and remote control. It is pertinent that this person develops and demonstrates mastery of ELS business functions, applications and technology. They must exhibit strong communication skills in all customer and team interactions and offer exceptional customer support. They are responsible for ensuring that all problems and solutions are escalated and communicated in a timely manner.

Your job will include:

• Provide technical support to end users via various modes (e.g., phone, email, deskside, remote control)
• Communicate effectively with both novice and proficient customers and end users
• Ensure timely resolution of IT requests by prioritizing and handling tickets from open to close, researching technical issues, escalating issues and documenting resolutions
• Maintain a professional demeanor and positively represent ELS in all interactions
• Advocate for the interests of end users within internal IT communications and meetings
• Deliver basic instructions and training, for all supported applications and hardware
• Participate in the weekly on-call/afterhours support rotation
• Install, configure, troubleshoot and support all ELS employee hardware and software including windows-based desktops, laptops, tablets, smartphones, projectors, telecom handsets, headsets and A/V equipment
• Gather requirements and perform set up of workstations for equipment refreshes and on/off-boarding requests
• Administer user accounts through Active Directory, O365, etc. as well as other proprietary ELS applications for all on/off-boarding and position change requests
• Work closely with other IT teams to resolve incidents as needed
• Maintain an attitude of commitment through an outward display of willingness
• Act in the best interest of the overall team
• Create and maintain a positive working relationship within the IT and end user communities
• Create Knowledge Base articles to document problems and solutions
• Participate in the refinement and execution of IT and team initiative.

Experience & skills you need:

• 4 year college degree with a focus on Information Technology
• ITIL v3 Foundations experience or certification valued
• 5 years of exceptional customer service and problem-solving skills
• 5 years of experience supporting Windows 11, O365, MS Office Suite, MS Teams
• Experience supporting OS X and iOS
• Advanced User and security group administration through Active Directory
• Technical and IMAC (Install/Move/Add/Change) support for Computer Hardware, Software and OS, Printers, PDA’s, Telecommunications equipment, and circuits.
• Experience with a trouble ticket system, entering tickets, updating tickets until resolved or escalating property to other teams.
• Knowledge basic Windows Operating System configurations, including domain registration, basic networking configurations, printer configuration, network drive mapping, etc.
• Self-managed, motivated and team orientated
• Ability to follow tasks through to their completion with a high degree of accuracy and quality
• Available for travel as needed, sometimes with short notice

In return for your excellent skills and abilities, we offer a comprehensive benefits package including: medical, dental, and vision plans, a generous 401(k) employer match, and paid vacations, holidays, and sick time.

We invite you to visit our web site at www.equitylifestyleproperties.com for additional information regarding our exceptional resort communities.

As an Equal Opportunity Employer, we welcome and thank all applicants.

Estimated compensation for this position is:

Salary: $65,000 - $75,000

The salary listed is an estimate and not guaranteed. A salary offer will vary based on applicant's education, experience, skills, abilities, geographic location, internal equity and alignment with market data. In addition to the base pay and our benefits, some positions are eligible for bonuses, sales commissions, or incentive pay.