Technical Support Analyst (remote)

Software Guidance & Assistance, Inc., (SGA), is searching for a remote Technical Support Analyst for an opportunity with one of our premier clients based in Chicago, IL

SUMMARY:

Reporting to the Manager of Information Technology, the Technical Support Specialist II is a key member of the Corporate IT Department. This position is responsible for assisting end users with technical and product support, helping to diagnose and solve operational problems, providing onboarding guidance to newly hired staff, and promoting effective communication from IT to business. The job holder will collaboratively partner with team members across the IT group and other departments to ensure a high level of service.

KEY RESPONSIBILITIES:

• Respond and follow up on technical help tickets submitted via ServiceNow system
• Provide IT support for Windows, Microsoft 365, Adobe, and a variety of other applications used internally
• Independently investigate and implement solutions to technical issues and projects within established SLA's
• Identify recurring technical issues and propose solutions to address the root problems. Contribute standard documentation to the Knowledge Base
• Deploy and maintain IT hardware, such as printers, scanners, mobile phones, end user computers, AV systems and conference phone systems
• Coordinate with other departments to resolve client issues
• Oversee device inventories and supply room and assist in reporting for budgetary purposes
• Provide audio/visual setup and support for important client meetings and board presentations
• Assist with updating and repurposing of existing computers, phones, tablets. Assist in inventory organization and deployment of new computers
• Use Microsoft Office 365 platform to assist with account access issues, passwords, and installation of software using remote Beyond Trust and MS Teams programs
• Update clients on current issues for additional information
• Serve as regional point of contact for IT related vendor services and ensure appropriate access to systems is regularly maintained
• Accepting escalations from service desk tier 1 and taking ownership to partner on resolution to networking and system related technical issues and request to infrastructure and D365 application teams as applicable.
  
  

POSITION REQUIREMENTS:

• 4 year degree in relatable field, or combination of work experience and technical education (CompTIA A /Network , Microsoft 365 Fundamentals, ITIL foundations are a plus)
• Experience using Microsoft Office 365, Windows 10/11, and other IT related software. Understanding of Mobile Device Management solutions such as Microsoft Intune and Apple Business Manager
• Experience with management and settings of Apple iOS and Android mobile systems
• Able to work in a team environment and promote great communication
• Work in a fast-paced multi-level environment. Switch between remote and in person support cases
• Problem solving and analytical capabilities, with ability to avoid complicating further
• Must be detail oriented, accurate, thorough, and timely in completion of tasks
  
  

SGA is a technology and resource solutions provider driven to stand out. We are a women-owned business. Our mission: to solve big IT problems with a more personal, boutique approach. Each year, we match consultants like you to more than 1,000 engagements. When we say let's work better together, we mean it. You'll join a diverse team built on these core values: customer service, employee development, and quality and integrity in everything we do. Be yourself, love what you do and find your passion at work. Please find us at .

SGA is an Equal Opportunity Employer and does not discriminate on the basis of Race, Color, Sex, Sexual Orientation, Gender Identity, Religion, National Origin, Disability, Veteran Status, Age, Marital Status, Pregnancy, Genetic Information, or Other Legally Protected Status. We are committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, and our services, programs, and activities. Please visit our company to request an accommodation or assistance regarding our policy.