IT Technical Support Analyst II

Do you want to improve and support end user computing systems? 

Do you have a passion for being a resource and leader to others? 

Are you great at collaborating with team members but still able to independently make problem solving decisions?

Do you want to work for a company that was named a winner of 2020 & 2021 Chicago's Best & Brightest Companies To Work For? 

Does working in a highly-engaged organization, one that’s committed to growth, collaboration and innovation interest you? 

IF SO, READ ON.

WHAT YOU'LL DO:

• Provide moderate to complex system- level support of user operating systems 

• Respond to incoming customer requests via Help Desk Tickets, phone, email and/or chat sessions, and walk-up inquiries.
• Engage and coordinate with other IT team members, and/or 3^rd party vendors as necessary to troubleshoot/address more complex Level 2  issues related to:
  • Devices/Peripherals: computing hardware (Dell/Mac), phones (desktop/mobile), operating system (Windows/Mac), and VDI (Citrix).
  • Workplace Technology:    executive support, meeting/training/board rooms, local network, wireless access, digital signage, printers, reception area, temperature scanners, and employee badging system.
  • Messaging/Productivity software:  MS Office 2013, MS 0365/Teams, Skype, and/or Zoom
• Monitor and manage ticket queues, trends, and service level commitments daily, with a customer-centric and preventative care approach
• Provide active support and resolution of Password issues, user lockouts, etc. through to closure to achieve high level of first call (Interaction) closure without the need to create Incidents and assign to Level 2 technicians
• Provide Workplace Technology Support – provide active support for all conference rooms and training rooms audio visual equipment, including setup for meetings and end user support as issues arise
• Assist with new user creation and troubleshooting of, and not limited to, Active Directory, Exchange, Yealink Phone System, and VDI workstations (Citrix).
• Provide Desktop Backup; Desktop Security (malware/virus) Management and Monitoring
• Troubleshoot user issues with desktops, laptops, phones, and mobile equipment
• Provides project related support to the IT Technical Support Engineer for IT initiatives and/or process improvements.
• Meet or exceed department performance metrics such 

WHO YOU ARE:

• Excellent oral and written communication skills
• Experience providing Level 2 Help Desk and Executive support
• Strong aptitude in Windows OS repairs, spyware/virus removal, hardware upgrades and troubleshooting
• Experience with Windows 10and Office 365 suite
• Experience supporting Active Directory
• Able to manage multiple tasks and quickly resolve internal customer issues
• Able to quickly triage and prioritize multiple issues based on severity and impact

WHAT YOU'LL NEED:

• Work History Requirements:
  • Minimum of 2-4 years related work experience, either full or part time, in a similar role.
• Education Requirements:
  • Some college coursework, Associate or Bachelor degree or equivalent work experience

WHAT WE OFFER:  

• Competitive compensation 
• Medical, dental, & vision coverage 
• Generous PTO policy 
• Summer/Flex Hours all year round 
• Learning & Development Opportunities 
• Progressive Wellness Program 
• 401k matching program 
• Generous Profit Sharing contribution 
• FUN work environment with many company sponsored events  

WHAT OUR EMPLOYEES SAY: 

“Teamwork and collaboration are key factors to success at NETWORK. The learning is constant, every single day is different than the previous day and you are always exposed to new challenges. The entire NETWORK team strives to be the best for each other and our many customers.” 

– Current NETWORK Employee    

Our PEOPLE and CULTURE are the most important ingredient for our success at NETWORK. That’s because constant feedback is in our DNA and HOW you do it is as important as WHAT you do. 

NETWORK is proud to be an equal opportunity employer. We are committed to creating a diverse workforce.