Information Technology Support Specialist

Job Title: Client T Support

Location: Plainfield, IL

Duration: 90 days Contract to Hire role

Shift: The initial schedule for this position is Monday through Friday, from 8:00 AM to 5:00 PM. After approximately 45 days, the schedule will transition to: Monday, Wednesday, and Friday: 8:00 AM to 5:00 PM Tuesday and Thursday: 10:00 AM to 7:00 PM includes a one-hour lunch break each day.

Note: Those Candidates who can work on W2 basis without any sponsorship are encouraged to apply.

Job Description:

• Identify, manage, escalation, and resolve technical issues. Install and configure software, print drivers, utilities, etc. to be utilized on workstations and computer networks.
• Troubleshoot all information technology issues, including software, hardware, and networking. Monitor installed systems, identify problems, and take corrective action.
• Role Responsibilities: Provide basic technical support to Clients.
• Troubleshoot application issues, basic diagnosing of the desktop/laptop software problems.
• Requirements: 1 - 3 years of related work experience, or an equivalent combination of education and experience. 1 - 3 years of customer service experience.
• Excellent communication skills.
• The ability to work in a team environment and commit to a flexible work schedule. Preferences: 1 - 3 years technical experience a plus.
• Previous experience troubleshooting desktop, printer and notebook issues.
• Very strong user and support of MSOffice.
• Responsible for managing the technical support needs of the site.
• This includes overseeing new hire onboarding, maintaining onsite printers, and addressing all technical issues on the premises.
• As the primary point of contact for IT at this location, the contractor must be approachable and customer-focused, acting as the face of the IT department.
• Key responsibilities include issuing laptops, replacing hardware, and performing software updates.
• Support is provided through an internal ticketing system, where ticket volumes can range from 10 to over 60 per day.
• The contractor will manage tickets and cases via chat, rather than through a call center environment, though in-person assistance is also required, as this is an onsite role in a full office environment.
• Support is provided to company internal employees both on-site and remotely, with remote assistance handled via chat.
• While ticket volumes can be as high as 80 interactions on particularly busy days, there are also quieter days with as few as 10.
• 2 Years of IT Experience: Proficiency with hardware management, including building systems, providing training, and assembling laptops.
• Relevant certifications are a plus.
• Familiarity with networking concepts is also required.
• While a degree is not mandatory, it is considered an advantage.
• Basic troubleshooting experience with printers is also necessary.
• 2 Years of Customer Service Experience: Strong customer service skills, including professional phone etiquette and the ability to interact effectively with internal staff.
• Networking Experience: Understanding of network infrastructure, with the ability to troubleshoot network-related issues and a solid grasp of networking concepts.
• Windows Experience: A strong working knowledge of Windows operating systems is required.
• Experience Flexibility: While candidates should have at least 2 years of relevant experience in total, a diverse background in IT and customer service is acceptable.