Position Description & Summary Statement

Provides technical infrastructure and application Tier 1 escalations and Tier 2 support of, hardware, server and network infrastructure. Provides service desk ticket support to IT users. Documents incident response for tracking and reporting. Takes a hands-on role in applicable hardware/software/network installations configurations as requested.

Essential Position Qualifications

Bachelor’s degree in Information Technology or 5 years related work experience
8+ years of progressive information technology troubleshooting experience in a multi-user environment
8+ years of Tier 1 and Tier 2 customer support/helpdesk experience
Working knowledge of networking standards and protocols (WAN/LAN/Wi-Fi)
Working knowledge of on-premise Active Directory and MS Entra ID (formerly Azure AD)
Working knowledge of MDM Administration & App Deployment, experience with Intune a plus
Working knowledge of MacOS and hardware
Other Technology requirements:
Microsoft Windows 11; Server 2016/2019; Office365 Suite; Active Directory/Entra ID; Antivirus (Defender); Intune; Android/iOS mobile device support; VPN support; laptop/desktop and peripherals; Amazon Web Services
Excellent verbal & written communication skills, particularly with interpersonal format
Strong analysis and prioritization skills
Adaptable to changing technologies and their workplace application
Desire and capability to learn new technologies and provide appropriate service support (i.e. desktop/laptop imaging, hardware and software maintenance)
Ability to work independently and in a dynamic environment
Ability to present ideas effectively to business and IT stakeholders

Assigned Responsibilities & Duties

Upgrading, installing, and configuring application software and computer hardware
Troubleshooting and providing technical support to users
User account administration (new user creation & deactivations, providing system permissions)
Performing regular security tests and security monitoring
Maintaining networks and network file systems (onsite SAN)
Responds to requests for assistance from users and provide Tier 1 & 2 hardware, software and network troubleshooting & support
Serves as escalation point for all unresolved Tier 1 support issues
Performs project tasks as part of a team, acting independently where required
Maintains IT certifications and up to date knowledge to meet the evolving needs of the organization and its users
Experience working with a ticketing system
Aids IT Security personnel in the maintenance of spam filters, web filters and other related technology
Meeting with users to understand usage situations and assistance needs
Satisfies assistance requests in accordance with established SLAs
Provides appropriate technical advice or specific technical support as requested or as identified for the user
Assists as needed to resolve technical problems which may involve a combination of hardware, software, and networking issues
Provides infrastructure/technology expertise; aids in identification of technology improvements
Assists in the creation of user manuals and usage procedure guides
Responsible for assistance in the maintenance of IT infrastructure networks, routers, switches, backups, software testing, and hardware replacement/updates. Experience with Cisco networking gear a plus
Provides regular status reporting to management
Escalates issues according to company guidelines
Interface with infrastructure, database, and development personnel, partners and vendors
Actively contribute to ongoing process improvement
Documenting position processes
Camera system and application support, experience with exacqVision a plus
Capable of fulfill evening, weekend, and extended hours/days as required
Capable of traveling to user sites as required, multi-site support
Responsible for other duties as assigned

Benefits (Full-time Employees):

Paid time off
401K
Medical, dental, and vision coverage

Job Type: Full-time

Pay: $100,000.00 - $110,000.00 per year

Benefits:

401(k)
Dental insurance
Health insurance

Compensation Package:

Performance bonus

Schedule:

Monday to Friday

Application Question(s):

Have you created packages in Intune?
Have you deployed packages in Intune?
Do you have experience with networking security systems?

Ability to Commute:

Chicago, IL 60603 (Required)

Ability to Relocate:

Chicago, IL 60603: Relocate before starting work (Required)

Work Location: Hybrid remote in Chicago, IL 60603

Tawani Enterprises

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