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Job Information
Job title

IT Support Desk Infrastructure Support Specialist

Company Grant Thornton LLP
Wage between $0.00 - $0.00 Hourly
Location United States, Illinois, Villa Park
Employment type Full Time
Education Bachelor
Year Experience 1 - 2 Years of Practical Experience
Travel Not Specified
Published on 10/27/2005
Description
POSITION SUMMARY

The Information Technology Support Desk IT Infrastructure Support Specialist ( ITISS ) is primarily responsible for supporting the business practices of the firm by delivering reliable, high quality computer products, services and support. The IT Support Desk ITISS also applies a broad working knowledge of information technology products and services to more complex assignments and supports local ITISS professionals by providing backup or assistance in resolving IT incidents / problems.

ESSENTIAL DUTIES AND RESPONSIBILITIES
-Provide prompt and professional IT support services to remote customers by troubleshooting, analyzing, and diagnosing IT incidents and engaging appropriate technical resources to resolve them.
-Provide on-site desktop and peripheral support to customers including installing, configuring, and troubleshooting software / hardware on Dell desktops and laptops running Windows XP in a standardized corporate environment.
-Provide support to local ITISS professionals on managing their queue or on complex problems and take corrective action. May request guidance from Level III Support (i.e. Engineering and Enterprise Messaging) to restore services and or resolve incidents.
-Manage and maintain personal queue using the Online Tracking Information System ( OTIS ). Troubleshoot assigned tickets and work with customer through to problem resolution.
-Manage incoming calls or requests from users via phone, email, voicemail, and web interface and prioritize problems following established incident management policies and procedures.
-Act as liaison between local ITISS professionals and Level III Support (i.e. Engineering and Enterprise Messaging) on problem management. Identify IT incident trends, perform root-cause analyses, identify problems, and participate in the resolution implementation phase.
-Accurately document known solutions on incidents related to hardware failure, system configuration, repair, installation, etc.
-Perform detailed reviews and analysis of support efforts including the implementation of potential process changes, new technology, and other factors / trends impacting customer service level to enhance the quality of services provided.
-Advance and maintain personal IT skills in order to support the firm?s technology direction and develop personal position and career with Grant Thornton.
-Stay abreast of trends in current technologies and maintain knowledge of internal system upgrades and developments by rotating with local ITISS professional(s).
-Prepare computers for new hires and provide personalized on site support, when necessary, in delivering the finished product.
-Maintain all PC systems including hardware, software, configuration, updates, and patches.
-Additional duties may include developing technical documentation, writing FAQs, and contributing to our customer self-help resources (i.e. IT Support Intranet, IT Support Guide, IT Knowledgebase).
-Serve as primary contact (if needed) for equipment orders to ensure proper configuration and compliance with firm standards
-Participate in project activities and utilize formal project management methods and tools.
-Adhere to the highest degree of professional standards and strict confidentiality in matters that require discretion.
-Attend professional development and training sessions on a regular basis.
-Perform other job-related duties as necessary.df-tc

Experience/Skills
QUALIFICATIONS AND REQUIREMENTS
-Bachelor?s degree in Computer Science or related field; equivalent work experience will be considered.
-Must have at least 3 years of experience in desktop support in a large corporate environment.
-Must be self-motivated, flexible, dependable, and a team player.
-Excellent customer service and communication skills.
-Strong interpersonal and organizational skills.
-Proficient in Microsoft Windows XP / Office 2003 and Windows 2000 platforms.
-Dell Certified.
-Experience with VPN Remote Access.
-Position requires minimal travel and the ability to adapt to flexible work hours, which may require overtime towards the timely completion of projects and / or problems.

KEY PERFORMANCE MEASURES
-Resolution of assigned incidents (tickets).
-Accurate and timely record keeping and reporting using OTIS.
-Communication within the IT organization.
-Contributions to the IT Support Knowledgebase.
-Successful involvement and completion of assigned firm-wide projects (if any).

OTHER INFORMATION ABOUT THE POSITION
-Reports Directly to: Manager of the IT Support Desk
-Estimated Percentage of Travel: 10% or less

Other desired skills:
IT Infrastructure Support Specialist PC Technician Desktop
This job has expired.