Primary Function

The IT Support position will join a dynamic IT organization focused on providing superior customer service to the Power team. The IT Support person will be a detail oriented, customer centric, professional support person. The individual should be highly motivated to continuously improve the IT service in quality, reliability, consistency and efficiency.

This position is tasked with assisting the IT team with support for our field, remote access, workstation support, and the support of various IT project implementations. This person will also be responsible for receiving requests for assistance or problem reports from users, performing an initial analysis, and invoking the proper support mechanism. The position will be expected to assist the other members of the IT Support team in issue tracking and resolution as well as other various support duties as directed by senior staff.

Major Responsibilities:

Responsible for implementing and maintaining the effectiveness of Power systems by

1. System Support
   1. Is a go-to technical person who can assist in analyzing problems and coordinating resolutions for end users and IT team.
   2. Responsible for the day to day support and maintenance of business critical Power IT systems and applications.
   3. Perform in person support for Field offices in the Chicago land area.
   4. Perform remote user support via phone and remote sessions.
   5. Identify research and resolve complex technical problems.
   6. Utilize ticket tracking system to document, track and monitor issues.
2. Team Player
   1. Able to be a team player with a knack for taking the initiative and contributing above and beyond expectations
   2. Contributes technically and in a collaborative manor with the team.

Education:

Bachelor’s degree in Business, Computer Science, Information Systems or equivalent combination of education and experience or equivalent experience. Minimum of 2 years of enterprise network and end user support experience preferred.

Required Qualifications

Organizational Competencies
The successful candidate is expected to demonstrate the following organizational competencies:

White Glove Customer Service: Must be able to follow-up and follow through for all customers and teams. Is approachable, focused, and completes tasks in a timely fashion.

Creative Problem Solving: Demonstrates ability to provide necessary attention to solve different level problems. Defines problems, analyzes causes, identifies possible solutions, selects the best solution, and develops action plans. Generates new ideas and goes beyond the status quo. Demonstrates ability to use creative thinking to improve processes and solve complex problems.

Communications: Demonstrates ability to communicate clearly, correctly, knowledgeably, and effectively both verbally and in writing. Uses appropriate methods of communication (face-to-face, etc.) to achieve desired results. Demonstrates ability to communicate effectively to groups, varying style to fit the audience, actively communicating with those with differing opinions and differing levels of understanding.

Flexibility/Adaptability to Change: Understanding and accepting the need for change, cooperating in implementation, and constructively voicing concerns and proposing alternatives. Demonstrates ability to plan, implement, and communicate effective change approaches within established and changing deadlines.

Quality Service: Demonstrates ability to establish and maintain effective relationships with internal and external customers in a manner that consistently meets the organization’s expectations for exemplary customer service. Demonstrates the ability to see issues from the customer’s perspective and to assess urgency of requests and responds accordingly. Demonstrates focus on fulfilling expectations by seeking insight into customer needs and developing solutions that provide value for the customer.

Functional and Technical Competencies
1. Demonstrates ability to learn new software, understand technical information, and communicate it to others using clear, concise, and user-friendly language.

2. Strong technical skills in the Windows environment, phone systems, printers, laptops, tablets, Iphone, and Ipads. Overall strong technical background and project management skills are required.

3. Understands networks, firewalls, server dependencies, TCIP, subnets, and databases.

4. Bachelor’s degree in Business, Computer Science, Information Systems or equivalent combination of education and experience.

5. 1-3 years of related IT support and helpdesk experience.

6. Can easily and quickly learn and support corporate client/web applications.