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Title: IT Support Specialist
Location: Washington Mills, IL
Duration: 6 months
USC or GC Only

Roles and Responsibilities:

• Comprehensive understanding of PC hardware, software, operating systems, directory services, printing, and applications required.
• Application support: Manage and support all applications within the organization. If global application support is needed, coordinate with the second-level team for issue resolution.
• PC support: Perform desktop/laptop installation, schedule end-user upgrade/refresh, gather information on existing systems/software/data/printer configuration settings prior to upgrades/refreshed systems, and ensure configurations match the order.
• Printer support: Manage all aspects of printer support including network configuration, driver installation, and vendor coordination for setup/repair of faulty devices.
• Install and configure desktops, laptops, mobile devices, associated peripherals, and related software.
• Excellent understanding of Windows 10/11 OS, Android OS, Mac OS, MS Office, Basic LAN/WAN issues, Wi-Fi configuration, application software configuration, VOIP phone, and software installations.
• Provide both onsite and remote technical assistance to end users.
• Manage the ticket queue and ensure timely resolution and closure of tickets within the defined service level agreements (SLAs).
• Respond to end-user requests for updates on ticket status and follow up promptly.
• Develop standard configurations and documentation including installation/configuration procedures (KB/KEDB, SOPs).
• Coordinate with vendors for end-user support (e.g., hardware vendor technicians for warranty repairs/replacements).
• Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance, and upgrades.
• Provide IT support for on-site or off-site events and meetings, including site setup, coordination with venue IT/AV contacts, and standby support.
• Provide IT support for disaster recovery and immediate response in emergency situations at local sites.
• Solid understanding of O365 and associated support activities.
• Proficient in Active Directory User/Group Management, DNS, Group Policy, Networking, and Firewall.
• Provide second-line technical support, incident & problem management through effective management of Service Desk Tools.
• Experience in working within SLAs and adhering to ITIL processes.
• Strong written and verbal communication skills.
• Excellent interpersonal skills to manage multiple stakeholders, including users, senior management, IT teams, project teams, and vendors.

Thanks & Regards

Stephen Mcfeely

Senior Delivery Manager

Email: stephen@cadretechservices.com

linkedin.com/in/stephen-mcfeely-2952972b7

CADRE TECHNOLOGIES SERVICES LLC

www.cadretechservices.com