Responsibilities
- Deliver first and second-tier IT support to users, focusing on resolving issues during the initial contact while maintaining high service standards.
- Analyze, diagnose, and resolve user-reported problems, offering temporary solutions when permanent fixes are pending, in alignment with organizational policies.
- Collaborate with network, systems, and application teams to restore services and address root causes of technical issues.
- Clearly convey technical problems to internal IT groups for proper routing and resolution.
- Record detailed case notes, including symptoms, actions taken, and resolution steps, and escalate as needed per support protocols.
- Diagnose and repair hardware such as desktops, laptops, printers, mobile devices, and related peripherals.
- Serve as a point of contact between end-users, IT staff, and external vendors to coordinate issue resolution and service requests.
- Address support inquiries via phone or remote access, guiding users through troubleshooting steps.
- Utilize remote tools and technical expertise to solve moderately complex technical challenges.
- Monitor open tickets and follow up to confirm issue resolution and customer satisfaction.
- Contribute insights and suggestions for improving public-facing support resources and documentation.
- Handle incoming calls, participate in on-call rotations, and provide support from off-site locations when necessary.
- Demonstrate commitment to safety, respect, quality, and efficient use of resources in daily operations.
- Perform additional related tasks as assigned or requested by management.
Work Arrangement
On-site — Springfield, IL
Other
- Work hours are Monday through Friday, 8:30 AM to 5:00 PM.
- Must have a valid Illinois driver’s license and meet fleet safety requirements, including a five-year motor vehicle record check.
- Expected to uphold organizational standards centered on safety, courtesy, quality, and efficiency.
