• Itasca, Illinois
• General Trading
• 50K-60K
• Full Time regular employee
•  9:00-18:00

Job Description

【Position】
​​​​​​IT Support Specialist

【Summary】
The IT Support Specialist will be primarily responsible for providing exceptional technical support and assistance to users of cooperate managed software, hardware network and IT processes along with documentation. He/she will also be a lead for users’ roll out activities of IT projects / new operation initiatives. This role requires a minimum of 3 years of hands-on experience of full scope of IT operation. 

【Essential Duties】
Responsibilities
•    Answers incoming support requests, inquiries, and emails to determine if problems are user, software, hardware or network related.
•    Analyze problems/issues/inquiries; be the first point of response; assign severity levels and follows through to resolution.
•    Perform call backs to customer ensuring issues are resolved in a timely manner and that ticket information is accurate.
•    Work with customers to resolve the issue using the tech. knowledgebase (documented issues)
•    Be the product owner of the IT Ticketing system and Knowledge Base. Perform configuration changes to Forms, workflows, security as directed.
•    Maintain Knowledge base for Known, Repetitive issues and common mistakes by end-users.
•    Provide proactive maintenance on client workstations onsite/remotely as directed.
•    Maintain strong customer service skills when dealing with clients, vendors, and other Tech Impact partners.
•    Manage users, Create, amend, and maintain security policies on the MDM while maintaining enforcement.
•    Manage update, patches on devices manually or through MDM.
•    Identify, design, and implement internal process improvements including re-designing infrastructure for greater scalability, optimizing service delivery and automating manual processes.
•    Document and review recommended best practices to aide in continuous improvement and decreasing time to fix.
•    Lead all aspects of user roll out activities when the project goes live such as creating explanation document, meetings, configuration and, post go-live support.   

Other Duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
 

【Working Hours, Working style】
9:00-18:00
100% at office

【Working Location】
Itasca, Illinois

【Salary, Benefit】
$50 ~ 60K

【Holidays】
Weekends、Holidays

【Qualifications】
Skills and Competencies:
•    Assessment and interpretation skills
•    Analytical thinking skills
•    Attention to detail
•    Communication skills; strong written, verbal, and listening - 
•    Critical Thinking and Problem-Solving skills
•    Organization skills
•    Program, Project, and Task/Time Management 
•    Performing under pressure, and responding flexibly
•    Customer Focus
•    People Skills/Relationship Building; Work well with different personalities, understand how to address, and listen to stakeholders, while still getting the information required.
•    Bilingual (English & Japanese) optional, but preferred. 

Requirements
•    3+ years of work experience in a corporate environment.
•    Bachelor’s degree in Information System, Systems Security, or a related field of study. 
•    Knowledge of Network and Infrastructure, Mobile Device Management, and IT security.
•    Ability to successfully navigate and operate in ambiguous situations and communicate effectively.
•    Strong written and verbal communication skills. Excellent people skills and cultural awareness.
•    Understanding of corporate and business-related guidelines; Understanding of IT Security regulations.

Optional, but preferred, certifications
•    Microsoft Certified: Identity and Access Administrator Associate
•    Microsoft Certified: Security, Compliance, and Identity Fundamentals
•    Experience working with SCCM, and migration of policies to Intune MDM
•    Experience working with AD and Azure Administration and support of Office 
Other Requirements
•    This position requires 10% domestic and/or international travel for business purposes (*company travel policies, rules, and restrictions will apply). The frequency of travel will depend on business requirements. A valid passport is required.
•    Ability to attend late-night / early-morning meetings and accommodate a flexible work schedule required due to global meetings.
•    Must be available for after hours and On-Call support as required.
•    Must be able to commute to our Itasca, IL office 5 times a week.
 

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