This position is staffed on premise at the Corporate Headquarters in Downtown Chicago.
Address user tickets regarding Desktops and Laptops as well as the VDI (VMware Horizon) and Remote Desktop Farm (Microsoft Remote Desktop Session Host) Environment: This includes the Operating System, Drivers, Network, Browsers, Software, Printers, Scanners and other peripherals.
Ability to determine when to direct unresolved issues to the next level of support personnel or when to reach out to vendor support.
Assist in setting up new users with various hardware, software and user accounts.
Assist in creating and deploying standardized departmental system images.
Keep ORBA’s End-User Computing Environment up to date, free of vulnerabilities, patched and virus free.
Documenting technical processes and procedures in an internalized Knowledge Management System.
Ability to create detailed user documentation / guides and train end users in a way that is clear and straight forward for any level of user.
Maintaining asset records for all deployed equipment as well as all available equipment.
Will occasionally need to maneuver under and around tables, desks, and chairs.
Will occasionally move up to 20 lbs. of IT equipment around the office and between floors.
Excellent problem-solving and multitasking skills.
Excellent Customer Service skills and confidence when working with users including C-level staff.
Someone who is organized and methodical.
Minimum 1+ year(s) in a Desktop Support / End User Computing Support level position including deploying machines, imaging machines, creating and servicing images for machines. We use 100% Windows 10 Enterprise.
Minimum 1+ year(s) using Microsoft Office 2016+ applications.
Minimum 1+ year(s) using a ticketing system for Problem/Incident tracking, ticket triage, escalation, SLA. ITIL knowledge is preferred.
Minimum 1+ year(s) of hands-on experience configuring users with Office 365 and/or Exchange 2016/2019.
Minimum 1+ year(s) using Remote Management Tools to troubleshoot and resolve incidents e.g., Kaseya, N-able, Goverlan, ScreenConnect. Most users are remote, you must be comfortable troubleshooting issues remotely.
Minimum 1+ year(s) of deploying software onto End-User machines.
Conceptual knowledge of IT concepts e.g., Group Policy (Including Order of Processing, User vs Computer, Inheritance, Loopback), Organizational Units, GPUpdate, GPResult, PerfMon, Event Viewer, WinDbg (BSOD Crash Dumps), DISM, SysPrep, PXE, DHCP, IP Addressing, Subnets, VLANs, DNS, VPNs.
Conceptual knowledge of IT security concepts e.g., Least Privileged Security (Audited / Restricted Local Admin Usage), 2-Factor Authentication Methods, Password Hygiene, ACLs,
Conceptual knowledge of using VoIP Telephone Systems e.g., Cisco CUCM, Mitel, Avaya, 8x8, RingCentral, Vonage and video conferencing / collaboration tools e.g., Microsoft Teams, WebEx, Zoom.
Fast and Stable Home Internet Connection