Desktop Technician - Schaumburg

Under limited direction from ABS management, the ABS Desktop Technician is responsible for maintaining ABS hardware and software repair in a timely manner and assisting employees with various advanced systems issues.  The Desktop Technician maintains a proficient knowledge of technical programs and is able to assist users with a variety of problems. The Desktop Technician will also take Service Desk contacts when all Level 2 tasks have been completed. The Desktop Technician may be asked to assist in special projects coordinated by ABS and the client.

JOB DESCRIPTION

- Respond to incidents assigned to internal ABS desktop services at the ABS office and resolve customer problems when providing backfill for ABS contracted L2 and Remote L2 positions
- Backfill for Remote L2 and onsite L2 technicians at contracted sites as needed
- Troubleshoot and research were necessary Level 2 type issues
- When Level 2 tasks are complete, handle phone contacts and email contacts at the L1 Service Desk
- Act as a final point of contact for resolution of issues
- Document customer incidents in call tracking system
- Interact with customers and co-workers to diagnose and resolve problems
- Troubleshoot, analyze, resolve, track, escalate and accurately document various technical problems
- Support feature, functionality, and usage of specific applications
- Troubleshoot software and hardware problems
- Provide level 2 and level 1 technical support
- Stay current on and adhere to established policies, procedures and documentation

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.

REQUIRED SKILLS

- Microsoft Office (ie Word, Excel, PowerPoint, Access)
- Microsoft Outlook
- Knowledge of Citrix and VPN
- Windows XP and Windows 7 Operating Systems
- Active Directory and application support knowledge
- 2-3 years of hands on desktop support experience
- IT certification or related coursework
- Strong customer service skills
- Technical aptitude with strong PC literacy skills
- Effective listening skills
- Ability to follow policies and procedures; attention to detail
- Strong enthusiasm and desire to learn
- Work well in a team environment
- Strong written and verbal communication skills
- Self-motivation and organization