Technical Support Specialist II Glenview, IL - Glenview, IL, chevron_right

Company: Tucci Learning Solutions
Location: Glenview
Posted on: March 16, 2023

Job Description:

Technical Support Specialist II Job Details Job Location Glenview, IL - Glenview, IL **Primary Purpose:**The Technical Support Specialist II is accountable for end-user support on enterprise applications at CHEST. Serves as liaison between I&T team and CHEST staff for all tier II/III application support issues. Required to gather information for issues covering a wide variety of applications, and to engage the appropriate vendors and SMEs to ensure application issues are resolved. Evaluate new applications and vendors, based on business requirements. Assemble price quotes from potential vendors and make recommendations to I&T leadership. Proactive inquiry with CHEST staff to uncover application issues and timely updates to I&T leadership on any open issue is critical to the success of this role.This position is an on-call support role for all application issues that are mission-critical.**EssentialFunctions/Responsibilities:**1. Demonstrate a passion for crushing lung disease and embody CHEST values: honor the team, lead with integrity, leverage passion, cultivate innovation, and have serious fun.2. Provide Tier II/III end-user support on many enterprise applications at CHEST. Engage with CHEST staff, SMEs, CHEST I&T, volunteer leaders, faculty, and other impacted parties during problem resolution.3. Assist in resolving incidents in enterprise applications as needed.4. Provide solutions to technical issues. Employ extensive professional experience and creativity to resolve complex technical problems.5. Document lessons learned; help maintain a knowledge database. Create and document standard operating procedures.6. Work with vendor support personnel to resolve application issues. Perform third-party software maintenance and support as needed.7. Provide technical support over the phone, in person, or via chat. Field wide range of inquiry, from password, resets to software anomalies.8. Direct helpdesk tickets to appropriate internal SMEs or vendors when necessary.9. Assist CHEST staff with orientation for installed software applications.10. Follow up with CHEST staff to ensure successful resolution of issues via internal SMEs or vendors.11. Have knowledge of fundamental operations of commonly used software, hardware, and other equipment at CHEST. Be willing to learn new systems/applications that range from VR, point of sale, mobile devices, laptops, web apps, and more.12. Collaborate with team members to create and deploy laptop images and push applications to devices via MDM.13. Other duties as assigned such as setting up webinars**Required Qualifications and Competencies:**1. Associates degree or equivalent knowledge gained through formal education, specialized training, and/or additional job experience.2. Passionate about helping staff and stakeholders. Collaborative approach to working with staff. Must have a positive attitude.3. Calm and comfortable while troubleshooting applications issues in front of large audiences or in front of peer group.4. Ability to positively adapt to rapidly growing and changing environment, while working under pressure.5. Demonstrated ability to learn quickly and communicate clearly in a fast-paced environment.6. Demonstrated ability to work with limited supervision, handle pressure and deadlines.7. Well-developed interpersonal skills, especially the ability to interact with volunteer professionals (faculty, learners, etc).8. Committed to CHEST's mission and strategic plan with related goals.**Preferred Qualifications and Competencies:**1.2+ years troubleshooting applications2.2+ years of infrastructure experience3.2+ years of audio/visual support experience (Zoom Rooms/Crestron)4. Experience with cloud environments such as Azure and Google Workspace5. Experience with Office 365, Box, Zoom, Slack, Mac, Jamf6. Experience with security (firewall, Active Directory, LDAP)7. Experience with identity and access management providers such as Active Directory, Okta*This description was designed as a convenience to acquaint employees and managers with the basic elements of the position. The duties of this position are not limited to what is contained in this description, and employees in this position may be asked to perform various functions not listed. This description is solely to summarize basic duties, and it is not intended to be a contract or guarantee of employment or any specific terms or conditions of employment. This description may be amended or eliminated from time to time as necessary for operational or business reasons.*

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