Technical Support Specialist II Glenview, IL - Glenview, IL, chevron_right
Company: Tucci Learning Solutions
Location: Glenview
Posted on: March 16, 2023
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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.*
Keywords: Tucci Learning Solutions, Glenview , Technical Support Specialist II Glenview, IL - Glenview, IL, chevron_right, Other , Glenview, Illinois
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