Overview:
Contributes and assists in coordinating overall service response assist with all technical related issues including software installations, hardware malfunctions, and network failures. Serves as lead the L2 technical support team, liaising between the IT Service Delivery Manager and the rest of the technical support staff. Eager to learn and innovate.Responsibilities:
- Fields incoming service requests and deploy solutions accordingly
- Evaluates user needs, defines technical problems, and works with various departments to escalate solutions in a timely manner
- Provides walk-up assistance to customers who may need in-person support
- Develops documentation to help improve Service Management ecosystem
- Deploys new or refreshed computers and assists customers with post install configurations
- Deploys end user operating system and other 3rd party software updates to end user computing systems
- Cross trains with teams at the next levels to develop specializations
- Assists with the management and maintenance of IT inventory and asset tracking
- Performs installs, moves, adds, and changes of all approved end user hardware, software, and applications for local and remote personnel
- Participates in projects, including technology refresh, deployments, and office IMAC (installs, moves, adds, and changes)
- Provides remote support and assists L2 support team to resolve issues reported from other locations
- Supports and assists L3 Infrastructure team to provide onsite troubleshooting network and infrastructure related issues
- Supports and troubleshoots meeting room technology and AV equipment, ensuring smooth operation for meetings and presentations
- Provides support for printing related issues, coordinating with the print service provider to ensure reliable and seamless printing services for end users
- Provides after-hours support as needed for high severity situations
- Perform other duties assigned by leadership
Qualifications:
- Professional degree or an equivalent combination of education and experience
- Certification in one or more of an accredited Windows certification body (Microsoft, CompTIA) required
- Typically, 5+ years of experience supporting complex IT systems
- Experience in MS Office Suite, including Excel, Outlook and Word
- Proven track record of unprompted consistent improvement
- Strong technical and computer skills to resolve software and hardware issues
- Strong customer service, interpersonal skills and the ability to interact with all levels of staff
- Strong work ethic and eagerness to produce high quality, accurate results
- Ability to hold sensitive information with a high level of confidentiality and integrity
- Ability to communicate and present ideas in a clear, concise and professional manner both verbally and in writing
- Ability to proactively solve problems and apply innovative solutions
- Ability to work and collaborate in a team environment, and ability to work independently and prioritize work
- Ability to work on multiple projects at the same time
- Ability to effectively meet deadlines at expected quality
- Ability to lift IT equipment such as monitors and servers, weighing up to 20 pounds
- Ability to bend and/or stoop to access cables under desk or in server racks
- Ability to read small print, recognize color-coded cables, and distinguish sounds or alarms
- Travel may be required
Base Salary Range: $79-$93k annually - Chicago locations only.
The estimate displayed represents the general base salary range of candidates hired in the Chicago location only. We may ultimately pay more or less than the posted range based on the location of the role. Factors that may be used to determine your actual salary may include internal equity, experience, education, specialty and training.
HKS offers a comprehensive total compensation & benefits package with health, dental, and vision care coverage, 401(k) plans, life & AD&D insurance, short/long term disability plans, paid days off (sick leave, parental leave, vacation), and much more for benefits-eligible employees. To learn more about our benefits visit this page.
If you currently work for HKS, please submit your application via the Internal Careers Portal.
HKS is an EEO/AA Employer: M/F/Disabled/Veteran
What We Do
We are a design firm of more than 1,400 architects, interior designers, urban designers, scientists, artists, anthropologists and more. We work together across industries and across the globe to create places that delight, heal and stimulate peak performance. We nurture a culture of extraordinary people with curious and creative minds who are passionate about delivering elegant solutions. We also have a dedicated research team devoted to discovering processes and ideas that improve outcomes for everyone. In everything we do, we're mindful of the fragility of all life and of the planet.
