Job Description
Our client is looking for a Sr. Level 2 Technician to join their team in Downtown Chicago. This resource will provide advice and problem-solving in support of a wide variety of systems and applications. The role requires the management and analysis of unique issues/problems which may be without precedent. They will collaborate with members of the client's Technical Services and Engineering teams to develop solutions for reoccurring tickets/issues. This position will also assist with Level 2 & 3 support to end users by performing question or problem diagnosis and guiding users through step-by-step solutions in a user-friendly, professional manner. The goal is to ensure that the client's technology infrastructure runs smoothly and efficiently. Some responsibilities are:
* Develops standard operating procedures or best practices for the Level 2 Help Desk team.
* Diagnoses and resolves highly complex technical problems. Performs root cause analysis and offers recommendations to mitigate future occurrences of the problems.
* Provides expertise and technical advice to Help Desk team management.
* Serves as a first-line resource for the team for technical related processes, communications, and follow-up requests.
* Suggests methods to improve operations, efficiency, and service to our internal and external clients.
* Provides end-user and local office technical support and uses the ticket management system, troubleshoot issues and outages.
* Participates in projects and tasks alongside client's Systems Engineers, Infrastructure Leads, and IT Managers.
* Works closely with Asset Managers to ensure integrity of asset management systems.
* Writes technical documentation, manuals and IT policies
Required Skills & Experience
Must Haves:
* 5 - 7 years of experience as a Help Desk Lead, System Administrator, Network Administrator
* Databases, networks (LAN, WAN) and patch management.
* Proactive management systems (Intune, SCCM, AutoPilot, etc.)- intune and autopilot are the main ones
o Could still do package deployment in SCCM
* Active Directory and Office 365.
* Worked in a hybrid infrastructures (on-premises and cloud).
* System security (e.g., intrusion detection systems) and data backup/recovery.
* ITSM/ITIL framework and experience working in an environment where used.
* Windows 10 & 11
* Intrusion detection systems (IDS) / intrusion prevention systems (IPS) knowledge
* Data backup and recovery for desktops and servers knowledge- they use Veeam
* Knowledge SQL Server databases
Nice to Have Skills & Experience
Plusses:
* Professional certification (e.g. Microsoft Certified Systems Administrator (MCSA))
* Bachelor's Degree in Information Technology, Computer Science or related discipline
* Manage of hybrid infrastructures (on-premises and cloud).
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.