Deskside Support Specialist I at Wheels in SCHAUMBURG, Illinois

Job Description:

Job Description:




JOB OVERVIEW Under supervision, the Deskside Support Specialist I will be responsible for resolving issues related to Wheels Information Technology systems, fulfilling IMAC requests for end-user IT (Information Technology) requirements, fulfilling project tasks and providing hands and eyes support of the Wheels Data center for the off-site IT Support teams when needed. They should be able to resolve less complex issues immediately, while working to resolve more complex issues in collaboration with their peers prior to engaging in a higher level of technical support. The Deskside Support Specialist I should help recognize trends and potential technical problems proactively to ensure that IT Operations provides world class service to the Wheels US Business. KEY RESPONSIBILITIES - ESSENTIAL FUNCTIONS

• Previous IT support experience in a corporate environment.


• Ability to effectively assess the nature of issues, working with various end-users within the company


• Ability to effectively troubleshoot issues through to resolution


• Ability to document status of incidents and requests within the Wheels ITSM tool


• Ability to comply with IT processes and procedures


• Effectively provide support to users face to face as well as remotely as needed


• Hands-on support of various technologies including:


• Microsoft Azure AD / InTune / AutoPilot


• Dell / Lenovo Laptops and accessories


• Data Center Support including:


• Backup Tape Management


• Wintel / iSeries hands and Eye support (guided support)


• Microsoft Windows 10


• Microsoft 365 Suite


• Poly / Plantronics Video Conferencing Systems


• Experience with the following technologies is a plus:


• iSeries applications / terminal emulator


• Domino / Notes


• Avaya Workplace


• AWS Workspaces


• Barco Clickshare


• Symantec Endpoint Protection


• Ability to follow ITIL processes including Asset Management, Incident Management, Problem Management, Configuration Management, and others.


• Liaise with various internal and external technical support teams as needed


• Work under the direction of IT Management to deliver allocated project work packages/tasks. Familiarity with formal IT Project Frameworks is a plus


• Other duties assigned to ensure overall departmental efficiency.


• Other Duties


• Participate in status calls with Vendors, Clients and Wheels stakeholders.


• Provide On-Call support for the Wheels Data Center


• Work closely with Service Delivery Manager to ensure successful delivery of IT Services


• Other duties and responsibilities as assigned.

LEADERSHIP RESPONSIBILITIES

• This position has no leadership responsibilities.

COMPETENCIES - SKILLS

• Demonstrate an understanding of how Deskside Support Staff supports the Wheels business functions and Wheels customers.


• Customer Service focused


• Strong Analytical and critical thinking capabilities


• Attention to detail, deadline oriented


• Ability to balance priorities and be an effective multitasker


• Proactive, Self-Motivated, Team Player


• Ability to communicate IT Technical terminology at all levels of the business up to C-Level


• Experience with working with offshore and other remote resources

EDUCATION AND EXPERIENCE

• Three (3)+ years' experience in IT customer support environment


• Associates or Higher degree in Information Technology, or equivalent work experience


• A+, Microsoft, ITIL or other applicable certificates are a plus.

JOB SPECIFICATIONS, PHYSICAL DEMANDS AND WORK ENVIRONMENT Work Environment: This position will be performed from either the Alpharetta, GA or DesPlaines, IL office as assigned. Position Type/Standard Schedule: This is a full-time position, Monday through Friday. Travel: Minimal travel - Typically less than 10%. Physical Demands: Speak, hear, and see, and to use hand and fingers for computer keyboard and phone. Sit or stand for extended periods of time. Reach above head to pull paper attachments. DISCLAIMER
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.



Our Benefits

Wheels recognizes benefits are a significant part of your employee experience, and we've created a robust benefits package that is market-leading, competitive offerings so you and your family can receive outstanding care. Please click here for an overview of the benefits available to you and your family.


Pay Range:
$46,200 - $64,700
The base salary range for this position is listed above. This position is eligible to participate in the annual incentive plan which is based on company performance and individual performance. Compensation ranges are based on several factors including job function, level, and geographic location. Final offer amounts are determined by multiple factors including candidate experience, education, certifications, skill level and expertise, and may vary from the amounts listed here.




EEO Statement



Wheels is a Drug-Free Workplace. All employment is contingent on successful completion of drug and background screening.


Wheels is an equal opportunity affirmative action employer and administers all personnel practices without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, marital status or domestic partnership status, disability, protected veteran status or military status, genetic information, or any other category protected under applicable law. Wheels is committed to taking affirmative steps to promote the employment and advancement of minorities, women, persons with disabilities and protected veterans. Apply Now