Regional Support Technician
Polsinelli PC - Chicago, IL

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Polsinelli seeks a Regional Support Technician to join their Chicago office.

Duties and Responsibilities:

  • Provide second and third level desktop support, which includes:

o Problem and service resolutions for customers.
o Incident management and detailed documentation of the issue, troubleshooting steps and resolution using ticketing system.
o Communication with customer regarding steps being taken to resolve issue as well as follow-up with customer after resolution.

  • Work closely with Helpdesk and Desktop Services team to ensure efficient incident and problem management.
  • Work closely with your peer in the office as well as the Office Administer to address customer concerns and projects.
  • Actively seek to improve process, efficiency and resolution for the office and organization.

Qualifications:

  • Capacity to understand how Polsinelli’s business and software work in order to effectively troubleshoot, diagnose and resolve the issue.
  • Proven excellence in the support and service of complex and demanding customers.
  • Proficiency with computer management and troubleshooting in an enterprise environment, Microsoft Office 2010, and various web browsers.
  • Excellent customer service skills while working with both internal and external customers.
  • Excellent written and verbal communication skills.
  • Ability to analyze a problem and ask the customer appropriate questions to get at the root cause of a customer’s issue and their desired solution.
  • Ability to integrate new information quickly and then demonstrate the knowledge effectively.
  • Ability to work in a fast paced, team environment and manage multiple issues simultaneously, prioritizing effectively.
  • Use of analytical skills to identify, research, and solve complex problems with a sense of urgency.

Education and Training Requirement:

  • 3 – 5 years of experience in a desktop support role.
  • A+, N+ or comparable Technical certification and/or Degree in a related field.
  • Must be available to be on call 24x7 on a rotating basis.

Polsinelli PC is an Equal Opportunity Employer