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Service Desk Technician
Des Plaines, IL

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Posted 12/06/2016

Required Skills

Job Description

  • Respond to telephone, email and helpdesk requests for technical support
  • Document, track, and monitor problems to ensure timely resolution
  • Maintain knowledge of commonly-used concepts, practices, and execute procedures accordingly
  • Successfully troubleshoot issues, both independently and in collaboration, with all available technical resources
  • Oversee and troubleshoot system related issues in coordination with local and field resources
  • Monitor, analyze, and respond to system hardware and software faults and failures, including but not limited to: IBM iSeries, Wintel servers, network devices, and the applications associated with these systems
  • Identify, research, and resolve Level 1 technical issues
  • Escalate technical issues that are beyond Level 1 in a timely manner
  • Be responsible for the backup, recovery and tape management for AS / 400 (iSeries) and Wintel Servers, utilizing the appropriate software tools (e.g. Commvault)
  • Contribute to the documentation and maintenance of all computer system configurations, processes and procedures, according to established standards and policies
  • Support and maintain user account information, including rights, security and system groups

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