Tawani Enterprises
System Support Analyst
Tawani Enterprises, Chicago, Illinois, United States, 60290
Position Description & Summary Statement
Provides technical infrastructure and application Tier 1 escalations and Tier 2 support of, hardware, server and network infrastructure.
Provides service desk ticket support to IT users. Documents incident response for tracking and reporting.
Takes a hands-on role in applicable hardware/software/network installations configurations as requested.
Essential Position Qualifications
Bachelor’s degree in Information Technology or 5 years related work experience 8+ years of progressive information technology troubleshooting experience in a multi-user environment 8+ years of Tier 1 and Tier 2 customer support/helpdesk experience Working knowledge of networking standards and protocols (WAN/LAN/Wi-Fi) Working knowledge of on-premise Active Directory and MS Entra ID (formerly Azure AD) Working knowledge of MDM Administration & App Deployment, experience with Intune a plus Working knowledge of MacOS and hardware Other Technology requirements:
Microsoft Windows 11; Server 2016/2019; Office365 Suite; Active Directory/Entra ID; Antivirus (Defender); Intune; Android/iOS mobile device support; VPN support; laptop/desktop and peripherals; Amazon Web Services
Excellent verbal & written communication skills, particularly with interpersonal format Strong analysis and prioritization skills Adaptable to changing technologies and their workplace application Desire and capability to learn new technologies and provide appropriate service support (i.e. desktop/laptop imaging, hardware and software maintenance) Ability to work independently and in a dynamic environment Ability to present ideas effectively to business and IT stakeholders Assigned Responsibilities & Duties
Upgrading, installing, and configuring application software and computer hardware Troubleshooting and providing technical support to users User account administration (new user creation & deactivations, providing system permissions) Performing regular security tests and security monitoring Maintaining networks and network file systems (onsite SAN) Responds to requests for assistance from users and provide Tier 1 & 2 hardware, software and network troubleshooting & support Serves as escalation point for all unresolved Tier 1 support issues Performs project tasks as part of a team, acting independently where required Maintains IT certifications and up to date knowledge to meet the evolving needs of the organization and its users Experience working with a ticketing system Aids IT Security personnel in the maintenance of spam filters, web filters and other related technology Meeting with users to understand usage situations and assistance needs Satisfies assistance requests in accordance with established SLAs Provides appropriate technical advice or specific technical support as requested or as identified for the user Assists as needed to resolve technical problems which may involve a combination of hardware, software, and networking issues Provides infrastructure/technology expertise; aids in identification of technology improvements Assists in the creation of user manuals and usage procedure guides Responsible for assistance in the maintenance of IT infrastructure networks, routers, switches, backups, software testing, and hardware replacement/updates. Experience with Cisco networking gear a plus Provides regular status reporting to management Escalates issues according to company guidelines Interface with infrastructure, database, and development personnel, partners and vendors Actively contribute to ongoing process improvement Documenting position processes Camera system and application support, experience with exacqVision a plus Capable of fulfill evening, weekend, and extended hours/days as required Capable of traveling to user sites as required, multi-site support Responsible for other duties as assigned #ZR
Provides technical infrastructure and application Tier 1 escalations and Tier 2 support of, hardware, server and network infrastructure.
Provides service desk ticket support to IT users. Documents incident response for tracking and reporting.
Takes a hands-on role in applicable hardware/software/network installations configurations as requested.
Essential Position Qualifications
Bachelor’s degree in Information Technology or 5 years related work experience 8+ years of progressive information technology troubleshooting experience in a multi-user environment 8+ years of Tier 1 and Tier 2 customer support/helpdesk experience Working knowledge of networking standards and protocols (WAN/LAN/Wi-Fi) Working knowledge of on-premise Active Directory and MS Entra ID (formerly Azure AD) Working knowledge of MDM Administration & App Deployment, experience with Intune a plus Working knowledge of MacOS and hardware Other Technology requirements:
Microsoft Windows 11; Server 2016/2019; Office365 Suite; Active Directory/Entra ID; Antivirus (Defender); Intune; Android/iOS mobile device support; VPN support; laptop/desktop and peripherals; Amazon Web Services
Excellent verbal & written communication skills, particularly with interpersonal format Strong analysis and prioritization skills Adaptable to changing technologies and their workplace application Desire and capability to learn new technologies and provide appropriate service support (i.e. desktop/laptop imaging, hardware and software maintenance) Ability to work independently and in a dynamic environment Ability to present ideas effectively to business and IT stakeholders Assigned Responsibilities & Duties
Upgrading, installing, and configuring application software and computer hardware Troubleshooting and providing technical support to users User account administration (new user creation & deactivations, providing system permissions) Performing regular security tests and security monitoring Maintaining networks and network file systems (onsite SAN) Responds to requests for assistance from users and provide Tier 1 & 2 hardware, software and network troubleshooting & support Serves as escalation point for all unresolved Tier 1 support issues Performs project tasks as part of a team, acting independently where required Maintains IT certifications and up to date knowledge to meet the evolving needs of the organization and its users Experience working with a ticketing system Aids IT Security personnel in the maintenance of spam filters, web filters and other related technology Meeting with users to understand usage situations and assistance needs Satisfies assistance requests in accordance with established SLAs Provides appropriate technical advice or specific technical support as requested or as identified for the user Assists as needed to resolve technical problems which may involve a combination of hardware, software, and networking issues Provides infrastructure/technology expertise; aids in identification of technology improvements Assists in the creation of user manuals and usage procedure guides Responsible for assistance in the maintenance of IT infrastructure networks, routers, switches, backups, software testing, and hardware replacement/updates. Experience with Cisco networking gear a plus Provides regular status reporting to management Escalates issues according to company guidelines Interface with infrastructure, database, and development personnel, partners and vendors Actively contribute to ongoing process improvement Documenting position processes Camera system and application support, experience with exacqVision a plus Capable of fulfill evening, weekend, and extended hours/days as required Capable of traveling to user sites as required, multi-site support Responsible for other duties as assigned #ZR