IT Deskside Support Specialist

The Desktop Support Specialist provides help desk and IT support including maintenance of the computer desktop & the AV environment. This role is responsible for analyzing IT issues, resolving problems and installing hardware and software. Collaboration with other roles in IT and the business will be required to resolve many issues. Additionally, responsible for the administration and internal support PCs, printers and related equipment. Tasks include end user support, and performing light PC maintenance, upgrades and configurations. In addition, the role may include the support of corporate’s networks, provisioning and troubleshooting other computer equipment, and troubleshooting wireless links & networks.

This position is hybrid, working at ATI's corporate headquarters in Downers Grove, IL.

• Monitor and respond quickly and effectively to requests received directly or through the IT help desk
• Ability to collaborate effectively across IT and business divisions to resolve issues
• Provide help desk support and resolve problems to the end user’s satisfaction
• Assist the staff with any questions they may have about software
• Install, test and configure new workstations, peripheral equipment and software
• Modify configurations, utilities, software default settings, etc. for the local workstation
• Assign users and computers to proper groups
• Document internal procedures
• Assist with onboarding of new users and off-boarding of departing users
• Manage PC setup and deployment for new employees using standard hardware, images and software
• Assist with maintaining inventory of all equipment, software and software licenses
• Assist with continuous improvement initiatives in all IT areas
• Participate in planning and implementing small to large scale projects

Required Education:

• High School Diploma or equivalent

Preferred Education:

• Bachelor’s Degree

Required Experience:

• 1 year varied desktop support experience
• 2 years collaboration tools support experience

Preferred Experience: 

•  ServiceNow experience

Knowledge, Skills and Abilities:

• Good troubleshooting skills in Windows 10.
• Good experience with Microsoft O365 and Microsoft Teams
• Strong hardware troubleshooting skills with Printers, Laptops/Desktops & AV equipment
• Good troubleshooting skills with Mobile Devices and Handhelds.
• Good skills with LAN and WAN networks.
• Basic knowledge of Windows Server Management (Windows 2008 and/or Windows 2012)
• Strong skills with Active Directory (user and computer management).
• Working knowledge of ITIL.
• Excellent customer service mindset, fluent English and clear communication skills.
• Excellent organizational, time-management and written communication skills

Licenses and Certifications:

Required: A+ Certification

Preferred: Min. of one advanced technology certification