IT Support Technician (Lemont)

IT Support Technician

6 Month Contract

Onsite in Lemont, Illinois

SUMMARY OF POSITION :

Swoon has an exciting contract opportunity with a multidisciplinary research center famous for developing nuclear reactor designs and pioneering advancements in artificial intelligence, who is actively seeking an IT Support Technician to join their team. This IT Support professional will be responsible for providing tier-1 technical support for customers with various questions and issues regarding user accounts, access and login to computer systems, and creating documentation to guide customers on how to efficiently use their IT service and computer resources.

RESPONSIBILITIES :

• Responsible for assisting users with the account signup, renewal, and reactivation process for access to resources.
• Responsible for providing technical support for usage of macOS and Windows OS computers.
• Responsible for maintaining macOS computer record enrollments in Apple Business Manager and JAMF Pro.
• Responsible for providing access to projects, groups, mailing lists, and Slack.
• Responsible for debugging issues with multi-factor authentication setup.
• Responsible for Improving existing helpdesk service processes where applicable.
• Responsible for tier-1 point of contact for all user issues, reviewing each ticket and elevating priority by triaging queries to the appropriate SME groups.
• Responsible for creating documentation related to getting started guides for account, project access, and usage of IT services.
• Responsible for onboarding new users at the facility / directorate.
• Responsible for assisting with user communication as appropriate.
• Responsible for updating and tracking customer-reported issues from submission to resolution.
• Responsible for the fulfillment of IT service catalog requests from customers.

QUALIFICATIONS

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