Tier-1 technical support (Lemont)

On site 5 days a week in Lemont, Illinois 60439.

We are searching for a contractor to provide 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 our IT service and computer resources. This person must have prior working experience with JAMF, macOS and some experience working in UNIX / Linux environments. This opportunity is on site 5 days a week. It also has a very high chance of extending in duration or going contract to hire.

Tasks and Delivery

• 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.

5.0 Required Knowledge, Skills, and Abilities