Level 1 IT Help Desk Support
Company
Coates Group
Location
Chicago, IL
Type
Full Time
Job Description
Be Part of Our Next ChapterÂ
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For over almost 60 years, our solutions have enabled impactful connections between some of the world’s leading brands and their customers. And while we’ve already done a lot of work we’re proud of, we’re just getting started!
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We’re a global technology company focused on creating dynamic, smart, personalized and engaging customer experiences powered by our range of digital hardware, our proprietary content management system and our industry leading signage solutions. (For example: If you’ve ordered in-store or in the drive-thru at McDonald’s somewhere in the world in the last few years, chances are you’ve interacted with our digital solutions.) We work in over 50 global markets and have 9 offices around the world, with a global headquarters proudly located in our founding home of Sydney, Australia.
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Coates Group has the values of a family-owned business and the innovative spirit of a start-up, both which fuel our purpose – Creating Connections. Empowering Partnerships. Always Evolving. Through hard work, dedication and creativity, we’ve become industry leaders who have won awards and set records while remaining focused on continual growth and evolution. We are a 2x Australia Good Design Award winner and successfully completed the largest hardware deployment in Quick Service Restaurant history.
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We are curious, charismatic, authentic and we value and leverage the diversity of our crew. We are imaginers, kindness enthusiasts, experts, creators, thinkers, challengers, collaborators and over-achievers. And together, as a Crew, we are revolutionizing the way the world’s leading brands leverage technology to drive the best customer experiences.
The role of an IT Service Agent, specifically in Level 1 support, serves several crucial purposes within an organization's IT infrastructure and support framework. This includes being the first point of contact for users who encounter technical issues or who require assistance with IT services. Their primary purpose is to receive and triage incoming support requests, ensuring prompt acknowledgment and initial assessment of issues.
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Responsibilities:
• As a Level 1 System Administrator, manage onboarding and offboarding of employees in the North America Market.
• Managing and maintaining the identity and access management lifecycle of access business systems (onboarding, offboarding and access updates).
• Take ownership of all support requests, from start to finish, ensuring that requests are dealt with efficiently and effectively, supporting both local and remote staff via our ticketing system.
• Ensure security compliance levels are high with patch updates and analysis.
• Participate in incident management/problem resolution and root cause analysis of IT and Business Systems.
• Update the internal Wiki with technical documentation, KB articles and user manuals.
• Maintaining the IT asset lifecycle (setup of new equipment, equipment refresh and decommissioning).
• Proactive in providing solutions to prevent downtime and zero-day exploits from occurring.
• Drive change by challenging the current process.
• Provide support to staff for all things IT
• Put forward recommendations in procedural enhancement and assist in project delivery.
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Qualifications & Experience:
• BSc/BA in Information Technology, Computer Science or relative experience
• Excellent communication skills
• Proven problem-solving skills and technical project experience
• Resourcefulness and problem-solving aptitude
• Familiarity with Office 365, Azure and Mobile device management solutions
• A high degree of cyber-security awareness is a must.
• ITIL certification (advantageous) + Experience in providing technical support to non-technical users is highly desired
• Experience working with various cultures from around the globe
• Thrives for change and continuous improvement.
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Success Factors:
• Customer Focus and Empathy: The ability to empathize with users' frustrations and concerns while maintaining a customer-centric approach. Success is measured by the agent's ability to address user needs promptly and courteously, enhancing user satisfaction
• Effective Communication Skills: Clear and concise communication is essential for understanding user issues, providing instructions, and updating users on ticket status. Success hinges on the agent's ability to articulate technical information in a way that is understandable to non-technical users.
• Team Collaboration: Collaborating effectively with colleagues, including Level 2 support, specialized teams, and other IT personnel. Success is bolstered by the agent's ability to work collaboratively to resolve complex issues and share knowledge.
• Problem-Solving Abilities: Beyond technical troubleshooting, success also involves the capacity to analyze complex issues, identify root causes, and implement effective solutions. This includes knowing when to escalate issues to higher levels of support.
• Adherence to Policies and Procedures: Following established IT service management policies, procedures, and security protocols. Success is contingent upon maintaining compliance with organizational guidelines and regulatory requirements
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Capabilities:
• Technical Proficiency: A solid understanding of computer hardware, software applications, operating systems (e.g., Windows, macOS, Linux), and basic networking concepts (TCP/IP, DNS, DHCP). This includes the ability to troubleshoot common technical issues related to these areas.
• Problem-Solving Skills: The capability to systematically analyze and resolve technical problems, utilizing troubleshooting techniques and tools to identify root causes and implement solutions effectively.
• Customer Service Orientation: Strong interpersonal skills and a customer-focused approach to providing support. This includes active listening, empathy, patience, and the ability to communicate technical information clearly to non-technical users.
• Ticket Management: Proficiency in managing support tickets or incidents through a help desk or ticketing system. This involves accurately documenting issues, updating ticket statuses, and ensuring timely resolution according to service level agreements (SLAs).
• Communication Skills: Clear and effective communication is essential for interacting with users to gather information about issues, provide instructions for troubleshooting, and convey updates on issue resolution progress
About Coates
We are industry leaders who have won awards and set records. We are a 2x Australia Good Design Award winner and we successfully completed the largest hardware deployment in Quick Service Restaurant history.
We are industry leaders who have won awards and set records. We are a 2x Australia Good Design Award winner and we successfully completed the largest hardware deployment in Quick Service Restaurant history.
We are led by a forward-thinking CEO who has demonstrated a true passion for people and making Coates a place where people genuinely enjoy working. Our growth plans enable a focus on providing rapid career advancement opportunities for our talent.
Together, we are creators, allowing us to make our purpose a reality – to create immersive brand experiences for everyone.
Join a Crew that Cares
Be part of a global team of talented, ambitious, creative people that value integrity, individuality and inclusivity. (Ask us about our Equality + Empowerment Initiatives).
The benefits include an annual market competitive bonus program and our “Thrive Program” which includes a suite of flexible work options because we’re strong believers that you should never miss an important life or work moment. Thrive also provides dedicated time to prioritize our health and wellbeing (think virtual Yoga or meditation sessions), a Global Wellness paid day off to recharge as well as a “Give Back Day” to allow our Crew an opportunity to make an impact in the community.
Be inspired To Be More
We skip the red tape and aim to always stay nimble. We’re proud of where we’ve been and are energized by where we’re going. We encourage ideas and perspectives because we know the more we have, the better we are. We work hard but have fun along the way. We push the boundaries but keep it real and authentic. We believe in the values that got us here are the ones that will continue to lead us forward. We are excited by what we’ve accomplished, but know the best is yet to come.
Coates Group is an Equal Opportunity Employer and does not discriminate on the basis of race, color, creed, national or ethnic origin, gender, religion, disability, age, political affiliation or belief, disabled veteran, veteran of the Vietnam Era, or citizenship status (except in those special circumstances permitted or mandated by law).Â
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Date Posted
09/07/2024
Views
8
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