Service Desk Technician II

Job Locations US-IL-Chicago
ID 2021-2589
Category
Information Technology
Postal Code
60603

Overview

Draper and Kramer is a family owned company with over 125 years of experience providing vertically integrated property and financial services throughout the United States. Specifically, our services include multi-family residential and commercial property management, acquisition, development, debt and equity commercial financing and residential mortgage banking services.

 

We are one of Chicago's best employers that have been a three-time winner of the Chicago Tribune’s Top Places to Work. We offer opportunities for career advancement, a supportive work environment and competitive benefits packages. We encourage you to learn more about joining the Draper and Kramer team!

 

Draper and Kramer is looking for a Service Desk Technician II as a member of the IT Service Desk within the Information Technology Department. Successful candidate’s home office will be in our corporate office in Chicago and will provide remote support for multiple locations across the country. The role is to provide technical support and assistance to end-users of all levels, with a broad variety of software and hardware issues. This position requires a great attitude, above average communication, analytical skills, and problem-solving skills to provide first and second tier technical support, as well as the ability to research, resolve and escalate IT issues when necessary.

Responsibilities

  • Knowledge of Windows desktop operating systems across computing platforms (laptops, tablets, and desktop computers). Fielding, diagnosing, and troubleshooting incoming customer requests and incidents via phone and email.
  • Provides first line support services to both local and offsite customers with technical problems and requests. This includes connectivity, access, computer hardware, operating systems, printers, and software application functions.
  • Enter all calls into the IT Service Desk ticketing system and update tickets accordingly in a timely fashion.
  • Provides ticket status updates to management and customers.
  • Follows documented operating procedures and customer service guidelines for IT Service Desk support.
  • Responsible for user account management in Active Directory and within applications, including adds, changes, and deletion in accordance with defined policies and procedures.
  • Strictly adhere to all escalation procedures to ensure all problems are resolved in a timely manner and with the highest level of customer service.

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Qualifications

  • High school diploma/GED equivalent; Bachelor's degree preferred
  • Minimum of two (2) years of professional experience
  • Successful completion of CompTIA A+, CompTIA Network+, or other comparable certification. MCP, Help Desk Institute CSR and Help Desk Institute SCA are preferred.
  • Well-versed in using and supporting Microsoft Office 365. Notably Microsoft Windows, Word, Excel, Outlook, Teams, OneDrive and Sharepoint with a solid background in MS Office 365 and Exchange Server Administration.
  • Experience working with customers possessing varying degrees of technical aptitude and must have excellent communication and interpersonal skills with the ability to build rapport with callers and on-site clients.
  • Practical understanding of Group Policy, Active Directory, Azure AD, DNS and DHCP.
  • Knowledge of troubleshooting network connections, printers, share permissions, devices and current security practices and policies.
  • Basic knowledge of PowerShell, Batch or Visual Basic Scripts and working knowledge of Microsoft InTune and System Center Configuration Manager.
  • Knowledge of customer service practices (ITIL and ITSM) and of relevant call tracking and ticket management applications.
  • Experience with end-point protection tools (anti-virus and anti-malware software).

 

It always has been and continues to be Draper and Kramer’s policy that employees should be able to enjoy a work environment free from all forms of unlawful employment discrimination. All decisions regarding recruiting, hiring, promotion, assignment, training, termination, and other terms and conditions of employment will be made without unlawful discrimination on the basis of race, color, national origin, sexual orientation, gender identity or expression, religion, age, pregnancy, disability, work-related injury, covered veteran status or any other factor that the law protects from employment discrimination.

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