IT Support Specialist I Job in Warrenville 60555, Illinois US
Phonak is a successful, dynamic and internationally active company that specializes in the design, development, production and worldwide distribution of technologically advanced wireless communication systems and hearing solutions. Phonak's goal is to improve the quality of life of people with hearing loss. With our creative solutions, we provide products that enable hearing impaired people to hear and understand better and fully enjoy life's rich landscapes of sound. Phonak stands for innovative solutions in the field of hearing. In our opinion, this is the only way to create hearing aids for all kinds of hearing loss, all lifestyles, ages or budgets. The great variety of our innovations offers a suitable hearing aid for all individuals.
Phonak is a Group Company of Sonova, a Switzerland headquartered leader of innovative hearing healthcare solutions. With its network of subsidiaries and distribution partners, Phonak is represented in more than 100 countries and has been developing, producing and selling hearing and wireless systems for more than 50 years.
As the IT Support Specialist I at Phonak, your job duties will include:
· Installation, configuration, and ongoing usability of desktop and laptop computers, peripheral equipment, software, and mobile devices as well as other assigned projects
· Answer, evaluate, and prioritize incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies
· Interview user to collect information about problem and leads user through diagnostic procedures to determine source of error
· Determine whether problem is caused by hardware such as modem, printer, cables, or telephone
· Handle problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or technical staff
· Log and track calls using problem management database, and maintains history records and related problem documentation
· Call software and hardware vendors to request service regarding defective products
· Write or revise user training manuals and procedures
· Train users on software and hardware on-site or via web conferencing
Requirements
· 2+ years experience in a hardware/software support role on both desktop and laptop PCs
· Solid knowledge of Microsoft XP operating system
· Knowledge and experience with PC imaging and malware/virus removal
· Experience troubleshooting basic network, software, and printing problems
· Previous experience using a Help Desk ticket tracking system
· Experienced in the use of Microsoft Office suite
· Able to complete multiple tasks with minimal direction
· Able to follow directions and work independently as well as part of a team
· Good customer service and communication skills (both oral and written)
· Able to resolve general network connection issues and possesses a general understanding of networking concepts
· Associate degree or equivalent experience
· Experience working with Windows 7, Office 2010, and SharePoint is a plus
We are proud to offer a competitive benefits package which includes medical, dental and vision care plans, life insurance, disability, flexible spending accounts, and 401(k) with company contribution. Phonak also provides paid time off, tuition reimbursement and competitive compensation packages.
Phonak is an equal opportunity employer M/F/D/V.