Technician Sr Associate - Chicago, IL - (IL-Exe-N11cn)

Job Category:Technical Support Services Primary Location:USA-IL: ILLINOIS-CHICAGOSchedule:Full-time Job Type:Standard Employee Status:RegularJob Posting: 2008-08-21Description: Essential Job Functions Interfaces with end users to resolve complex problems concerning system function which have been escalated through a problem ticket process. Assesses diagnostic information and determines alternative courses of action. Recommends and implements process changes. Coordinates and/or conducts install, move, add, and change (ICMS) activities based for complex activities including integrated equipment and systems. Creates plan to implement changes and works with appropriate parties to ensure implementation is meeting expected timeframes, service level agreements and other criteria. Measures, maintains and documents team performance in relation to established goals, time frames and service levels. Revises plans as necessary. Provides technical services in support of project work; works with project teams to develop, engineer and implement defined technical activities, such as distributing new personal computers, in accordance with established guidelines and procedures. Provides guidance and training to client population on system and products to eliminate recurring errors for systems/products. Escalates issues or concerns as appropriate. Recommends changes to procedures and processes; implements as approved. Maintains currency regarding technological, process and/or other advances, specifically in line of service, to ensure team performance and to achieve team objectives. Creates and maintains systems software and hardware documentation and assesses system information where appropriate. Provides leadership and work guidance to less experienced personnel. Basic Qualifications High school diploma Two or more years of technical training in computer field Ten or more years of technical support experience Experience working with company products and operating systems Experience working with solving computer-related technical problems Experience working with company escalation policy Other Qualifications US citizenship required - account requirementStrong interpersonal skills for interacting with team members and clients Strong communication skills Strong organization skills to balance and prioritize work Strong analytical and problem solving skills Good leadership skills to guide and mentor the work of less experienced personnel Remote Work Location Authorized:No Relocation Assistance:Not AvailableClearance Level:None Create Success