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Technical Support Specialist I

Company: Medline Industries, Inc.
Location: Mundelein
Posted on: May 12, 2022

Job Description:

Systems Support for Medline employees Medline Industries is seeking a driven, creative and hard-working individual for our IT Help Desk (Monday-Friday 9am-6pm). We seek candidates with an entrepreneurial mindset who thrive in a fast-paced, large corporate environment. The role of the Help Desk Analyst is to efficiently identify and resolve issues resulting in high team contributions and maintain high levels of customer satisfaction within the Technical Support Team. Primarily responsible for providing software and hardware telephone support for Medline%26rsquo;s employees nationwide. Shift: 9am-6pm This role will primarily be remote, however occasional attendance at Medline's Mundelein, IL office may be necessary. Individuals must be located within a reasonable commute distance to accommodate. Responsibilities include:

  • Diagnose and resolve technology-related problems using documented procedures and troubleshooting tools (where available) in the performance of most responsibilities.
  • Provide technical advice, guidance and informal training to customers on hardware and software programs.
  • Serve as a single point-of-contact with the IT Department for end-users. In addition to problem identification, perform on-the-spot training to prevent problem reoccurrence and promote knowledge transfer.
  • Provide an appropriate level of empathy and sensitivity to all customers. Promote a professional, responsive, and positive experience through all aspects of interaction including verbal and written correspondence.
  • Follow team guidelines and procedures to manage open issues.
  • Accurately and efficiently enter call data into Medline%26rsquo;s tracking system.
  • Escalate higher tier problems to appropriate support teams.
  • Provide a high level of detail in the documentation of all calls that require escalation outside of the immediate team.
  • Ensure that all escalated issues have been thoroughly researched and compared against the team%26rsquo;s knowledge database prior to escalation.
  • Contribute to knowledge database and call tracking database as needed to enhance quality and consistency of problem resolutions.
  • Create and publish knowledge base articles to assist others in the diagnosis and resolution of specific issues Qualifications: COVID-19 Vaccination Please be aware that Medline requires all employees starting in this position to be fully vaccinated against COVID-19. This position will require the successful candidate to provide proof that they are fully vaccinated by their start date. Medline is an equal opportunity employer, and will provide reasonable accommodations to those individuals who are unable to be vaccinated for COVID-19 consistent with federal, state, and local law.
    • 1+ years of high phone call volume IT help desk work experience.
    • Demonstrated working knowledge of basic to moderately complex hardware and software products and problem solving/troubleshooting skills in a MicroSoft based environment.
    • Experience providing Tier 1 support of low to medium complexity within a team environment.
    • Familiarity working with a call tracking ticketing system and ACD systems preferred.
    • Experience working with troubleshooting tools such as remote connection tools, SCCM, remote help, a plus.
    • Experience supporting one or more of the following preferred: MS CRM, OneDrive, OneNote, Windows 10, Office 2016.
    • Strong team player attitude with the ability to communicate and work effectively with all levels of employees and team members.
    • Good verbal and written communication skills with strong customer service skills.
    • Associate%26rsquo;s or Bachelor%26rsquo;s Degree, or technical institute degree/certificate in Computer Science, Information Systems, or other related field preferred.

Keywords: Medline Industries, Inc., Arlington Heights , Technical Support Specialist I, IT / Software / Systems , Mundelein, Illinois

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