Investigative Assistant (Technical Support Analyst)
Hours of operation
8:30 a.m. - 5 p.m.
POSITION DESCRIPTION: The IGO is seeking a Technical Support Analyst to provide services and support to new and existing IGO personnel. The Technical Support Analyst is responsible for determining problem type and work around solutions in a Tier 1 capacity. This position requires a basic to moderate understanding of personal computing principles including hardware troubleshooting, software applications configuration, preventive maintenance and the ability to perform diagnostics and troubleshooting to determine the source of staff problems and issues. Applicant must have excellent verbal and written communications skills and the ability to deal with stressful situations.
POSITION DUTIES:
Technical
- Able to provide Tier 1 level desktop technical support in a Windows based environment
- Able to demonstrate a basic level of understanding with Windows based network infrastructure
- Able to demonstrate a basic level of understanding with software applications and Windows OS integration
- Able to demonstrate a basic level of understanding with Windows based hardware configurations for desktops, laptops and printers.
- Able to install and configure Windows OS software and related tools.
- Able to maintain software and hardware inventory.
Customer Service Skills
- First priority is to receive all staff inquiries and provide staff accepted resolutions in the most efficient and effective manner possible
- Communicates effectively with management and staff within IGO as well as externally to other departments
- Operates effectively as a team player
- Escalates calls to Tier 2 when unable to provide resolutions
- Escalate/Refer calls to 3rd party vendors in accordance to established policy
- Maintains accurate logs of inquiries and resolutions via tracking system.
- Maintain software and hardware upgrades as well as industry wide changes
- Assists in the implementation of support of new staff, processes, hardware and software
- Other duties as assigned
MINIMUM QUALIFICATIONS: Six months of work experience in an office environment or in a position requiring substantial driving duties. A valid State of Illinois driver’s license is required and ability to operate a passenger vehicle. Must have basic computer skills and able to maintain confidential information, prepare reports, follow oral and written instructions, sit and walk frequently, access multilevel facilities via stairs, and lift and carry up to 75 pounds.
INSTRUCTIONS: To apply for this job title, DO NOT use the City of Chicago online application. Follow these six steps:
- Go to e-mail address jobs@chicagoinspectorgeneral.org;
- In the subject line, type in the job title for which you are applying;
- Complete, save and attach the “Inspector General Employment Application,” available here;
- Attach your cover letter for this job title;
- Attach your resume; and,
- Attach a writing sample and, if applicable, college transcript.
NOTE: To be considered for this position you must provide all the information listed above. If you fail to provide this information at the time you submit your application, your submission will be incomplete and you will not be considered for an interview. Application materials will only be accepted by e-mail at jobs@chicagoinspectorgeneral.org. If there is more than one open position in which you are interested, you may apply for more than one title by submitting an individual e-mail for each title. Repeat instruction steps one through five with each e-mail.
Posted in Government
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