Sr Tech Support Analyst - Level 2

Job Title: Sr Tech Support Analyst - Level 2
Primary Location: Onsite Chicago Loop (near train station)
Position Type: Direct hire
Overview
TalentFish is casting a line for a Sr Tech Support Analyst - Level 2. This is a direct hire position with an international financial services firm based in Chicago. The Sr Tech Support Analyst will provide technical assistance for tickets that have been escalated to the Global Technical Services team from the first level support partner. Assist the Infrastructure and Cybersecurity teams in resolving tickets. Ensure tickets are routed to the correct internal IT support teams - Infrastructure, Cybersecurity, Architecture & Development, various application teams. Provide Level 2 troubleshooting and solution assistance for hardware related issues (including copiers, printers, laptops, AV devices and Embrava devices. Provide troubleshooting and solutions for voice related issues, such as MS Teams phone, Ring Central.
What You Bring to the Role. (Ideal Experience)

• 4-5 years of experience in support environment.
• Technical degree or comparable experience/certifications in an IT related field.
• Proficiency with Windows OS, MS Office apps, and basic troubleshooting for Intune managed mobile devices.
• Experience preferred with the following: Active Directory(Windows and Azure), SCCM, Intune, O365 Administration, Okta, Cato.
• Excellent written and verbal communications skills.
• Ability to work in a large team with minimal supervision.
• Capable of providing high end user experience.
• Ability to excel in a fast paced work environment.
• Ability to make sound decisions when faced with competing priorities.
• Results oriented and can identify the steps to be taken to achieve objectives.

What You'll do in a Day. (Skills Used in this Position)

• Work with technology partner on software updates/deployment.
• Work with internal/external teams on upcoming initiatives.
• Develop internal documentation as required.
• Complete various projects
• Process invoices in a timely manner.
• In office 4-5 days/week, with alternating Fridays as work from home.
• Monitor the ticket queue (including review of the Ticketing Analytics Dashboard) throughout the day to ensure timely closure of tickets with the various IT support teams. This would require frequent communication with external technology partner, internal IT support teams and the business departments (in North America, Europe and APAC).

• Participate in regularly scheduled technology updates with the Europe and APAC business teams.
• Create and maintain desktop and laptop standards through testing and configurations.
• Document all issues, resolutions, and client interactions in the ticketing system.

TalentFish is an employee-owned company pioneering a new realm in talent acquisition. We are redefining IT staffing by evolving AI, video screening and our unique platform. TalentFish focuses on providing the best employee, consultant, and client experience possible.
At TalentFish we are an Equal Opportunity Employer we embrace and encourage diversity!