Tech Support Specialist

*Please Note: This position requires you to commute to a second location in downtown Chicago

CVR is seeking Program Technical Support Specialist. This individual will have responsibility for providing frontline support of all office computers, mobile devices, printers, copy machines and network devices. Provide technical assistance and support to end-users for hardware, software, and various technical issues. They will diagnose and resolve problems, answer queries, and offer solutions to ensure optimal use of technology

Responsibilities:

• Respond to inquiries and provide technical support to end-users via phone, email, or in-person.
• Troubleshoot hardware and software issues and escalate complex problems to appropriate teams.
• Assist in the installation, configuration, and maintenance of hardware and software.
• Set up new computer systems and ensure proper functionality.
• Capable of working with various forms of technology covering inventory systems, production/performance systems, technical systems and communication and payroll systems.
• Gather and analyze data to diagnose problems with computer and software systems
• Properly use diagnostic testing, simulation or other tools to maintain troubleshoot, and restore serve or data to systems.
• Identify and diagnose hardware and
• Support all onboarding activities associated with system set-up and access.
• Must travel as needed between each office
• Ability to lift and move computer equipment when necessary.

Documentation

• Maintain detailed records of technical issues, resolutions, and customer interactions.
• Create and update knowledge base articles for common technical problems.

• Perform database management functions, including appraising, reviewing extracting data, creating analysis results, spreadsheets, etc.

Installation and Configuration:

• Assist in the installation, configuration, and maintenance of hardware and software.
• Set up new computer systems and ensure proper functionality.

Training:

• Key point of contact for training new staff, or staff who need assistance in system access and usage.
• Conduct training sessions for end-users on using new software or hardware.
• Develop and distribute test cases, job aids, SOPS, checklist, and other training aids (Reference guides).
• Create user guides and documentation for common issues and solutions

KNOWLEDGE, SKILLS & ABILITIES:

• Knowledge of the rules and guidelines relative to system access and security.
• Must become familiar with CVR system access policies and procedures.
• Must have some knowledge of general agency HCV policy and procedures.
• High-level knowledge of commonly used software, hardware and applications.
• Advanced communication skills in the areas of listening, interviewing, investigation, interpretation, written and verbal communication.
• Demonstrate the ability to effectively perform with constant interruption
• Must be capable of effectively articulating system usage to end-users.
• Ability to effectively write procedural guides, letters, maintain documentation and complete required system access forms.
• Ability to work with confidential situations with professionalism
• Strong people skills for building relationship with colleagues at all levels
• Ability to plan and prioritize your work and the work of others
• Strong independent decision-making ability
• Ability to take initiative and be resourceful.
• Ability to analyze data and present recommendations
• Must possess excellent organizational and time management skills.
• Must become familiar with office equipment,
• Familiarity with help desk software and ticketing systems.
• Experience with remote support tools.
• Certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or similar are a plus.
• ·Must be able to use general processing and auxiliary systems, including Microsoft Office products.

TRAINING / EXPERIENCE:

• Bachelor's degree in Information Technology, Computer Science, or a related field. Combination of eligible certifications and equivalent experience)
• Proven experience in a technical support role.
• Strong knowledge of computer systems, hardware, and software.
• Excellent problem-solving and communication skills.
• Customer-focused attitude with the ability to empathize and prioritize customer needs.
• Attend and participate in seminars, webinars, and/or workshops as required.
• Experience working in a high-volume call and production environment with high performance guidelines and stringent deadlines.
• Knowledge of public sector housing authority programs and systems is a plus