Pearson Deskside Support Technician in Elk Grove Village, Illinois

Deskside Support Technician

Description

At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always re-examining the way people learn best, whether it’s one child in our own backyard or an education community across the globe.We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology — and each other to surpass these boundaries — we create seeds of learning that become the catalyst for the world’s innovations, personal and global, large and small.

SUMMARY:

The Deskside Support Technician is responsible for providing support to internal and external customers by identifying, prioritizing, and confirming resolution of reported problems with technology devices across various desktop platforms. The technician provides device support including installing, configuring, troubleshooting, repairing, and upgrading of hardware, software, and operating systems.

Other duties as assigned by management:

Assist with project based work.

PRIMARY RESPONSIBILITIES:

  • 20% Providing technical, operations support, problem determination, and problem resolution to systems, printers, and peripheral hardware in a Windows Active Directory environment.

  • 20% Log requests, status of requests in support tracking system.

  • 20% Provide phone and remote control support to field and home based end users.

  • 20% Maintaining hardware and software standards and compliance in addition to hardware inventories including the return of replacement or credit for defective materials.

  • 20% Maintaining a stable technical environment that supports all Pearson business unit functions.

Qualifications

REQUIRED KNOWLEDGE AND EXPERIENCE:

  • 2-3 years of hands-on deskside support experience is required.

  • Demonstrative experience and knowledge supporting various operating systems across multiple device platforms including mobile devices.

Skills/knowledge/abilities:

  • Must possess a strong customer service orientation.

  • Must be adaptive and flexible and have good problem solving skills.

  • Must be able to communicate effectively both verbally and in writing.

  • Must have knowledge of Microsoft Windows, Apple Operating Systems, iOS and Android OS.

  • Must have functional as well as support capabilities for software, including but not limited to, Microsoft Office, Google Docs and other productivity suites and applications.

  • Must be able to troubleshoot and repair hardware.

  • Ability to manipulate tools and components used to install, repair, or otherwise maintain computers, IP phones, and network/ phone cabling is required.

  • Occasional climbing, crawling, and lifting of equipment up to 50 pounds.

Other Requirements:

  • A certification

  • Evidence of certification from major hardware vendor (ie. Dell, Lenovo) a plus.

  • Apple Hardware certification a plus.

  • Microsoft Certification a plus.

  • To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • This person must be able to sit or stand at a personal computer for a reasonable length of time typing and reading.

  • Ability to handle a high volume of work in a short period of time, handle multiple priorities simultaneously and operate in a demanding work environment is important.

  • Reliable attendance and punctuality is critical to successful performance in this role.

#LI-TM

Primary Location: US-IL-Elk Grove Village

Work Locations: US-IL-Elk Grove Village-50 Northwest 50 Northwest Point Rd Elk Grove Village 60007

Job: Technology

Organization: Technology & Operations

Employee Status: Regular Employee

Job Type: Standard

Shift: Day Job

Job Posting: Nov 21, 2016