IT Technician (Schaumburg On-Site)

The IT support technician provides face-to-face support via walk-up service for IT-related incidents and requests from employees and contractors, along with remote support for off-site users. This technician is part of a professional team of people providing a single point of contact for high-level customer service and technical support. Primary responsibility is to support our employee base with their technology needs, including desktop support issues, IP phones, and mobile devices.

Requirements

• Investigate, troubleshoot, and resolve all computer software and or hardware problems for on-site and remote users.
• Install and configure computer systems following a defined imaging process.
• Diagnose hardware and software faults and provide technical support to Motorola Solutions employees and contractors.
• Create, maintain, and update IT equipment in our asset tracking software.
• Provide mobile device support to include the setup of devices (iOS, Android, etc.) to connect to the mobile device management system and remote authentication applications.
• Assist with IT onboarding of resources, including new PC's, loaner PC's, IT Training, etc.
• Complete IT responsibilities associated with the offboarding of retired resource assets.
• Track all customer communication and users' requests/problems in the ServiceNow incident tracking system.
• Coordinate between other IT resources (internal and external) and vendors to resolve issues and proactively evaluate and avoid future issues related to hardware and software on users' computers.
• Create and maintain in-house documentation; these include but are not limited to checklists, IT Asset Management, general policies, and procedures.
• Prioritize critical issues and escalate issue(s) following defined processes.
• Participate in automation and script development for repetitive activities.
• Expand knowledge and learn new systems and procedures.
• Able to work independently with minimal supervision.
• Perform inventory management tasks
• Embrace and apply company AI to optimize duties and expand role scope.

Benefits

• Incentive Bonus Plans
• Medical, Dental, Vision benefits
• 401K with Company Match
• 10 Paid Holidays
• Generous Paid Time Off Packages
• Employee Stock Purchase Plan
• Paid Parental & Family Leave
• and more!