IT Help Desk Technician at Motorola in Chicago, Illinois

Job Description:

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Company Overview

At Motorola Solutions, we create technologies our customers refer to as their lifeline. Our technology platforms in communications, software, video and services help our customers work safely and more efficiently. Whether it's helping firefighters see through smoke, enabling police officers to see around street corners, or reliably keeping the lights on in homes and businesses around the world, our work supports those who put their lives on the line to keep us safe. Bring your passion, potential and talents to Motorola Solutions, and help us usher in a new era in public safety and security.

Department Overview

Our Applied Technology organization puts some of Motorola Solutions' brightest minds on unique, highly challenging projects. Based on decades of experience with our customers, we apply leading-edge technologies to support security and safety throughout the world. We engineer our products from start to finish and manufacture them in-house. We're known for low volume and high capability with focused specialization in areas including software-defined radios, advanced antenna solutions, artificial intelligence and machine learning, cybersecurity, signals intelligence and more. We can't tell you much more about what we do, but we can tell you it's amazing.

Job Description

The IT support technician provides face to face support via walk-up and/or helpdesk 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 will be supporting our employee base with their technology needs including desktop/application support issues, IP phones, and other day to day IT related tasks . Experience supporting Windows 10 is required and Linux is a plus. This person should be a good communicator who enjoys working with people from all levels of the company.

Scope of Responsibilities / Expectations

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  End User Services:

  
  
  
  

  • Investigate, troubleshoot, and resolve all computer software and or hardware problems for on-site and remote users. These include but are not limited to Microsoft, Linux, Google Suite, Remote/VPN Connectivity, Printing, MS Office, and Chromebox / Audio-Visual services.

  
  

  • Primarily responsible for installing and configuring computer systems following a defined imaging process. Diagnosing hardware and software faults and providing technical support to Motorola Solutions employees and contractors.

  
  

  • Create, maintain, and update IT equipment in our asset tracking software.

  
  

  • Assist with IT onboarding of resources including new pc's, loaner pc's, IT Training, etc.

  
  

  • Complete IT responsible tasks associated with offboarding of retired resources assets.

  
  

  • Track all customer communication and users requests / problems in the Help Desk system. Ensure customer satisfaction by reviewing and performing follow-up communications on open/closed tickets. Update associated knowledgebase with standard resolutions as required.

  
  

  • 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.

  
  

  • Individual must present a positive customer service experience for fellow employees

  
  
  
  



• 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.




• Manage and assist in conference room AV systems, backup tape rotations, and printer maintenance.




• Expand knowledge and learn new systems and procedures.




• Participate in continual improvement of processes through the development and implementation of supporting documentation and procedures.




• Manage and maintain Performance Monitoring system (PRTG) and respond to issues in a timely manner




• Salvaging equipment based on regulatory requirements




• Perform inventory management tasks

Desired Background/Knowledge/Skills

• Excellent knowledge of PC internal components.




• Ability to operate tools, components, and peripheral accessories.




• Excellent knowledge of PC and desktop hardware.




• Hands-on hardware troubleshooting experience.




• Technical knowledge of current protocols, operating systems, and standards.




• Able to read and understand technical manuals, procedural documentation and OEM guides.




• Strong analytical and problem-solving skills




• Ability to communicate effectively with others, both orally and in writing.




• Helpdesk experience




• Certifications are a plus

#AppliedTech

Basic Requirements

• Must be a U.S. Citizen with the ability to obtain necessary security clearances as required by government contracts.




• Associates Degree in Computer Science or related field




• Ability to interface with customers and internal teams effectively




• Ability to lift equipment weighing up to 50 pounds




• Prior IT/Computer experience




• Ability to organize, prioritize, multi-task, and meet deadlines with a can-do attitude

Travel Requirements

Under 10%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes

EEO Statement

Motorola Solutions is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran's status, or, any other protected characteristic.

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