Technical Support Representative at ITG in Warrenville, Illinois

Job Description:

The Company

Industrial Technology Group (ITG) is an operating platform of The Heico Companies, LLC, overseeing 11 independent manufacturing companies which produce a wide array of equipment and products serving multiple industries and end users. ITG's independent business model fosters entrepreneurship and growth and allows professional development at all levels.

ITG harbors a philosophy of developing close customer contact to provide prompt, responsive service to meet our customer's changing needs, allowing us to be leaders within our respective industries. Equipment and products are marketed domestically through a direct sales force, manufacturer's representatives and an established network of independent dealers. Internationally, ITG sells in more than 60 countries through an independent distributor network, company sales representatives, licensees and agents. Our portfolio of companies is diverse and has a solid management base, product/market niches and efficient manufacturing capabilities.

Position Summary

Reporting to the Manager of Information Technology, the Technical Support Specialist is a key member of the Corporate IT Department located in Warrenville, IL. This position is responsible for assisting corporate end users with tier 1 technical and product support, helping to diagnose and solve technical problems, and providing onboarding guidance to newly hired staff. The job holder will collaboratively partner with team members across the IT group and other departments to ensure a high level of service.

Primary Responsibilities

• Respond and follow up on technical help tickets submitted via Heico's IT System


• Provide IT support for Windows, Microsoft Office, and a variety of other applications used internally


• Independently investigate and implement solutions to technical issues


• Identify recurring technical issues and propose solutions to address the root problems


• Assist in routing incoming requests to the appropriate team member


• Coordinate with other departments to resolve client issues


• Provide audio/visual setup and support for important client meetings and board presentations


• Contribute to revenue through client retention and by providing excellent customer support


• Assist with updating and repurposing of existing computers, phones, tablets. Assist in inventory organization and deployment of new computers


• Use Microsoft Office 365 platform to assist with account access issues, passwords, and installation of software using remote TeamViewer and MS Teams programs


• Update client on current issues for additional information


• Escalate networking and system related technical issues and request to tier 2 team

Job Requirements

• 4 year degree in relatable field, or combination of work experience and technical education (CompTIA A+, Microsoft Fundamentals)

• 1-3 years prior experience in customer service and/or office administration


• Experience using Microsoft Office 365, Windows 10/11, and other IT related software


• Experience with usage and settings of Apple iOS and Android mobile systems


• Able to work in a team environment and promote great communication


• Work in a fast-paced multi-level environment. Switch between remote and in person support cases

• Problem solving and analytical capabilities, with ability to avoid complicating further

• Must be detail oriented, accurate, thorough, and timely in completion of tasks


• Willing to travel locally in Chicagoland area on occasion, less than 10%

Key competencies

• 
  Unquestionable Integrity - Demonstrates the highest degree of integrity when engaging with associates, and stakeholders. Leads ethically by example and fosters a culture firmly grounded in the values of the organization.


• 
  Collaborative Style - Engages in problem solving and decision making. Is adept at bringing people together to tackle issues rather than dictate solutions. Has an inclusive working style and is professional and courteous. Builds strong relationships both internally and externally. Is both confident and humble.


• 
  Communication Skills - Excellent verbal and written communication skills with the ability to effectively deliver and reinforce consistent messages at all levels. Excellent listening skills.

EOE M/F/D/V