Technical Support Tech II IT (Information Technology)

Job Summary

Medline Industries located in IL is seeking a driven, creative and hard-working individual for our IT Help Desk (Monday-Friday 9am-6pm). We seek candidates with an entrepreneurial mindset who thrives in a fast-paced, large corporate environment.

Job Description

Description:

We are looking for an individual that will be responsible for provisioning of access (the process of creating, maintaining, and removing user accounts to various systems, ensuring the right level of access at the right time) using Active Directory, Exchange and other MS Tools. The position will ensure the proper access to all types of enterprise applications and data communications systems and services for each customer working under established guidelines, policies and protocols. Being able to work with mission-critical and sensitive data and systems, providing customer support as well as 2nd level support to resolve access related issues for end-user community is a must.

Tier 1 and 2 software and hardware support. Provides technical advice, guidance and informal training to customers using hardware and software programs. Troubleshoots and restores routine technical service and equipment problems by analyzing, identifying and diagnosing faults and symptoms using established processes and procedures. Performs root cause analysis and develops checklists for typical problems. Recommends procedures and controls for problem prevention. Provide suggestions or required updates for current or new knowledge base articles to assist others in the diagnosis and resolution of specific issues.  Works in a team setting, sharing information and assisting others with calls.

Primary responsibilities include:

- Work under direct supervision to provision access to moderately complex systems, taking direction from other team members, supervisor, manager or director.

-Perform basic levels of troubleshooting of issues independently or under the direction of other team members; triage requests to other team members.

-Primarily use Active Directory (AD) User & Computers to create, maintain and remove AD accounts using AD User Templates. Understand Active Directory infrastructure: domain controllers; forests; domain vs. workgroup; child domains; trusts; replication.

-Manage and maintain accounts and groups: domain accounts; local accounts; user profiles; group types; group scopes; group nesting; organizational units and containers: purpose of organizational units; purpose of containers; delegation; default.

-Oversee file share permissions (add/revoke/change permissions). Understand role-based security groups.

-Review requests to ensure appropriate approval and authorization have been provided.

-Create, maintain and remove email addresses, distribution lists, resource mailboxes / calendars and Public Folders.

-Record and document relevant details of the fulfillment in approved tools; communicate resolution to the customer. Coordinate and communicate with end-users to analyze and assist in timely closure of their requests. Use support documentation, knowledge articles, and user guides in fulfillment of requests and to resolve incidents.

• Provide an appropriate level of empathy and sensitivity to all customers.  Promote a professional, responsive, and positive experience through all aspects of interaction including verbal and written correspondence.
• Enter data into Medline's tracking system with enough detail that other IT Technicians can pick-up the issue and proceed toward resolution without the need for additional communication regarding criticality, symptoms, and actions taken to date.

Preferred Experience:

• Experience within a Windows & MS Office environment including work with Internet Explorer based applications.
• Experience building and maintaining relationships within and between teams.
• Experience providing customer service to internal and external customers, including meeting quality standards for services, and evaluation of customer satisfaction.

Requirements:

• Associate's / Bachelor's Degree or Technical institute degree/certification in Computer Science, Information Systems, or equivalent work experience.
• At least 1 year of hands-on experience with Active Directory and Exchange Administration demonstrating basic understanding of current desktop operating systems, Active Directory, Exchange, and file permissions.
• Experience taking the steps to ensure the assignment/project is accomplished within SLA's or tight timeframes.

Benefits - Medline is committed to offering competitive benefits and a variety of choices to best meet the needs of you and your family. For employees scheduled to work at least 30 hours per week, this includes health and well-being, financial fitness, career development, paid time off and more. Employees scheduled to work less than 30 hours per week can participate in the 401(k) plan, access the Employee Assistance Program (EAP), Employee Resource Groups (ERG) and Medline Service Corps. For a more comprehensive list of our benefits, please click here.

Every day, we're focused on building a more diverse and inclusive company, one that recognizes, values and respects the differences we all bring to the workplace. From doing what's right to delivering business results, together, we're better. Explore our Diversity, Equity and Inclusion page here.

Medline Industries, LP is an equal opportunity employer. Medline evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.