Client Support Specialist

Title: Client Support - Associate

Location: Bensenville, IL

Duration: 3months of contract Contract to Hire

Shift: Monday to Friday 8:00 am - 5:00 pm (3 days a week) and 10:00 am - 7:00 pm (2 days a week)

Description:

The role is for an Onsite IT Support Associate, responsible for managing the technical support needs of the site. This includes overseeing new hire onboarding, maintaining onsite printers, and addressing all technical issues on the premises. As the primary point of contact for IT at this location, the contractor must be approachable and customer-focused, acting as the face of the IT department.

Role and Responsibility:

• Key responsibilities include issuing laptops, replacing hardware, and performing software updates. Support is provided through an internal ticketing system, where ticket volumes can range from 10 to over 60 per day.
• The contractor will manage tickets and cases via chat, rather than through a call center environment, though in-person assistance is also required, as this is an onsite role in a full office environment.
• Support is provided to USF internal employees both on-site and remotely, with remote assistance handled via chat. While ticket volumes can be as high as 80 interactions on particularly busy days, there are also quieter
• days with as few as 10.
• Training will be provided through a 3–4-week program, where the contractor will shadow teammates and be guided through all necessary processes.
• USF will supply all required equipment.

Qualification and Requirements:

• 2 Years of IT Experience: Proficiency with hardware management, including building systems, providing training, and assembling laptops.
• Relevant certifications are a plus. Familiarity with networking concepts is also required. While a degree is not mandatory, it is considered an advantage.
• Basic troubleshooting experience with printers is also necessary.
• 2 Years of Customer Service Experience: Strong customer service skills, including professional phone etiquette and the ability to interact effectively with internal staff.
• Networking Experience: Understanding of network infrastructure, with the ability to troubleshoot network-related issues and a solid grasp of networking concepts.
• Windows Experience: A strong working knowledge of Windows operating systems is required.
• Experience Flexibility: While candidates should have at least 2 years of relevant experience in total, a diverse background in IT and customer service is acceptable.