IT Technician (Schaumburg On-Site)

We're looking for an IT support technician to provide face-to-face support for IT-related incidents and requests from employees and contractors. The ideal candidate will have experience supporting Windows 11, Mac OS, and Google Workspace, and will be able to troubleshoot and resolve computer software and hardware problems. This is a 40-hour work week with a 1-hour lunch break, and the position requires 100% on-site support at the Schaumburg, Illinois site.

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 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
• Ensure customer satisfaction by reviewing and performing follow-up communications on open/closed tickets
• Update the associated knowledge base 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
• 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