Senior IT Endpoint Engineer - Chicago, IL

No other company in our industry is supercharging the way they work and serve their clients like OneDigital. Fresh thinking has always been the core of OneDigital’s vision and growth strategy. It’s how we stand out in our industry, it’s how we stay competitive and resilient in a changing world. Most importantly, our innovative approach is helping more people do their best work and live their best lives. Innovation fuels our employee experience by making it easier to do your best work anytime, anywhere and from any device. And our tech-based products for clients are a game changer in our industry. If you thrive on change and innovation, OneDigital is the career choice for you.

Our Newest Opportunity: 

The Senior IT Endpoint Support Engineer plays a critical onsite role ensuring the seamless operation of OneDigital’s IT systems. This position provides tier 1 and tier 2 user support, ensuring the end users experience uninterrupted connectivity and exceptional customer service in a timely and professional manner. Advanced written and verbal communication skills are needed along with the ability to work in a fast-paced dynamic environment. The Senior Engineer supports, maintains, has working experience and expertise in various IT systems and supports activities that including but are not limited to: Desktops, laptops, printers, peripherals, mobile solutions A/V equipment in conference rooms, basic networking, onboarding and offboarding support, Windows OS, AD, Asure, Intune, imaging softphones (Five9), and M365. This role requires a strong technical foundation, extensive customer service experience, technical problem-solving skills, and good organizational abilities.

Essential Duties and Responsibilities (include but are not limited to):

• Deliver advanced technical support, troubleshooting, and IMAC (Install, Move, Add, Change) services for end-user systems at OneDigital’s ODAH location.
• Ensure adherence to IT support processes and best practices, actively and contributing to their continuous improvement.
• Act as a technical lead, guiding and upskilling junior technicians to enhance their expertise.
• Leverage analytical and troubleshooting skills to diagnose and resolve hardware, software, and connectivity issues efficiently.
• Support and manage operating systems, Active Directory, Azure, Intune, and M365 environments.
• Actively participate in a collaborative and productive work environment, promoting knowledge sharing and creating knowledge articles as needed
• Collaborate with peers to establish, communicate, and monitor IT support initiatives
• Recommend changes to current and future support models for proactive, automated, and simplified support processes and procedures
• Develop, manage, and maintain strong relationships with site leadership and end users
• Proactively walk the floor and promptly respond to issues for end users
• Proactively find ways to automate and simplify processes using existing tools or finding and recommending new tools as needed.
• Act as an escalation point for complex technical issues and guide junior team members in troubleshooting and resolving critical incidents.
• Set high standards for customer service and hold yourself accountable for meeting those standards,
• Implement as possible IT best practices that work driving repeatable, sustainable, efficiency and consistency
• Manage IT projects as required such as upgrading PCs, replacing printers, installing network devices, etc.
• Create reports and/or dashboards to monitor work and identify trends for proactive resolutions.
• Other duties as assigned by management

Qualifications, Skills and Requirements:

• Exceptional customer service orientation, with a commitment to resolving issues promptly and fostering a positive customer experience.
• Excellent problem-solving skills and the ability to make decisions under pressure and in high-stakes situations.
• Customer Service - Able to provide excellent customer service skills in person, in writing, and on the phone
• Strong communication skills, including the ability to explain complex technical information to both technical and non-technical stakeholders and the ability too interface with C-Level customers. · Teamwork: Ability to work independently or in a team environment

Education, Training and Experience:

• 5+ years of hands-on experience in IT endpoint support, with a strong foundation in troubleshooting, technical support, and IT infrastructure
• Strong technical knowledge of Windows OS, Desktop and Laptop PCs, softphone Software, Intermediate
• Networking, Ticketing Systems, Remote Access Tools, AD, Azure, and M365 Education associate’s degree in computer science, Information Technology, or equivalent proven experience