resolve all issues first call
Provide feedback on reducing ticket times and helpdesk efficiency
Engage and contribute with the IT team on projects and task supporting
business Enterprise needs
Provide wireless network support for users including connectivity issues and
administrative functions of the system
Assist in development of procedures that outline how incidents, requests, and
problems are identified, documented, escalated and managed
QUALIFICATIONS
High school diploma or equivalent and 3-4 years’ proven experience in a
helpdesk environment (Tier II support)
Strong understanding of computer systems, mobile devices, and applications in
an Enterprise IT environment
Experience with wired and wireless Local Area networks (LAN), Wide Area
networks (WAN) and Networking preferred
Ability to diagnose, troubleshoot and resolve basic to complex end user
technical issues
Working knowledge of Microsoft and Mac operating systems and Office
products
Excellent oral and written communication skills
Certification on Microsoft Client or Server products is preferred, but not
required
SharePoint, Salesforce or ServiceNow experience is preferred, but not required
COMPETENCIES
Adaptability - Adapts to changes in the work environment; Manages
competing demands; Changes approach or method to best fit the situation;
Able to deal with frequent change, delays, or unexpected events.
Attendance/Punctuality - Is consistently at work and on time; Ensures work
responsibilities are covered when absent; Arrives at meetings and
appointments on time.
Customer Service - Manages difficult or emotional customer situations;
Responds promptly to customer needs; Solicits customer feedback to improve
service; Responds to requests for service and assistance; Meets commitments.
Dependability - Follows instructions, responds to management direction;
Takes responsibility for own actions; Keeps commitments; Commits to long
hours of work when necessary to reach goals; Completes tasks on time or
notifies appropriate person with an alternate plan.
Diversity - Demonstrates knowledge of EEO policy; Shows respect and
sensitivity for cultural differences; Educates others on the value of diversity;
Promotes a harassment-free environment; Builds a diverse workforce.
Innovation - Displays original thinking and creativity; Meets challenges with
resourcefulness; Generates suggestions for improving work; Develops
innovative approaches and ideas; Presents ideas and information in a manner
that gets others' attention.
Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains
confidentiality; Listens to others without interrupting; Keeps emotions under
control; Remains open to others' ideas and tries new things.
Judgement - Displays willingness to make decisions; Exhibits sound and
accurate judgment; Supports and explains reasoning for decisions; Includes
appropriate people in decision-making process; Makes timely decisions.
Oral Communication - Speaks clearly and persuasively in positive or negative
situations; Listens and gets clarification; Responds well to questions;
Demonstrates group presentation skills; Participates in meetings.
Organizational Support - Follows policies and procedures; Completes
administrative tasks correctly and on time; Supports organization's goals and
values; Benefits organization through outside activities; Supports affirmative
action and respects diversity.
Professionalism - Approaches others in a tactful manner; Reacts well under
pressure; Treats others with respect and consideration regardless of their
status or position; Accepts responsibility for own actions; Follows through on
commitments.
Problem Solving - Identifies and resolves problems in a timely manner;
Gathers and analyzes information skillfully; Develops alternative solutions;
Works well in group problem solving situations; Uses reason even when
dealing with emotional topics.
Quality - Demonstrates accuracy and thoroughness; Looks for ways to
improve and promote quality; Applies feedback to improve performance;
Monitors own work to ensure quality.
Safety and Security - Observes safety and security procedures; Determines
appropriate action beyond guidelines; Reports potentially unsafe conditions;
Uses equipment and materials properly.
Teamwork - Balances team and individual responsibilities; Exhibits objectivity
and openness to others' views; Gives and welcomes feedback; Contributes to
building a positive team spirit; Puts success of team above own interests; Able
to build morale and group commitments to goals and objectives; Supports
everyone's efforts to succeed.
Technical Skills - Assesses own strengths and weaknesses; Pursues training
and development opportunities; Strives to continuously build knowledge and
skills; Shares expertise with others.
PHYSICAL DEMANDS AND WORK ENVIRONMENT
Occasionally required to stand
Occasionally required to walk
Continually required to sit
Occasionally required to climb, balance, bend, stoop, kneel or crawl
Occasional exposure to wet and/or humid conditions (non-weather)
Occasional work near moving mechanical parts
Occasional exposure to outside weather conditions
The above is intended to describe the general content of and requirements for the
performance of this job. It is not to be construed as an exhaustive statement of duties,
responsibilities, or physical requirements. Nothing in this job description restricts
management’s right to assign or reassign duties and responsibilities to this job at any
time. Reasonable accommodations may be made to enable individuals with disabilities
to perform the essential functions.
Aligned Data Centers is an equal opportunity employer that embraces diversity and is
committed to building a team that represents a variety of backgrounds, perspectives,
and skills. Equal employment opportunities are available to all applicants and
teammates without regard to race, color, religion, sex, pregnancy, national origin, age,
physical and mental disability, marital status, sexual orientation, gender identity,
gender expression, genetic information, military and veteran status, and any other
characteristic protected by applicable law. All aspects of employment including the
decision to hire, promote, discipline, or discharge, will be based on merit, competence,
performance, and business needs
BENEFITS & PERKS
Aligned Data Centers is proud to offer a comprehensive benefits package to support the health, well-being, and financial security of our team members. Eligible employees have access to:
Health Coverage: Medical, dental, and vision insurance
Health Savings and Flexible Spending Accounts: HSA with employer contribution for eligible participants. FSA's offered for health and dependent care to increase tax savings.
Retirement Savings: 401(k) plan with company match
Paid Time Off and Holiday Pay
Company-Sponsored Insurance: Short-Term Disability, Life Insurance, and Long-Term Disability (with medical election)
Optional Benefits: Voluntary life, critical illness, legal, and additional disability coverage
Wellness Programs: Employee assistance program (EAP), Wellhub gym membership, and other wellness initiatives
The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.
At Aligned, we are committed to transparency and fostering a positive employee experience from your very first interaction with us. In compliance with Illinois pay disclosure requirements, when you join Aligned, you’ll have access to the following benefits: medical, dental, vision, short and long disability, life insurance and other voluntary benefits, 401k with employer match, bonus opportunities, paid time off, wellness benefits and professional development opportunities, all designed to support your well-being and career growth. We want you to have a clear understanding of what we offer, so you can make informed decisions about your future with us.
Aligned is equally committed to fostering an inclusive workplace and providing equal employment opportunities for all employees. We ensure that all applicants and team members are considered for employment, advancement, and all other employment-related matters without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), national origin, age, physical or mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information, military or veteran status, or any other characteristic protected by applicable law.
If you require a reasonable accommodation to perform the essential functions of your job due to a disability or medical condition, please contact our People & Culture team. Accommodation requests will be reviewed on a case-by-case basis in accordance with applicable laws. Aligned will make reasonable accommodations where necessary to enable qualified individuals with disabilities to perform the essential functions of their role.
