Job Responsibilities:

Technical Support & Troubleshooting

• Analyze and resolve user incidents and service requests.

• Install, deploy, maintain, and administer computer networks and related computer environments including application software, desktops, laptops, printers, scanners, and other peripherals.

• Provide support via phone, chat, or in-person—whatever the situation calls for.

• Perform system updates, including Microsoft security patches and antivirus definitions.

• Diagnose, troubleshoot, and resolve hardware, software, or other network and system problems, and replace defective components when necessary.

• Perform data backups and disaster recovery operations.

• Partner with Segment CISO on Cybersecurity concerns and vulnerabilities.

Incident Management & Documentation

• Track and manage tickets using internal or client ticketing systems.

• Maintain service level agreements (SLAs) through timely and effective resolution.

• Create and update knowledge base articles and user documentation.

• Write clear procedures and instructional materials to support self-service.

Collaboration & Communication

• Coordinate with third-party vendors and service technicians.

• Meet with users to understand and resolve recurring issues.

• Communicate technical solutions in a user-friendly manner.

Interaction with team:

Work environment:

Onsite full time: You will be based in East Peoria, IL and travel to Mossville, IL as needed

Education & Experience Required:

- 2-4 years’ experience required

- Associates and Bachelor’s degree preferred but not required.

Required Technical Skills

(Required)

- 3-5 years of network experience required (demonstrated experience of basic network skills, ping machines, checking network cables).

Good verbal and written communication skills, problem solving skills, customer - service and interpersonal skills are required.

- Candidate must have the ability to work independently and manage their time as well as being a collaborative team member.

- Candidate must display ability to identify, interpret and evaluate system and network requirements.

- Strong ability to troubleshoot and make system changes as needed to resolve issues is a must.

- Basic ability to identify, interpret and evaluate system and network requirements.

- Basic knowledge of computer hardware and software.

- *If candidate has network experience, good troubleshooting and interpersonal skills, all other job duties are trainable.

Soft Skills

(Required)

- Verbal and written communication skills, problem solving skills, customer service and interpersonal skills.

- Basic ability to work independently and manage one’s time.

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