Support Specialist - Consultant

Company: Agnello & Rogers
Location: Chicago
Posted on: June 2, 2025

Job Description:

The Customer Support Specialist provides computing support to internal employees-second level problem determination, recording, resolution, and escalation of problems if necessary. He/She works with users whose issues could not be resolved in the first call and answers initial user calls during peak times. He/She resolves complex problems immediately and identifies systemic issues or those requiring senior support. He/She uses problem management databases and help desk systems daily.Principal Accountabilities:

• Acts as a secondary contact for password resets for most internal applications.
• Decides appropriate actions when speaking with a customer, such as which steps would accurately resolve their technical problem. Determines when problems need escalation to higher-level support.
• Distributes software to workstations upon request, applying knowledge of licensing processes and license tracking. Demonstrates a basic knowledge of common software.
• Provides authentication and entitlement credentials for access to the corporate LAN/WAN as necessary.
• Provides troubleshooting and diagnostics support, recording all common customer issues. Resolves basic known issues. Demonstrates a basic knowledge of hardware standards, major components, and their interfaces.
• Troubleshoots common customer issues-including hardware, software, browser, and remote connectivity problems.Skills & Software Requirements:

• Bachelor's Degree, preferably in Computer Science or related field, or relevant work experience
• Team-oriented with strong self-motivation and ability to work independently
• Excellent communication skills
• Adaptability to changing work demands, ambiguity, and pressure
• Strong problem-solving and troubleshooting skills
• Familiarity with Google Workspace is a plusShift Pattern:
  • Monday - Friday, 10:00am - 6:30pm CST
  • Occasional weekend work required#LI-RP1CME Group: Where Futures Are MadeCME Group (www.cmegroup.com) is the world's leading derivatives marketplace. Here, you can impact markets worldwide, transform industries, and build a career shaping tomorrow. We invest in your success, and you own it, working alongside leading experts who inspire you.At CME Group, we embrace diversity and ensure an inclusive workplace, considering all potential employees without regard to protected characteristics. The Candidate Privacy Policy can be found .
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Keywords: Agnello & Rogers, Gary , Support Specialist - Consultant, Professions , Chicago, Indiana