At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. Our critical communications, video security and command center technologies support public safety agencies and enterprises alike, enabling the coordination that’s critical for safer communities, safer schools, safer hospitals and safer businesses. Connect with a career that matters, and help us build a safer future.
The IT support technician provides face-to-face support via walk-up service for IT-related incidents and requests from employees and contractors, along with remote support for off-site users. This technician is part of a professional team of people providing a single point of contact for high-level customer service and technical support. Primary responsibility is to support our employee base with their technology needs, including desktop support issues, IP phones, and mobile devices. Experience supporting Windows 11, Mac OS, and Google Workspace is required. This person should be a good communicator who enjoys working with people from all levels of the company. This position will require 100% on-site support at the Schaumburg, Illinois, site. Work hours are from 8 am to 5 pm with a 1-hour lunch break. This is a 40-hour work week. Location schedule changes are based on business needs.
Investigate, troubleshoot, and resolve all computer software and or hardware problems for on-site and remote users. These include, but are not limited to, Google Suite, Remote/VPN Connectivity, Printing, MS Office, and Chromebox / Audio-Visual services.
Primarily responsible for installing and configuring computer systems following a defined imaging process. Diagnosing hardware and software faults and providing 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 (iOS, Android, etc.) 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.
The individual must present a positive customer service experience for fellow employees
Create and maintain in-house documentation; these include but is 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.
Excellent knowledge of PC internal components.
Ability to operate tools, components, and peripheral accessories.
Excellent knowledge of PC and desktop hardware.
Hands-on hardware troubleshooting experience.
Experience supporting Windows 11 and Mac OS
Technical knowledge of current protocols, operating systems, and standards.
Able to read and understand technical manuals, procedural documentation, and OEM guides.
Strong analytical and problem-solving skills
Ability to communicate effectively with others, both orally and in writing.
ServiceNow experience
Android and IOS experience
Associate degree or equivalent
Fluent communication skills in English required
Bilingual (English/Spanish) is preferred.
3+ years of IT/Computer experience
One or more of the following certifications: ACMT ( Apple), CompTIA A+ Certification, Google IT Support Professional, Microsoft MCSE
Target Base Salary Range: $60,000 USD - $70,000 USD
Consistent with Motorola Solutions values and applicable law, we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate.
#LI-MP2
#LI-ONSITE
3+ years of IT and/or Computer Support experience
Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.
Our U.S. Benefits include:
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
and more!
EEO Statement
Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic.
We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.
We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please complete this Reasonable Accommodations Form so we can assist you.