IT Technical Support Specialist, SeniorCity: Chicago
State/Province: IL
Country: United States
Division: Corporate
Job ID: 14218
We're looking for a Senior Technical Support Specialist responsible for ensuring proper IT technical support, allowing end users to accomplish their business tasks. This role supports local and remote PC and mobile hardware and software, via direct or remote contact with the hardware and/or the end user, as well as performing network system administration. This position serves as the second-level escalation support to a third-party outsourced first-level helpdesk.
Our corporate headquarters is located in Chicago, IL. This role operates on a full-time work model with employees spending five days working in the office. We offer 401k plus vision, dental and medical benefits, as well as a paid holiday and PTO package.
Responsibilities: - Plans, implements, monitors, and supports corporate hardware and software infrastructure.
- Deploys, administers, and supports corporate and remote office desktop PCs, laptops, Windows and Android tablets.
- Performs advanced system and user administration for the entire organization.
- Installs software and peripheral equipment onto corporate workstations.
- Manages and installs appropriate operating system and software upgrades, patches, printers, drivers, etc.
- Provides tier two and three support for incidents and requests escalated by the IT helpdesk.
- Resolves complex, end-user requests for installs, problem diagnoses, and equipment repairs, performing hands-on fixes, including software/ hardware installation and upgrades.
- Coordinates support and develops solutions with the other IT groups (BAs, Network, Development) as well as vendors.
- Consults with Business Analysts and developers to explain software errors and recommend changes to programs.
- Engages vendors to ensure proper functioning of hardware and software, escalating issues to vendors to request service regarding defective products and compliance.
- Logs and tracks issues using problem-management software.
- Prepares standard statistical reports to obtain departmental support metrics.
- Analyzes and evaluates incident reports and makes recommendations to reduce incident rate.
- Recommends, implements, and delivers new technical solutions.
- Tests software and hardware to evaluate ease of use and determine if product will aid user in performing work.
- Tests new versions of any software.
- Maintains documentation and system procedures collectively with the support team.
- Creates and maintains knowledge and self-help documents for the help desk.
- Writes and maintains user job-aids, training manuals and procedures.
- Communicates documentation, materials, and notification emails related to IT system changes, upgrades and availability.
- May perform basic user training for certain software/hardware.
- Additional duties as assigned.
Qualifications & Requirements: - Associate's degree in computer science required, bachelor's degree preferred, plus at least 5 years' experience in a technical support environment providing support to users, or an equivalent combination of education and experience.
- This job requires up to 5% out-of-state travel as required, as well as occasional travel to our McCook, IL facility.
- Windows 11 operating system expertise
- Solid administration knowledge of Microsoft Office 365
- Advance knowledge of Active Directory users and computers administration tool experience
- Requirement to learn and support proprietary applications
- Experience administering anti-virus and malware software
- Experience administering end-point management software and tools
- Experience supporting Cisco VPN, telecom and voice administration
- Advanced application support experience with Microsoft Office products
- Working knowledge of a range of PC diagnostic utilities
- Strong written/oral communication and interpersonal skills
- Exceptional customer service skills and customer interaction abilities
- Strong documentation skills
- Ability to conduct research into a wide range of computing issues as required
- Highly self-motivated and directed
- Ability to effectively prioritize and execute tasks in a high-pressure environment
- On Call availability
- Ability to travel to remote offices, including international
- Flexibility to work nights/weekends to facilitate hardware/software upgrades or corporate moves
- Basic SQL server backup and operational support is a plus.
- Microsoft Certifications (CCNA, MCP, MCSE) are highly desirable.
- ITIL v4 Foundations Certification is a plus.
- Ability to lift and carry up to 50 pounds (The job requires the ability to lift and move certain pieces of computer hardware including PCs, monitors, servers, printers and other pieces of office equipment.)
Our salary range for this role is $73,400 - $88,040 including a full benefits package.
