IT Support Specialist; onsite Job Goodfield Illinois USA,IT/Tech

Description of Position:

The IT Support Specialist is the first line of technical support for VIVO employees, responsible for day-to-day support requests, endpoint deployment and maintenance, user onboarding and offboarding, and the administration of the business applications employees rely on. Your primary focus will be keeping people working — resolving hardware, software, and application issues quickly, and making sure every new employee arrives at a working, correctly configured, and properly secured setup.

You will also provide support for the network and server environment as needed, research and evaluate new software solutions, and maintain the documentation that keeps IT knowledge available to the rest of the team.

This role works to the security requirements and standards set by the IT Support Coordinator, and escalates to the Coordinator and the Software Development & Support Manager where an issue exceeds its scope.

Key Accountability #1 - In-House Technical Support

Provide in-house technical support to end users across a mixed Windows, macOS, and ChromeOS fleet, in person and remotely

Install, configure, and maintain computer systems, peripherals, printers, and software

Troubleshoot and resolve hardware, software, and application problems, escalating to the IT Support Coordinator where an issue exceeds the scope of the role

Document and track all hardware, maintaining the device asset register from purchase through deployment, reassignment, and retirement

Create and maintain documentation for IT systems, processes, and common issue resolutions

Key Accountability #2 - Onboarding, Offboarding, and Account Management

Build, image, and deploy new-hire equipment to the standard configuration, including all required management and security agents

Create and configure user accounts across Google Workspace and other business platforms as part of the onboarding process

Enroll new employees in required security awareness training and deliver initial IT orientation

Execute offboarding, including account deactivation, access removal across every platform an employee holds an identity on, and equipment recovery

Process role changes and access requests under the access tiers and approval workflow defined by the IT Support Coordinator

Key Accountability #3 - Business Application Support and Administration

Provide end-user support for business applications, including Net Suite, and triage issues to the appropriate internal owner or vendor

Perform routine application administration, including user roles and permissions, saved searches, reports, dashboards, and configuration changes within defined limits

Maintain application documentation covering workflows, business processes, and customizations

Coordinate with vendors and support channels on application issues, upgrades, and service requests

Support integrations between business applications and elevate defects to the Software Development & Support Manager

Key Accountability #4 - Infrastructure Support, Research, and Process Improvement

Provide network and server support as needed, including troubleshooting, repairs, and assisting with data restoration

Assist with new infrastructure deployments and on-site hardware installation across VIVO buildings

Research and evaluate new software solutions and support their implementation

Provide automation ideas and general process improvements

Preserve and grow working knowledge of Google Workspace, ChromeOS, and the platforms VIVO runs

Demonstration of Vivo Values and Standards of Behavior:

Integrity
- Developing relationships on the foundation of trust and upstanding character

Initiative
- Having a work ethic that is proactive in seeing and improving company needs

Invested
- Devoting our time, talents and ingenuity to making…