IT Support Services Specialist

Position Summary

Provide support to customers across the business for computer hardware, software, other technology equipment, and business-related applications. Duties include resolving technical issues, maintaining hardware and software installations, and improving IT systems.

• Assist customers in person and remotely via Team Viewer with hardware (desktop computers, printers, scanners), remote desktop services, and software programs.
• Manage and document support activities in Zendesk help desk software.
• Follow up with customers, provide feedback, and see problems through to resolution.
• Identify and elevate situations requiring urgent attention.
• Troubleshoot business‑critical applications and open support requests with vendors as needed.
• Document processes and perform diagnostic tests.
• Install company image on new computers; reimage computers.
• Create domain and M365 accounts for new hires and provide access to licensed software.
• Assist new hires with initial login and provide a general overview of systems and processes.
• Process employee terminations.
• Train customers on hardware functionality and how to access software programs.
• Create knowledge base articles for IT and customer use; document processes for IT staff or write self‑help articles for customers.
• Maintain asset management system.
• Support mobile and desktop phones.
• Keep up to date on the latest developments and trends in the industry.
• Consult with IT managers and other departments as required.
• Assist with various projects.
• Perform other duties as assigned.

• Experience: Windows 11 operating systems, Active Directory, Azure AD, and M365 Admin Portal.
• Other experience with: M365/Office 2016 applications (Outlook, Teams, One Drive, SharePoint), Windows Remote Desktop Services, managing multiple projects while maintaining high customer service standards, company help desk software and remote access programs, Android and iOS phones and tablets.
• Education: Bachelor’s Degree in IT or related field, or equivalent work experience.
• Three years of experience in a related role.
• MCP or similar certifications.

• Strong problem‑solving and troubleshooting skills.
• Strong customer service orientation, ensuring needs and deadlines are met in a timely fashion.
• Time‑management skills and the ability to set reasonable deadlines for resolution.
• Excellent verbal and written communication skills.
• Ability to prioritize, elevate, and complete work according to business needs and priority.
• Strong attention to detail.
• Ability to communicate complex concepts for a general audience.
• Ability to work independently.
• Demonstrated organizational and analytical skills.
• Positive, proactive, and motivated attitude.
• Adaptability in a fast‑paced organization.
• Openness to constructive criticism and customer feedback regarding software or IT services.
• Ability to travel between Chicago‑suburban offices.

Ability to read, write and speak English proficiently.

Ability to lift 50 lbs. While performing duties, the employee is regularly required to talk or hear; may be required to stand, walk, sit, use hands to feel, reach with hand and arms, and stoop, kneel or crouch as needed. Specific vision requirements include close‑range and distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. Local travel to other company locations is required.

The position typically operates in a standard office environment, routinely using office equipment such as computers, phones, photocopiers, file cabinets, and fax machines.

• Medical, Dental, Vision, Life, and Disability Insurance
• 401(k) Plan + Company Match
• Paid Time Off (120 hours yearly)
• Company Paid Holidays

$50,000 to $55,000 annually. The final offer will be determined by various factors including candidate experience, education, skills, qualifications, and geographic location.

We are proud to be an equal opportunity employer, hiring and developing individuals from diverse backgrounds and experiences. We treat all candidates and employees with respect and do not discriminate in recruiting, hiring, and promoting processes or general treatment during employment, including on the basis of race, creed, color, religion, sex, age, sexual orientation, gender identity and/or expression, national origin, ancestry, citizenship status, marital status, veteran status, or disability.