Technical Support Specialist

Description

Technical Support Specialist

Information Technology

AVP Infrastructure & Operations

Home Office

Full Time

At Illinois Mutual, our culture is built around our four core values. These values shape how we operate and define our expectations of each team member’s contributions:

• Be honest, reliable and respectful
• Think of other first
• Work together to create results
• Stand out with personal, caring service

The Technical Support Specialist provides technical support for end-user technologies, resolving moderately complex issues while ensuring effective client service and security-related administration. Focuses on improving operational processes, supporting performance metrics, and contributing to system enhancements. Works independently with minimal supervision and assists with onboarding and technical initiatives.

• Provide advanced support and general IT services to internal and external customers
• Manage incoming contacts (calls, tickets, walk-ups), ensuring accurate ticket documentation, prioritization, and timely resolution of more complex issues
• Troubleshoot and resolve moderately complex hardware, software, and access-related issues
• Perform advanced restorative actions to resolve recurring or escalated issues
• Maintain ownership of assigned / escalated tickets to ensure service metrics and SLAs are met
• Identify trends and recurring issues and recommend solutions
• Escalate complex incidents to senior-level support when necessary
• Create and maintain detailed knowledge base documentation

• Configure and support end-user devices, including troubleshooting performance issues
• Deploy and support operating systems and enterprise applications
• Support onboarding and offboarding processes with minimal supervision
• Support with hardware lifecycle management and system upgrades

• Perform user and group administration including policy application
• Support compliance with endpoint security standards
• Investigate and escalate potential security issues

• Follow and improve departmental processes and procedures
• Participate in medium-complexity projects and system enhancements
• Provide mentorship and guidance to other support analysts
• Collaborate across IT teams to resolve cross-functional issues
• Research and recommend tools, technologies, and improvements
• Perform post-incident reviews and contribute to root cause analysis

Anticipated Salary: $46,000 - $50,000

We strive for our employees to feel appreciated and supported, both professionally and personally. Our comprehensive benefit and discount package that meets a variety of needs is one way we demonstrate this. Some of our most admired benefits include:

• Compressed 4 1/2-day work week (Half-Day Fridays)
• No monthly premium cost for employee medical, life and disability insurance coverage
• Paid time-off accrual, including annual rollover; and paid holidays
• Competitive 401(k) plan with immediate vesting on Company contributions
• Discounted on-site employee cafeteria
• On-site exercise facility and company-provided exercise time
• Tuition reimbursement and training incentives
• Access to voluntary dental and vision insurance coverage

• Associate Degree in Computer Science or Information Technology, or equivalent experience, with 2-4 years of practical experience.
• Relevant certifications (e.g., CompTIA Network+, Security+, Microsoft 365 or Azure certifications) preferred
• Working knowledge of Active Directory and Azure AD (Entra ) administration
• Working knowledge of Microsoft Windows operating systems
• Working knowledge of LAN/WAN networking and troubleshooting
• Working knowledge of virtualization platforms
• Experience with endpoint management and deployment tools
• Ability to troubleshoot beyond documented procedures
• Strong analytical and problem-solving skills
• Ability to mentor junior technicians
• Strong communication and documentation skills
• Ability to work independently in a fast-paced environment
• Strong attention to detail and organizational skills
• Ability to work effectively in a team-oriented environment

Must be available, if required, on a 24-hour on-call basis.

• Accountability (1)
• Continuous Learning (2)
• Customer Focus (2)
• Integrity (1)
• Organizational Awareness (1)
• Teamwork (2)

This job description is intended to provide a general overview of the position and does not include every detail of the role. Responsibilities and expectations may be subject to change based on Company needs.

Illinois Mutual is an equal opportunity employer.