IT Support Specialist II

Location and Job Details

Northbrook, Illinois | Information Technology | Full Time

The IT Support Specialist – II is responsible for a wide range of IT Support to end users for hardware, software, and peripherals. The role resolves end‑user issues by providing general user support, environmental support, and technical support following established service management and other standard operating procedures. The position interacts with network operations, security, and technical support experts to maintain and monitor infrastructure services.

IT Support uses sophisticated/complex tools and techniques and partners with the business to identify and present proactive solutions that will improve productivity. Overtime and on‑call responsibilities are required to provide 24‑hour support for safe reliable operations.

• Support users/user groups on all aspects of user‑reported problems, including the configuration of software, hardware, and peripheral equipment.
• Have a deep understanding of the company products with intermediate experience in troubleshooting and analysis.
• Create technical documentation for troubleshooting and training purposes.
• Manage issues utilizing established tracking processes including recording of issues, initial troubleshooting, assignment and escalation of issues, and closure/follow‑up to resolution.
• Deliver support to the user community for maximizing PC potential through first‑tier help desk support and providing end‑user training and support for all Microsoft applications.
• Maintain, configure, and administer computer networks and related computing environments including computer hardware, systems software, applications software, backup systems, and disaster recovery processes (including digital and analog communication equipment).
• Perform and complete project tasks as assigned by the team leader in an efficient and timely manner.
• Monitor, diagnose, and resolve hardware, software, or other network and system problems, replacing defective components when necessary, and escalating as required. This may include manufacturing facility technical control hardware and software issues.
• Maintain cybersecurity and data security protocols for protecting sensitive data.
• Maintain and back up all user profiles, data, and equipment for active and terminated employees.
• Consult with subject‑matter experts and vendors to resolve issues.
• Deliver technical support to internal asset procurement and inventory processes and maintain a central data repository of all software licenses, hardware, and peripherals assets.
• Understand and always comply with established processes, policies, and procedures supporting internal controls. Examples, but not limited to IT General Controls (ITGCs), Managed Access (MA‑xx), Managed Operations (MO‑xx) and Change Management (CM‑xx);
  Sarbanes‑Oxley/SOX;
  Data backup, recovery, and classification;
  Information Technology Asset Management (ITAM).

• Education: BS/BA or its equivalent in a related field is typically preferred. AA/AS may be preferred.
• Years of
  
  Experience:
  
  2 or more years of related professional work experience is required to complete all essential job functions.
• Other unique job‑relevant attributes:
  • Microsoft Office proficiency: Proficient in the application of MS Office suite. Microsoft certification at an “Associate” level is preferred.
  • Computer and system hardware deployment: Experience in the installation, configuration, and distribution of PCs, laptops, and peripherals. Familiarity with basic network device configuration and setup.
  • Hardware configuration and monitoring: Experience with the software or hardware tools that enable monitoring, testing, and supervision of desktop and laptop configurations to assess configurations for compliance.
  • Software deployment: Familiarity with technologies and standards used during the installation, deployment, and maintenance of software.
  • System user support: Experience in delivering technical support and consultation based on user requests and reported problems to resolution, including software, hardware, and peripherals. Demonstrated proficiency in voice and/or video communications.
  • Int…