IT Support Administrator

Relativity•Illinois, IL

1d•$60,000 - $90,000•Hybrid

About The Position

The IT Support Specialist (Intermediate) provides advanced troubleshooting and independently resolves a broad range of support tickets. The role serves as an escalation point for junior analysts, contributes to knowledge documentation, and supports process improvement initiatives. It provides Tier 2 support for escalated incidents and supports desktop, network, application, identity management, endpoint management, enterprise hardware and software deployments, and configuration baselines. The position also supports major incident communications, root-cause analysis, and consistent support standards in collaboration with global IT teams. This hybrid position requires an associate degree or equivalent technical foundation and at least two years of technical support experience. The expected salary range is $60,000 to $90,000, with total compensation including a competitive base salary, an annual performance bonus, and long-term incentives. The final salary depends on factors including experience, skills, qualifications, and internal pay equity.

Requirements

Associate degree or equivalent technical foundation.
At least 2 years in technical support.
Strong proficiency with operating systems, hardware, and enterprise applications.
Experience supporting remote, hybrid, and global teams.
Ability to lift, carry, and move equipment weighing up to 50 lbs, with or without reasonable accommodation.

Nice To Haves

Experience leading small projects or process improvements.
Certification such as M365 Fundamentals, Azure Fundamentals, JAMF, or ITIL v4.
Experience using automation or scripting tools.

Responsibilities

Provide Tier 2 support for escalated incidents requiring deeper technical analysis.
Troubleshoot advanced desktop, network, and application issues across multiple platforms.
Independently resolve most assigned tickets without guidance.
Act as an escalation point for Tier 1 analysts.
Train and coach junior team members.
Support identity management tasks, including Azure AD/Microsoft 365, IAM workflows, and MFA troubleshooting.
Assist with endpoint management activities using MDM tools, including Intune, JAMF, and Autopilot.
Own major incident communication for incidents within scope.
Contribute to knowledge base improvements and documentation quality.
Participate in root-cause analysis for recurring issues.
Support deployment of enterprise hardware, software, and configuration baselines.
Collaborate with global IT teams to maintain consistent support standards.