IT Support Specialist

Vireo Health • Chicago, IL

4d • $65,000 - $70,000

About The Position

The IT Support Specialist takes ownership of customer issues and sees them through resolution by researching, diagnosing, and troubleshooting problems, identifying solutions, and escalating unresolved issues to the appropriate internal teams. The role provides prompt and accurate feedback, records and closes issues, documents troubleshooting and resolutions, and creates knowledge base articles for routine issues when appropriate. The specialist must be familiar with regulatory and security standards, best practices, and company requirements.

The position provides Level 1 and 2 support across end-user devices, Microsoft 365 and Azure services, networks and voice services, systems, operating systems, applications, and infrastructure. It also participates in upgrades and installations, documents technology and infrastructure standards, and defines practices for application deployment and infrastructure maintenance. The role requires living within commuting distance of the Maryland location and involves 60–70% travel weekly.

Requirements

• Typically requires a bachelor's degree or an equivalent combination of education and related experience.
• Solid understanding of IT service management and incident handling.
• Strong troubleshooting and problem-solving skills.
• Working knowledge of Windows, Android, and macOS operating systems.
• Working knowledge of Entra ID, Active Directory, Group Policy, and single sign-on.
• Working knowledge of Microsoft 365, including Exchange, Teams, OneDrive, and SharePoint.
• Working knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, and VPN.
• Working knowledge of RMM and patching tools.
• Working knowledge of MDMs such as Intune and JAMF.
• Working knowledge of POS systems, surveillance systems, e-commerce platforms, application support, and ISP and telecom management.
• Ability to prioritize tasks and manage multiple issues simultaneously.
• Excellent verbal and written communication skills.
• Strong customer service orientation and attention to detail.
• Must live within commuting distance of the Maryland location.
• Requires 60–70% travel weekly.

Responsibilities

• Take ownership of reported customer issues and see them through resolution.
• Research, diagnose, troubleshoot, and resolve complex hardware, software, network, application, system, and operating-system issues.
• Escalate unresolved issues to the appropriate internal teams and provide customers with prompt, accurate feedback.
• Ensure issues are properly recorded and closed; document troubleshooting and resolution steps and create knowledge base articles for routine issues when appropriate.
• Support end-user desktops, laptops, mobile devices, printers, and peripherals.
• Provide Level 1 and 2 support for incidents and service requests involving Microsoft 365, Azure, user administration, Active Directory, domain controllers, and servers.
• Identify and resolve network issues across network and voice domains; support LAN/WAN transport and voice, data, and collaboration service delivery.
• Develop standard operating procedures and baseline network-monitoring standards.
• Document best practices and strategies for application deployment and infrastructure maintenance.
• Follow documentation for assigned technology, configuration standards, and infrastructure architecture.
• Participate in upgrade projects and installation activities for new hardware and software components.
• Remain familiar with applicable regulatory and security standards, best practices, and company requirements.

Benefits

• Medical, dental, vision, and life insurance beginning on the first of the month after employment begins.
• HSA, FSA, Dependent Care, and EAP services.
• 15 days of accrued PTO, plus two Wellness Days and volunteer hours; these benefits increase with tenure.
• 401(k) program with an employer match after six months of employment.
• Employee discounts.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level