IT Support Specialist
About The Position
• Provide first level technical support for hardware, software, network, and account related issues. • Deliver on site assistance for desktops, laptops, printers, mobile devices, and peripherals. • Perform basic troubleshooting and escalate complex issues to L2/L3 teams, and Team Leads when needed. • Handle ticket creation, updates, and closure within the ITSM system. • Support user onboarding and offboarding, including device setup and account provisioning. • Assist with password resets, access requests, and MFA support. • Maintain inventory of IT equipment, including asset tagging and tracking in ServiceNow, Tanium and Spreadsheets. • Install and configure standard applications and security tools. • Provide hands on support during meetings, conference room setups, and AV troubleshooting. • Follow established SOPs, knowledge base articles, and escalation procedures. • Ensure excellent customer service, professionalism, and clear communication with end users.
Requirements
- 3-4 years of experience in a Service Desk, Help Desk, or Desktop Support role.
- Strong understanding of: o Windows and/or macOS environments o Office 365 or Microsoft 365 o Basic networking concepts (DNS, DHCP, Wi Fi) o Ticketing systems (ServiceNow, Tanium, Spreadsheets etc.) o Bomgar
- Ability to troubleshoot common hardware and software issues.
- Strong communication and customer service skills.
- Ability to work independently and manage time effectively.
- Must be physically present onsite at Hoffman Estates office from Monday – Friday 8:30 am – 4:30 pm. CST
- Available for occasional overtime or weekend support (with IT Manager approval).
Responsibilities
- Provide first level technical support for hardware, software, network, and account related issues.
- Deliver on site assistance for desktops, laptops, printers, mobile devices, and peripherals.
- Perform basic troubleshooting and escalate complex issues to L2/L3 teams, and Team Leads when needed.
- Handle ticket creation, updates, and closure within the ITSM system.
- Support user onboarding and offboarding, including device setup and account provisioning.
- Assist with password resets, access requests, and MFA support.
- Maintain inventory of IT equipment, including asset tagging and tracking in ServiceNow, Tanium and Spreadsheets.
- Install and configure standard applications and security tools.
- Provide hands on support during meetings, conference room setups, and AV troubleshooting.
- Follow established SOPs, knowledge base articles, and escalation procedures.
- Ensure excellent customer service, professionalism, and clear communication with end users.
- Ship Laptop Hardware to ensure new hires receive them in a timely matter
- Ensure return boxes are shipped to Offboarded users in a timely manner to retrieve hardware
- Work with team to ensure support for on-site town hall meetings at our Executive Conference room and various Conference rooms at the Hoffman Estates location.
- Ability to track IT work in ServiceNow troubleshoot and add resolutions to the SNOW ticket.
Benefits
- Medical, dental & vision
- Critical Illness, Accident, and Hospital
- 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)
- Short and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
501-1,000 employees
