IT Support Specialist

AEG Worldwide•Chicago, IL

4d•Onsite

About The Position

The Information Technology (IT) Support Specialist provides day-to-day technical support for CMN staff and serves as the first point of contact for technology-related issues. This position diagnoses and resolves hardware, software, and device issues while supporting CMN employees both in person and remotely. The IT Support Specialist manages routine IT operations and escalates complex infrastructure, server, network, security, and enterprise system issues to the IT Manager as needed.

Requirements

High School Diploma or its equivalency (Associate's or Bachelor's Degree preferred)
A minimum of 2 years of related work experience
Experience troubleshooting hardware and software issues on Mac, PC, iPhone, and Microsoft 365 applications
Experience supporting printers, mobile devices, conferencing technology, and office peripherals
Demonstrate excellent verbal and written communication skills
Excellent interpersonal skills for interaction with internal and external staff
Ability to follow established IT processes, prioritize multiple support requests, and maintain accurate documentation
Basic knowledge of Windows Server, networking, Microsoft 365, and cloud technologies preferred
Strong customer service skills with the ability to build relationships and provide effective technical support

Nice To Haves

Knowledge of the music industry preferred

Responsibilities

Support all CMN offices with IT-related issues, including desktop and application support in Mac and Windows environments.
Diagnose and resolve problems on all types of technology related to hardware, software, mobile devices, printers, and transmission devices/media.
Assess the situation, determine next steps, execute action plans, and review to ensure issues have been resolved.
Serve as the first point of contact for employee technology support requests and escalate complex infrastructure, server, network, security, and enterprise system issues to the IT Manager as needed.
Process paperwork for new hires and employee departures and coordinate account creation, updates, and deactivation across company platforms.
Assist with deployment and configuration of laptops, desktops, monitors, and mobile devices for CMN employees.
Assist with Microsoft 365 user administration, license assignments, and user support.
Support SharePoint access, Microsoft Teams, Outlook, and other Microsoft 365 applications.
Assist with monitoring Windows Servers, Hyper-V virtual machines, and Synology NAS storage, escalating issues to the IT Manager when appropriate.
Support Cisco Spam Filter, Kandji device enrollment, endpoint support, and user security-related requests.
Provide first-level support for QuickBooks access and application issues, escalating complex issues as needed.
Create users and provision phones within the 3CX phone system.
Support office technology including LED Video Systems, HVAC systems, Camera Systems, conference room technology, and printers.
Coordinate workstation moves, desktop deployments, application installations, and new office setups.
Maintain IT equipment inventory and assist with technology purchasing and asset tracking.
Document support requests, resolutions, and recurring issues while following established IT procedures and standards.