IT Support Specialist

Smokeball - Legal Software•Chicago, IL

3d•$60,000 - $70,000•Hybrid

About The Position

Smokeball is seeking a full-time IT Support Specialist based in its Chicago office. The role provides direct support to Chicago staff and, as part of the global IT team, to colleagues worldwide. The position is hybrid and requires at least three days per week in the Chicago office. It reports directly to the Head of IT. The specialist supports hardware, software, networks, Microsoft 365, business applications, user accounts, devices, and meeting-room technology. Responsibilities also include onboarding employees, maintaining IT asset inventories and documentation, guiding end-users, and resolving service requests in line with defined service levels. The role suits a collaborative, proactive problem-solver who enjoys working with varied technologies and learning in a fast-paced environment.

Requirements

1–3 years of experience in IT support or a similar role, including desktop and network troubleshooting.
IT certifications or equivalent hands-on experience.
Strong knowledge of Windows 11, Microsoft 365, IT hardware and software, and basic networking.
Experience administering Microsoft 365, managing devices, packaging applications through Intune, and using remote support tools.
Previous customer-service experience and excellent communication, professionalism, and problem-solving skills.
Strong organizational skills, attention to detail, and the ability to prioritize in a fast-paced environment.
A proactive, solutions-focused attitude, sense of urgency, and positive, can-do approach.
Ability to support AV and meeting-room setups, software licensing, and IT onboarding.
Comfort following IT processes, security protocols, and escalation procedures, with guidance from internal or external IT support.
Interest in new technologies and willingness to learn.

Responsibilities

Provide professional and approachable IT support to Chicago staff and colleagues worldwide as part of the global IT team.
Support hardware, software, and network issues in person, by phone and email, and through remote support tools.
Identify, categorize, prioritize, diagnose, and resolve service incidents and requests involving software, hardware, Microsoft 365, printers, SharePoint, Zoom, Slack, and other standard business applications.
Support users with Windows 11, Microsoft 365 services, desktop applications, and macOS devices.
Set up, configure, and maintain desktops, laptops, and peripherals, including timely onboarding of new employees.
Manage user accounts, permissions, and security protocols for systems and applications.
Troubleshoot network and server issues, assist with basic network administration, and perform regular maintenance as required.
Create and deploy software installations, system updates, and software deployments.
Set up, maintain, and troubleshoot video-conferencing software and hardware.
Maintain an inventory of hardware and software assets.
Train and guide end-users on IT topics, including system-usage best practices.
Resolve IT service requests within defined service levels and according to priority; prioritize workload and manage deadlines.
Escalate complex issues to higher-level support when necessary.
Document relevant software, hardware, and operational procedures.
Share IT support workload with the global IT team.
Communicate updates to the Head of IT and set clear service expectations.