IT Support Specialist (onsite only)

Vivo US•Goodfield, IL

2d•$20 - $24•Onsite

About The Position

The IT Support Specialist is the first line of technical support for VIVO employees, responsible for day-to-day support requests, endpoint deployment and maintenance, user onboarding and offboarding, and the administration of the business applications employees rely on. Your primary focus will be keeping people working — resolving hardware, software, and application issues quickly, and making sure every new employee arrives at a working, correctly configured, and properly secured setup. You will also provide support for the network and server environment as needed, research and evaluate new software solutions, and maintain the documentation that keeps IT knowledge available to the rest of the team. This role works to the security requirements and standards set by the IT Support Coordinator, and escalates to the Coordinator and the Software Development & Support Manager where an issue exceeds its scope.

Requirements

High school diploma required
1 to 3 years of relevant experience supporting IT systems and end users required
Supporting end users across a mixed Windows, macOS, and ChromeOS fleet
Hardware troubleshooting, imaging, and deployment
User account administration and access provisioning
Proficiency with Google Workspace applications
Clear written documentation of systems and processes
Ability to analyze problems, recommend solutions, and resolve issues independently
Ability to work collaboratively with cross-functional teams
Gmail, Google Drive applications required
Critical thinker and problem solver with great attention to detail and excellent communication skills
Customer service orientation for internal support requests
Ability to work successfully in a fast-paced environment

Nice To Haves

Bachelor's degree in Computer Science, Information Systems or similar major preferred
Experience administering business applications or an ERP, and a background showing growth toward systems or network administration, is preferred
Candidates earlier in their career with strong troubleshooting ability and a demonstrated willingness to learn will be considered
CompTIA A+, Network+, or vendor-specific certifications preferred
Business application or ERP administration, ideally NetSuite
Endpoint management platforms, ideally Pulseway, Google Admin, or Apple Business Manager
Network and server administration basics, including VLANs, routing, and firewalls
Linux familiarity
Scripting or automation experience
Understanding of business processes and requirements

Responsibilities

Provide in-house technical support to end users across a mixed Windows, macOS, and ChromeOS fleet, in person and remotely
Install, configure, and maintain computer systems, peripherals, printers, and software
Troubleshoot and resolve hardware, software, and application problems, escalating to the IT Support Coordinator where an issue exceeds the scope of the role
Document and track all hardware, maintaining the device asset register from purchase through deployment, reassignment, and retirement
Create and maintain documentation for IT systems, processes, and common issue resolutions
Build, image, and deploy new-hire equipment to the standard configuration, including all required management and security agents
Create and configure user accounts across Google Workspace and other business platforms as part of the onboarding process
Enroll new employees in required security awareness training and deliver initial IT orientation
Execute offboarding, including account deactivation, access removal across every platform an employee holds an identity on, and equipment recovery
Process role changes and access requests under the access tiers and approval workflow defined by the IT Support Coordinator
Provide end-user support for business applications, including NetSuite, and triage issues to the appropriate internal owner or vendor
Perform routine application administration, including user roles and permissions, saved searches, reports, dashboards, and configuration changes within defined limits
Maintain application documentation covering workflows, business processes, and customizations
Coordinate with vendors and support channels on application issues, upgrades, and service requests
Support integrations between business applications and escalate defects to the Software Development & Support Manager
Provide network and server support as needed, including troubleshooting, repairs, and assisting with data restoration
Assist with new infrastructure deployments and on-site hardware installation across VIVO buildings
Research and evaluate new software solutions and support their implementation
Provide automation ideas and general process improvements
Preserve and grow working knowledge of Google Workspace, ChromeOS, and the platforms VIVO runs