It Support Specialist
About The Position
Provide Tier 1 technical support to end users across multiple locations, acting as the first point of contact for IT issues. Troubleshoot and resolve common hardware, software, network connectivity, and end-user technology problems through phone, email, remote tools, and in-person interactions. Diagnose problems independently and escalate more complex issues to appropriate support teams. Manage incidents and service requests using an IT ticketing system, documenting issues, troubleshooting steps, and resolutions accurately and promptly. Travel locally between company facilities as needed to provide hands-on support. Communicate clearly and professionally with users of varying technical experience, collaborate with IT colleagues, and identify recurring issues that may benefit from improvements to support processes or documentation. This is a contract-to-hire position based fully onsite in Mount Prospect, Illinois. The anticipated pay range is $22.00–$24.00 per hour. Individual compensation depends on factors including qualifications, skills, relevant experience, job knowledge, geographic location, and internal equity. The position is anticipated to close on November 2, 2026. Benefits may be available to eligible employees and may depend on classification and length of employment.
Requirements
- Experience in help desk, IT support, or end-user support; the posting states “23 years,” which may be a typographical ambiguity.
- Experience troubleshooting common desktop hardware, software, and connectivity issues.
- Familiarity with IT ticketing systems and structured incident management.
- Strong written and verbal communication skills.
- Strong customer service skills and patience supporting technical and non-technical users.
- Ability to troubleshoot independently and recognize when escalation is appropriate.
- Willingness to travel locally between company facilities as needed.
Nice To Haves
- Bachelor’s degree or relevant IT certifications.
Responsibilities
- Provide Tier 1 technical support to end users across multiple locations as the first point of contact for IT issues.
- Troubleshoot and resolve common hardware, software, network connectivity, and end-user technology issues.
- Provide support by phone, email, remote tools, and in person.
- Diagnose technical problems independently and escalate more complex issues to the appropriate support teams.
- Manage incidents and service requests through an IT ticketing system, ensuring accurate and timely documentation.
- Maintain detailed troubleshooting notes and resolutions to support knowledge sharing and resolution of recurring issues.
- Travel between company locations as needed to provide hands-on technical support.
- Communicate technical information clearly to users with varying levels of technical experience.
- Deliver patient, professional, customer-focused support while maintaining strong service levels.
- Collaborate with IT team members to resolve issues and maintain consistent support across locations.
- Identify recurring technical issues and contribute to improvements in support processes and documentation.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Critical illness, accident, and hospital coverage
- 401(k) retirement plan with pre-tax and Roth post-tax contributions available
- Voluntary life and AD&D insurance for employees and dependents
- Short- and long-term disability coverage
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time off/leave, which may include PTO, vacation, or sick leave
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What This Job Offers
Career Level
Entry Level
Education Level
No Education Listed
