IT Support Specialist

Smokeball•Chicago, IL

2d•Hybrid

About The Position

Smokeball is hiring a full-time IT Support Specialist for its Chicago office. The role provides direct support to Chicago staff and, as part of the global IT team, to colleagues worldwide. It is hybrid, with at least three days per week in the office, and reports to the Head of IT. The specialist supports hardware, software, networks, Microsoft 365, end-user devices, meeting-room technology, and standard business applications. The role also handles device setup and onboarding, user accounts and permissions, software deployments, asset inventory, documentation, end-user guidance, and service-request prioritization and resolution. The ideal candidate is proactive, collaborative, customer-focused, comfortable in a fast-paced environment, and eager to learn new technologies.

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, with excellent communication, professionalism, and problem-solving skills.
Strong organizational skills, attention to detail, and ability to prioritize in a fast-paced environment.
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.
Passion for new technologies and willingness to learn.

Responsibilities

Provide professional, 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 Windows 11, Microsoft 365 services, desktop applications, and macOS devices.
Set up, configure, and maintain desktops, laptops, and peripherals, including timely onboarding for 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.
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 and system-use best practices.
Resolve 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.
Communicate updates to the Head of IT and set clear service expectations.