Technical Support Specialist 1

Sourcebooks•Naperville, IL

1d•$23 - $25•Onsite

About The Position

We’re looking for a detail-oriented, service-minded IT Technical Support Specialist, Level I to join our dynamic IT team. In this frontline role, you’ll be a first point of contact for staff IT needs, responding to support requests across email, Teams, tickets, and in person. You’ll diagnose and resolve everyday technical issues, document troubleshooting and solutions, contribute to our knowledge base, conduct IT orientations and user training, and support company webinars and meetings. You’ll also collaborate with the IT team and other departments on projects and process improvements while continuing to develop your technical skills and knowledge of current and emerging technologies. This position is based in Naperville and is onsite 5 days per week, with the opportunity to move to a hybrid schedule after 90 days.

Requirements

Minimum of 1 year of experience working in a 300+ user Active Directory environment with Microsoft 365
Strong understanding of IT hardware and software, including Windows and macOS
Excellent communication, organizational, planning, documentation, and writing skills
Ability to work independently and collaboratively as part of a team
Ability to manage multiple priorities in a fast-paced environment
Strong customer-service mindset and willingness to research and learn unfamiliar technologies

Nice To Haves

An appreciation for books and publishing is a plus!
Experience with asset management and asset tracking tools is a plus
Familiarity with project-tracking tools such as Monday.com and Smartsheet is a plus
Certifications such as A+, Network+, Security+, ITIL, ASCP, or Microsoft certifications are a plus

Responsibilities

Provide frontline IT support to staff via email, Teams, tickets, and in person
Diagnose and resolve common technical issues, including password resets, account lockouts, software errors, and connectivity problems
Support a mixed Windows and macOS environment
Accurately document support interactions and all steps taken during the troubleshooting process
Prioritize tickets and tasks based on impact and urgency, research solutions for unfamiliar issues, and document solutions for future reference
Provide thorough solutions that meet established service levels and customer satisfaction standards
Set up and moderate webinars, company meetings, and conferences
Conduct IT orientations for new hires, providing guidance on company technology, security policies, and systems access
Provide user training on company applications and security best practices
Create and maintain internal and user-facing knowledge base articles for commonly reported issues
Record time spent on support tasks, tickets, projects, and walk-up interactions
Serve as backup for setting up new user computers and workstations during onboarding
Lead or contribute to IT projects, including knowledge base expansion, user training documentation, orientation improvements, and IT process improvements
Track assigned project work and complete projects according to established deadlines
Collaborate with the Support Team, IT, and other departments to help achieve company goals
Continue developing your technical skills and knowledge of current and emerging technologies
Maintain a positive, courteous, helpful, and approachable attitude while building collaborative relationships across the company
Perform other duties as assigned