Technical Support Specialist

Jet Support Services, Inc. • Chicago, IL

9d • $70,000 - $80,000

About The Position

The Technical Support Specialist will be expected to handle technical support requests related to desktop and end user computing, conference room A/V equipment, and software applications.
This individual will demonstrate exceptional customer service and communication skills and a passion for supporting our users and working with a wide range of technologies. They will possess strong analytical and troubleshooting skills and efficiently prioritize and resolve support requests while completing assigned project work to meet the needs of the business.

Requirements

• Minimum of 3 years’ experience providing end-user support in a fast-paced corporate environment.
• B.S. in Information Systems or Computer Science, or related field.
• Enjoys interacting with users and solving problems of varying degrees of complexity
• Excellent knowledge of Windows operating systems, especially Windows 11.
• Minimum of two years’ experience working in the Microsoft 365 Admin Center, Azure Active Directory, and on premises Active Directory.
• Minimum of two years’ experience administering and supporting Microsoft applications such as Outlook, Teams, Excel, Word, SharePoint, and OneDrive.
• Hands-on hardware troubleshooting experience including laptops, desktops, conferencing equipment, printers, and peripherals.
• Experience with diagnostic utilities including Windows task manager, performance monitor, event viewer, and command line utilities.
• Experience resolving issues related to Windows networking including IP addressing, DHCP, DNS, and network interface configuration.
• Experience with computer imaging and package deployment solutions.

Nice To Haves

• Certifications such as Microsoft 365 Certified Administrator, A+, and CCNA preferred.
• Exceptional customer service orientation.
• Ability to effectively prioritize and execute tasks in high-pressure situations.
• Excellent oral and written communication skills.
• Able to work independently to troubleshoot and resolve a wide range of technical issues.
• Eager to learn and implement new technologies.
• High attention to detail.
• Proven analytical and problem-solving abilities.
• Considers security best practices, business context, and other factors when completing work.

Responsibilities

• Promptly respond to and resolve tier 1 & 2 end user support requests and log activity in the ticketing system.
• Work closely with the IT Technical Lead and provide proper triage of Tier 3+ support tickets prior to escalation.
• Provide white glove support for executives, ensuring their technical needs are met with the highest level of service and professionalism
• Assist in set up and support of A/V equipment and video conferencing software and run all-hands meetings.
• Administer the organization's Microsoft 365 tenant, including Exchange, Teams, SharePoint, OneDrive, and Intune.
• Install, configure, test, maintain, and troubleshoot workstations, peripherals, and networking devices such as firewalls, routers, and switches.
• Follow detailed employee onboarding and offboarding procedures, provisioning and deprovisioning accounts and system access in a timely manner.
• Provide after-hours on-call support as required.
• Maintain hardware and software inventories and ensure Azure Active Directory, on-premises Active Directory, and Intune are kept up to date.
• Procure IT hardware and software application licenses.
• Monitor and respond to security alerts taking remedial action as necessary.
• Create and maintain technical user guides and IT procedures.
• Perform other responsibilities and tasks as assigned.

Benefits

• medical
• dental
• vision
• retirement savings programs

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 501-1,000 employees