Job Overview
We are looking for a committed IT Specialist to join our dynamic team, providing crucial support to our managed service provider (MSP) clients located in the thriving Chicago area. This hybrid role allows you to assist corporate users in person while also delivering remote help desk support to various satellite offices and senior living communities in the vicinity. The ideal candidate will possess a robust background in Microsoft technologies and systems, strong networking and troubleshooting abilities, and an unwavering commitment to exceptional customer service and effective communication.
Key Responsibilities
- Provide Tier 1-2 technical support to both on-site and remote users via phone, web-based tools, and email.
- Act as a courteous liaison between users and remote Tier 2-3 team members, aiding in service delivery, projects, and requests.
- Diagnose and resolve technical issues related to Microsoft Office, M365, SharePoint, OneDrive, Teams, network printing and scanning, VOIP, malware, and other related technologies.
- Cultivate and maintain expertise in desktop technologies, peripherals, networking, and cloud-based solutions.
- Assist in the support and implementation of Wi-Fi access points, Ubiquiti, and other network infrastructure components including WAN, LAN, and firewalls (e.g., SonicWall).
- Assess, recommend, and implement new technologies to optimize desktop infrastructure and improve network performance.
- Conduct preventive and proactive maintenance and support as required.
- Document all activities in the ticketing system (ConnectWise).
- Maintain accurate records of time and notes for tasks completed in accordance with company protocols.
- Strive to maximize billable status for work performed.
- Perform additional duties as assigned to support team objectives.
Required Skills
- Associate degree or relevant experience.
- Practical experience in IT, networking, desktop technologies, and troubleshooting.
- Familiarity with the ConnectWise ticketing system, Labtech, Bomgar, Ubiquiti, SonicWall, VOIP, Mobile Device Management (MDM), and technical documentation is advantageous.
- Ability to interact with clients in a professional and respectful manner.
- Strong customer service and client management capabilities.
- Excellent written, verbal, and interpersonal communication skills.
Qualifications
- Associate degree or equivalent experience preferred.
- Relevant experience in IT support roles, particularly in a managed service provider environment.
- Proven track record of delivering high-quality support to both onsite and remote users.
Career Growth Opportunities
We emphasize the importance of professional development and encourage our team members to pursue certifications and enhance their skills in various technologies and systems, promoting a culture of continuous improvement and growth.
Company Culture And Values
Our organization promotes a collaborative and supportive environment where team members are encouraged to contribute their knowledge and expertise. We prioritize exceptional customer service and professionalism, fostering a workplace that is engaging and rewarding.
Employment Type: Full-Time
