Description

Role

The IT Support Specialist provides exceptional support and ensures seamless operation of IT systems, networks, and devices across the organization. The role provides technical assistance and training to computer users, computer imaging and configuration, printer and network maintenance, and supports various SaaS applications. This position will report to the Director of Network Services and Cyber Security and is located in Niles, Illinois. 

Duties and Responsibilities

Technical Support

• Provide first-line technical assistance to employees, addressing issues related to hardware, software, and networks.
• Diagnose and troubleshoot technical problems, including desktop, laptop, printer, and mobile device issues.
• Respond promptly to tickets, ensuring resolution timelines are met.
• Provide support for remote workers and travel to other sites for on-site support. 

Workstation and Network Management

• Deploy operating systems and software to workstations
• Document system configurations, changes, and troubleshooting procedures for future reference.
• Assist in the installation, configuration, and maintenance of network infrastructure, including switches, and access points.
• Ensure network connectivity is stable and secure, addressing issues as they arise.
• Create user accounts and provide support for enterprise applications

User Training and Documentation

• Provide user training on IT tools and systems to enhance efficiency and reduce common issues.
• Create and maintain user guides and documentation for IT processes and tools.
• Support onboarding processes by ensuring new employees have access to necessary IT systems and devices.

Required Skills and Qualifications

• Education: Associate degree in a technology field, or equivalent technical certificate.
• Experience: Entry level, experience is welcomed
• Technical Expertise: Understanding of Microsoft Windows troubleshooting; knowledge of networking protocols; iOS device knowledge. 
• Problem-Solving Skills: Demonstrated ability to diagnose and resolve technical issues efficiently.
• Communication Skills: Ability to explain technical concepts to non-technical users clearly and effectively.
• Certifications: CompTIA A+, Network+, or similar certifications are a plus, but not required.