Remote IT Support Specialist

We are in search of a committed IT Specialist to become an integral part of our team, delivering vital support to our managed service provider (MSP) clientele in the bustling Chicago area. In this hybrid position, you will engage with corporate users on-site while also providing remote help desk assistance to satellite offices and senior living communities in the vicinity. The successful candidate will possess a robust background in Microsoft technologies, exceptional networking and troubleshooting abilities, and a strong dedication to outstanding 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 cordial liaison between users and remote Tier 2-3 team members, aiding in service delivery, project execution, and request management.
• Diagnose and resolve technical issues pertaining to Microsoft Office, M365, SharePoint, OneDrive, Teams, networking, VOIP, and related technologies.
• Cultivate and maintain a deep understanding of desktop technologies, networking, and cloud-based solutions.
• Assist in the implementation and support of network infrastructure components, including Wi-Fi access points and firewalls (e.g., SonicWall).
• Assess, recommend, and deploy innovative technologies to enhance desktop infrastructure and improve network performance.
• Undertake preventive and proactive maintenance and support as required.
• Document all actions taken in the ticketing system (ConnectWise).
• Meticulously record time and notes for completed work in alignment with company standards.
• Aim to maximize billable hours for services rendered.
• Execute additional duties as assigned to support team objectives.

Required Skills

• Associate degree or equivalent experience.
• Practical knowledge of IT, networking, desktop technologies, and troubleshooting.
• This hybrid role focuses on key MSP clients in the Chicago area, with occasional travel to other client sites (approximately 10-20%).

Qualifications

• Certifications such as Network+, Security+, ITIL, or Microsoft are advantageous.
• Familiarity with the ConnectWise ticketing system, Labtech, Bomgar, Ubiquiti, SonicWall, VOIP, Mobile Device Management (MDM), and technical documentation is beneficial.
• Ability to engage with clients in a professional and respectful manner.
• Strong customer service and client management competencies.
• Excellent written, verbal, and interpersonal communication skills.

Career Growth Opportunities

Join a dynamic company that prioritizes its employees’ professional development through ongoing training initiatives and exposure to a diverse array of technologies, ensuring that our IT Specialists remain at the forefront of industry advancements.

Employment Type: Full-Time