IT Help Desk and Network Support Specialist

Description

We are seeking a reliable and proactive Help Desk Support Specialist to support our team of approximately 75 employees, composed of hybrid and fully remote staff. This role is responsible for ensuring smooth IT operations by providing support for the office network with occasional on-site visits and remote assistance for distributed team members. Key responsibilities include maintaining the office network, supporting workstations and conference room technology, resolving day-to-day technical issues, and assisting in the implementation of security protocols and best practices.

Functions and Responsibilities

• Act as the first point of contact for all IT support requests from both in-office and remote employees.
• Provide technical support to in-office staff, including but not limited to troubleshooting issues with computers, printers, VoIP phones, and conference room A/V systems.
• Deliver remote technical support for offsite employees by resolving software, connectivity, and hardware-related issues.
• Monitor and maintain office networking infrastructure (Wi-Fi, switches, cabling) to ensure reliable connectivity.
• Set up and configure hardware and user accounts for new hires.
• Manage and document support tickets in a timely and organized manner.
• Manage efficient and thorough on-boarding and off-boarding processes.
• Assist with device inventory tracking, procurement, and asset lifecycle management.
• Ensure remote staff have secure, efficient access to necessary systems and tools.
• Collaborate with external vendors for specialized support or equipment servicing.
• Promote IT best practices and provide informal training or guidance to end users.
• Support the implementation of company security strategies, including:

- Enforcing multi-factor authentication (MFA) and strong password policies.

- Ensuring endpoint protection and security updates are properly deployed.

- Assisting with user access reviews and permission audits.- Educating users on phishing risks and secure computing practices.

• Other duties may be added to support product and engineering teams as needed, for example, project management or software testing.

Requirements

• At least 2 years of experience in an IT support or help desk role, supporting both local and remote users
• Proficiency with Google Workspace, Microsoft 365, and collaboration tools such as Monday, Zoom, and Slack
• Experience with help desk ticketing systems (e.g., Zendesk, Monday is preferred)
• Knowledge of remote desktop tools (e.g., TeamViewer, AnyDesk, or built-in OS tools) is preferred
• Familiarity with networking concepts, including IP addressing, Wi-Fi setup, and VPNs
• Familiarity with endpoint management tools (e.g., Intune, JAMF, or similar)
• Awareness of cybersecurity practices, especially for remote work environments is preferred
• Strong troubleshooting skills for printers, workstations, and A/V conferencing systems
• Excellent verbal and written communication skills
• Highly organized and able to manage multiple priorities and support requests
• Team-focused attitude with a strong sense of ownership and urgency

Employment Details

• CT headquarters are located in Wheaton, Illinois
• Work Location: Fully remote with occasional travel
• Type: Full time, 37.5 hour workweek
• Classification: Salaried, Exempt FLSA status
• Benefits: CT offers a comprehensive benefits package - check out our careers page to learn more

Exact compensation may vary based on experience, skills, and location. 

Salary : $60,000 - $65,000