IT Support Specialist

Position: IT Support Specialist

Location: Sullivan, IL (In-office only)

Reports To: Technical Operations Manager

Employment Type: Full-time

Job Summary

The IT Support Specialist provides front-line technical support to internal staff, responding to help desk tickets and resolving hardware, software, and network issues. This entry-level position serves as the first point of contact for technology support, ensuring timely resolution of technical problems and maintaining smooth daily operations.

Key Responsibilities

• Respond to help desk tickets via phone, email, Slack and ticketing system, providing timely technical support
• Troubleshoot and resolve basic hardware issues including desktops, laptops, printers, and peripherals
• Assist with software installation, configuration, and troubleshooting for Windows and common business applications
• Provide password resets, account unlocks, and basic Active Directory/Entra ID management
• Maintain accurate documentation of all support tickets and resolutions in the help desk system
• Escalate complex technical issues to senior IT staff when necessary
• Assist with basic network connectivity troubleshooting
• Support new employee onboarding with technology setup and orientation
• Maintain inventory of IT equipment and supplies
  
  

Education & Experience

• Associate's degree in Information Technology, Computer Science, or related field, OR equivalent work experience
• 0-2 years of experience in IT support or help desk environment (entry level candidates welcome)
• Familiarity with common business software (Microsoft Office, email clients, web browsers)
• Excellent verbal and written communication skills
• Ability to explain technical concepts in simple, user-friendly terms
  
  

Preferred Qualifications

• CompTIA A or similar IT certification
• Experience with ticketing systems (e.g., Freshdesk, ServiceNow, Zendesk)
• Basic knowledge of Active Directory and user management
  
  

Essential Skills & Competencies

• Patient and professional demeanor when assisting non-technical users
• Strong problem-solving skills and logical thinking
• Ability to prioritize and manage multiple support requests simultaneously
• Detail-oriented with good organizational skills
• Quick learner with desire to expand technical knowledge
• Team player willing to collaborate with IT colleagues
• Ability to work independently with minimal supervision
• Professional phone and email etiquette
  
  

Schedule

• Full-time position, 40 hours per week
• Monday through Friday, 8:00 AM - 5:00 PM
• In-office position with no remote work options
  
  

Compensation & Benefits

• $18.00 - $21.00 per hour
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Vision insurance
  
  

Job Type: Full-time