IT Support Specialist

IT Support Specialist I

Location: Schaumburg, IL as home office but traveling as needed

Department: Information Technology

Reports To: Systems Administrator

POSITION SUMMARY

The IT Support Specialist I is responsible for providing first-line technical support to employees across the organization. This role assists users with hardware, software, mobile devices, printers, and Microsoft 365 applications while ensuring excellent customer service and timely issue resolution.

This is an entry-level position ideal for someone looking to build a career in Information Technology. The successful candidate will gain hands-on experience with Microsoft 365, identity management, endpoint management, networking, cybersecurity, and enterprise business applications.

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ESSENTIAL RESPONSIBILITIES

End User Support

· Provide technical support for desktops, laptops, mobile devices, monitors, printers, and peripherals.

· Troubleshoot hardware, software, connectivity, and application issues.

· Respond to support requests through the IT ticketing system, email, and phone.

· Escalate complex issues to senior IT staff when appropriate.

· Document troubleshooting steps and resolutions.

User Account Administration

· Create, modify, and disable user accounts.

· Assist with password resets and account recovery.

· Support employee onboarding and offboarding processes.

· Maintain accurate user and asset records.

Microsoft 365 Support

· Assist users with Outlook, Teams, OneDrive, SharePoint, Word, Excel, and other Microsoft 365 applications.

· Support Microsoft Teams meetings and collaboration tools.

· Troubleshoot email and calendar issues.

Device Deployment & Asset Management

· Prepare and deploy laptops, desktops, and mobile devices.

· Install software and updates.

· Track and maintain IT inventory and equipment assignments.

· Assist with equipment replacement and lifecycle management.

Security & Compliance

· Follow company security policies and procedures.

· Assist users with multi-factor authentication (MFA) and security-related requests.

· Help identify and report security incidents.

· Participate in cybersecurity awareness initiatives.

Office Technology Support

· Support conference room technology and audio/video equipment.

· Troubleshoot printer and scanning issues.

· Assist with office moves and workstation setups as needed.

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QUALIFICATIONS

Required

· Associate degree in Information Technology, Computer Science, or related field, or equivalent experience.

· Basic understanding of Windows operating systems.

· Basic knowledge of Microsoft 365 applications.

· Strong customer service and communication skills.

· Ability to troubleshoot technical issues methodically.

· Ability to lift and transport computer equipment up to 40 pounds.

Preferred

· CompTIA A certification (or willingness to obtain within the first year).

· Experience with Microsoft 365 Administration.

· Exposure to Microsoft Entra ID (Azure AD).

· Exposure to Intune or mobile device management.

· Familiarity with networking concepts such as TCP/IP, DNS, DHCP, and Wi-Fi.

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SUCCESS IN THIS ROLE

Within the first year, the IT Support Specialist I should be able to:

· Independently resolve common desktop and Microsoft 365 issues.

· Successfully support onboarding and offboarding activities.

· Maintain high customer satisfaction ratings.

· Consistently meet ticket response and resolution expectations.

· Demonstrate growth in Microsoft 365, security, and endpoint management technologies.