Technical Support Specialist - M

Technical Support Specialist, Chicago, IL

The Technical Support Specialist will serve as the in-house IT assistant to the Lead Engineer for growing 50+-employee firm, including resolving user-specific and basic networking issues, managing relationship with external IT vendor, and suggesting and implementing technology-related business-improvement projects. Ability to troubleshoot and solve straight-forward problems that do not have SOPs required. Company requires a full COVID-19 vaccine (as defined by the Center for Disease Control and Prevention (CDC)) or an approved exemption as an accommodation. Position requires 3 days Onsite and 2 days Remote, with occasional after-hours and weekend work.

Technical Support Specialist Responsibilities:

- Identify and resolve basic issues in office networking environment, including internet connectivity, file server and VPN availability, access to networked peripherals such as printers/fax/copiers.

- Work with external IT provider to ensure infrastructure networking and computing systems remain available.

- Interacting with management and staff to provide analytical and technical assistance for continuous improvement of IT solutions (including but not limited to automating data collection or entry; website design; basic coding/scripting).

- Setup and prepare offices with IT equipment.

- Assist with routine local technical projects and deployment of software updates/support.

- Work with the IT Lead to maintain or create policies, procedures, and processes (e.g., relating to data and network security, hardware/software usage; selection and replacement of computing equipment etc.).

- Assist IT Lead with managing external IT vendor relationships, tickets, and projects.

- Website maintenance and updates.

- Warranty equipment management.

- Software support and product research.

- IT inventory management; disposal; destruction.

- Assist with internal control matrix for SOC and scheduled SOC tasks.

- Maintain Emergency Contact Portal and IT Policy Handbook.

- Assist with conflict checks and related software.

- Assist OPS team with office coverage and supplies.

- Other Administrative functions as needed.

Technical Support Specialist Qualifications:

- 1+ years of IT experience with client, server, and network service delivery.

- 2+ years or experience with networking concepts such VPN environments, Multi-Factor Authentication (MFA).

- 2+ years of experience of troubleshooting in a multi-user environment.

- 2+ years of experience in a professional environment.

- 2+ years of experience in PC and MAC troubleshooting.

Preferred Qualifications:

- Bachelor s degree in computer science or IT related field is a plus.

- Industry relevant certifications such as: CompTIA, Network+, Cisco/CCNA, Linux.

- Ability to explain complex IT concepts in simple terms.

- Ability to manage high priority projects.

- Excellent written and verbal communication skills.

- Proven ability to work successfully with limited supervision.

- Graphic Design skills are a plus.

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