Technical Support Associate

Position: Technical Support Associate
Location: Libertyville, Illinois (Only Local candidates)
Type: 6-12 Months Contract
Shift Timing: 5:00 AM 2:00 PM

Job Summary
We are looking for a motivated and customer-focused Customer Help Desk Support professional to join our team in Chicago. This is an in-person role requiring strong communication skills, basic technical troubleshooting abilities, and a proactive attitude toward customer support.
The ideal candidate should have initial-level knowledge of networking and system support, experience working with ticketing systems such as JIRA, and the ability to handle support requests efficiently in a fast-paced environment.

Key Responsibilities

• Provide first-level technical and customer support via phone, email, and ticketing systems.
• Log, track, and manage incidents and service requests using JIRA.
• Perform initial troubleshooting related to systems, networking, and user access issues.
• Escalate unresolved technical issues to appropriate internal teams.
• Monitor support queues and ensure timely resolution of tickets.
• Maintain proper documentation of issues, troubleshooting steps, and resolutions.
• Support end users with system-related queries and basic technical guidance.
• Coordinate with internal teams to ensure smooth issue resolution and customer satisfaction.

Required Skills & Qualifications

• Initial-level knowledge of:
• Networking concepts (LAN/WAN, IP basics, connectivity troubleshooting)
• System support and desktop troubleshooting
• Windows environment and basic IT operations
• Experience or familiarity with JIRA ticketing system.
• Strong verbal and written communication skills.
• Good problem-solving and analytical abilities.
• Ability to work independently and manage multiple support requests.
• Customer-service-oriented mindset with a professional attitude.

Preferred Qualifications

• 4+ years of experience in help desk, customer support, or technical support roles.
• Basic understanding of IT infrastructure and support processes.
• Prior experience working in shift-based support environments is a plus.

Additional Information

• This is a full-time, in-person position based in Chicago.
• Looking for energetic and career-oriented professionals who are eager to learn and grow in the IT support domain.