IT Support Specialist

Purpose: To collaborate with the Business Manager in providing comprehensive support and training for our IT resources across Illinois, Indiana, and Wisconsin locations. You will play a key role in fostering positive working relationships with our IT Partners and users by facilitating technical solutions and helping to optimize our technology for future growth.

Essential Functions:

• Technical Support (Team Collaboration with IT Partners):
• Work with IT Partners to troubleshoot & resolve issues with desktops, laptops, printers, mobile devices.
• Provide assistance with Microsoft applications, CRM, phone systems, ERP systems, diagnostic software, and other IT resources.
• Support the installation, configuration, and maintenance of hardware and software while communicating solutions clearly to users and stakeholders.

• Incident Management (Efficient Communication):
• Assist the Business Manager in developing a user-friendly incident management system to document and track technical issues, ensuring users are informed throughout the resolution process.
• Provide proactive first-level support, addressing network outages, software issues, and other IT-related challenges with a focus on minimizing disruption.
• Manage escalations with IT Partners, ensuring swift, effective resolutions while keeping teams informed of progress.

• User Support (Training and Empowerment):
• Support onboarding of new users by setting up access credentials, providing clear training, and offering guidance to ensure smooth transitions.
• Partner with the Business Manager to create user-friendly training programs focused on system usage, security protocols, and best practices.
• Offer ongoing assistance and education to users, encouraging them to maximize the potential of IT resources while promoting security best practices.

• Project Participation (Collaboration and Growth):
• Contribute to IT projects, collaborating with Business Manager and stakeholders to provide technical expertise and ensure smooth project execution.
• Support the implementation of new applications and systems, while contributing ideas to enhance operational efficiency.
• Participate in system upgrades/migrations, ensuring smooth transitions & minimal impact on end users.

• Asset & File Server Management (Organization and Attention to Detail):
• Keep track of IT devices and support the Business Manager in researching new hardware and software to align with business needs.
• Organize corporate drives, managing and archiving files to keep data systems streamlined.

Minimum Qualifications:

Education & Experience:

• Bachelor’s degree in Information Technology, Computer Science, or related field preferred.
• Minimum of 3 years of experience in an IT support role.

Technical Skills:

• Strong proficiency in MS Windows operating systems, M365, desktop/laptop/printer maintenance, and network troubleshooting.
• Familiarity with IT best practices and security protocols.

Soft Skills:

• Problem-solving: Demonstrates the ability to think critically & find solutions in a collaborative manner.
• Communication: Clear and empathetic communicator who can simplify technical information for non-technical audiences.
• Organization: Strong organizational & multitasking abilities
• Teamwork & Leadership: A proactive team player with the ability to work independently while offering support and leadership as needed.
• Customer Service: A high level of customer service orientation

Confidentiality: Able to maintain the highest levels of confidentiality when handling sensitive information.

Work Environment:

• Occasional after-hours work may be required to address urgent issues or deploy new technology initiatives.
• Must be able to lift up to 25 lbs and travel to Indiana and Wisconsin locations as needed