Senior Support Technician

Job Title: Senior Support Technician
Primary Location: Chicago, IL (Hybrid onsite 2 days per week)
Position Type: Full-Time Direct Hire
Overview
TalentFish is casting a line for a Senior Support Technician! This is a Direct Hire role located in Chicago, IL.
What You Bring to the Role. (Ideal Experience)

• A degree in Computer Science or a related field, OR hands-on experience as a technician in a high-tech industry, OR an equivalent blend of education and experience.
• Experience managing Windows Server environments (2008/2012), Office365 administration, Microsoft Exchange, PowerShell scripting, and VMware infrastructure is beneficial.
• Familiarity with ITIL best practices or ITIL Foundation V4 certification is a plus.
• Professional certifications such as Microsoft MCP, MCSE, Cisco CCNA, or VMware VCA are advantageous.
• Strong technical troubleshooting expertise across software applications and hardware systems, including servers, desktops, and laptops.
• Capability to analyze and interpret complex technical documentation.
• Experience handling technical inquiries via phone and email.
• Ability to physically move and set up IT hardware, including computers and video equipment.
• Bilingual fluency in English and Spanish is desirable (but not required)

What You'll Do. (Skills Used in this Position)

• Diagnose and resolve hardware, software, and network issues for desktops, laptops, servers, and smart devices; escalate complex cases when necessary.
• Provide technical support for proprietary applications, including a customer and client tracking system.
• Monitor and manage IT infrastructure, including servers, network switches, routers, UPS systems, and backups, ensuring operational continuity.
• Serve as a regional escalation contact for service desks across London, Chicago, and Sydney, assisting with IT-related issues.
• Conduct system audits to ensure compliance with standardization policies for desktop, laptop, and server environments.
• Assist in troubleshooting operations production environments and liaise with IT support teams for further resolution.
• Facilitate software installations and upgrades, ensuring compatibility with business systems.
• Determine the nature of IT issues whether hardware, software, or network-related and resolve them at a local level when possible.
• When needed, coordinate system replacements via Change Requests and escalate to Level III support if required.
• Ensure all incidents and requests are handled within the defined Service Level Agreements (SLA).
• Maintain a working knowledge of company applications and user proficiency levels to provide tailored support.

Compensation Information
The expected salary range for this position is $70,000-$80,000 per year depending on experience and qualifications. This role also qualifies for comprehensive benefits such as health insurance, 401(k), and paid time off. TalentFish is committed to pay transparency and equal opportunity. The salary range provided is in compliance with applicable state and federal regulations.

This role requires authorization to work in the U.S. without current or future visa sponsorship.
All offers are contingent upon the completion of a background check, which may include but is not limited to reference checks, education verification, employment verification, drug testing, criminal records checks, and any required certifications or compliance requirements based on the end client's background check policies and applicable laws.
TalentFish is an employee-owned company pioneering a new realm in talent acquisition. We are redefining IT staffing by evolving AI, video screening, and our unique platform. TalentFish focuses on providing the best employee, consultant, and client experience possible. At TalentFish we are an Equal Opportunity Employer; we embrace and encourage diversity