Job Description

Job Opportunity: Technical Support Specialist

Location : United States – Illinois (Chicago Area)

Department : Information Technology

Overview: We are working with a leading professional services firm to help them find a Technical Support Specialist . This role offers a unique opportunity to work with high-profile, high-touch end-users, providing them with essential desktop and mobile hardware/software support. The successful candidate will be the primary IT contact for top-tier clients, ensuring excellent service delivery and a smooth user experience across all technical platforms.

This role requires strong customer service skills, empathy, and effective communication to ensure prompt issue resolution. The ability to maintain composure in high-pressure situations, foster trust, and build relationships with clients will be essential to your success in this role.

Key Responsibilities:

• Assist users in resolving hardware, software, and network-related issues efficiently through personalized support techniques.
• Provide end-user support for desktops, laptops, mobile devices, and office setups, including imaging, post-image configurations, and preventative maintenance.
• Troubleshoot and support software applications, ensuring installations, configurations, updates, and maintenance are completed smoothly.
• Support third-party applications and collaborate with vendors for troubleshooting and resolution.
• Identify inefficiencies in IT processes and suggest improvements using tools like PowerAutomate, PowerShell, and PowerApps to enhance support and team collaboration.
• Maintain accurate asset records for hardware and software, managing inventory, and coordinating hardware moves, changes, and exchanges.
• Provide break/fix support for telephony equipment, including handsets and base units.
• Assist with projects like hardware/software upgrades, office moves, and special events.
• Manage hardware warranty claims and repair facilitation with third-party vendors.
• Document and track user requests and incidents using an IT Service Management System.

Compensation & Benefits:

• Salary Range: $75,000 – $85,000 (location-specific)
• The compensation package also includes eligibility for bonuses and a comprehensive benefits program. More details are available upon request.

Who We’re Looking For:

• Education : Bachelor’s degree or equivalent experience.
• Experience :
• At least 2 years of hands-on experience providing exceptional user support in a fast-paced, high-performance environment.
• Practical experience with supporting and troubleshooting applications such as Zoom, Intune, Okta, ProofPoint, Microsoft O365 suite (Outlook, Word, PowerPoint, SharePoint, Teams), and Citrix.
• Experience supporting Windows 10/11-based computers and mobile device management (MDM) solutions for iOS and Android.
• Proven track record of working with vendors on support cases and managing hardware/software assets.

Preferred Experience:

• Experience in professional services or law firm environments.
• Certifications such as A+, ITIL, and Microsoft Office Application certifications.
• Experience with scripting in PowerAutomate, PowerShell, and Python.
• Knowledge of RPA tools, Microsoft Graph, and PowerApps.
• Familiarity with AI prompt engineering, optimizing interactions with AI tools.

Skills & Attributes:

• Strong organizational skills and excellent attention to detail.
• Excellent judgment and the ability to make informed decisions.
• Strong interpersonal communication and relationship-building skills.
• Solid problem-solving and analytical abilities.
• Ability to work effectively with others in a collaborative environment.
• Capable of maintaining confidentiality and handling sensitive information.
• Ability to manage multiple projects with competing priorities and deadlines.

If you’re an experienced Technical Support Specialist looking to make an impact in a fast-paced, client-focused environment, we encourage you to apply for this exciting opportunity.

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