Column Technical Services is seeking a motivated and skilled IT Technical Support Specialist to join an IT Shared Services team onsite for a well-established organization based in Chicago, IL. In this role, you will collaborate with a fast-paced team of support professionals to deliver IT services to employees via phone and virtual support at the Chicago headquarters and seven remote subsidiary locations. We're looking for a team player with strong technical expertise, excellent problem-solving skills, and a commitment to exceptional end-user support. If this sounds like you, we encourage you to apply and start the conversation!
**Applicants must reside in or near the Chicagoland area to work onsite in the office.**
Key Responsibilities
- Resolve technical issues involving desktops, laptops, conference room systems, email, onboarding requests, and VPN connectivity.
- Maintain, support, and upgrade existing hardware and software environments.
- Install, configure, and tailor new hardware and software solutions to meet user and business needs.
- Diagnose and resolve desktop, communication, and configuration issues; perform root cause analysis on recurring problems and implement preventative solutions.
- Investigate and troubleshoot complex hardware and software issues, ensuring prompt and effective resolution.
- Support end users with advanced software functionality and resolve escalated issues from the helpdesk.
- Provide phone and email assistance for inquiries escalated by the Helpdesk team.
- Act as a point of escalation for technical issues, delivering hands-on troubleshooting when required.
- Partner with other IT teams to address complex challenges and contribute to cross-functional initiatives.
- Participate in an on-call rotation to support critical incidents outside of standard business hours.
- Maintain detailed documentation of incidents, solutions, and troubleshooting procedures.
- Work with vendors and third-party providers to resolve advanced product-related issues.
- Ensure proper setup, configuration, and ongoing maintenance of IT systems and equipment across corporate and remote locations.
- Stay current on emerging technologies and industry best practices to enhance team effectiveness.
- Oversee and track IT asset inventory, including hardware and software licenses, ensuring compliance with company policies.
- Assist in developing and refining IT policies, procedures, and standards.
- Communicate clearly and effectively with end users, team members, and stakeholders to ensure timely resolution of issues.
- Collaborate with IT leadership to support the development and execution of IT strategies and policies.
- Participate in or lead bridge calls for urgent or high-priority incidents when needed.
Qualifications
- 4+ years of hands-on experience in IT support, desktop support, or a similar technical support role
- Associate degree or equivalent combination of education and experience
- Strong experience supporting Windows 10/11 in an enterprise environment
- Proficiency with Microsoft 365, including user support, configuration, and troubleshooting
- Experience with Active Directory, including user account management, permissions, and access control
- Demonstrated ability to troubleshoot and resolve issues related to:
- Desktops and laptops
- VPN connectivity
- Email systems
- Printers and conference room technologies
- Solid understanding of hardware diagnostics, repair, and deployment
- Experience using ITSM / ticketing tools (e.g., Freshservice, ServiceNow, or similar)
- Ability to support both on-site and remote users in a hybrid work environment
- Strong problem-solving and analytical skills with the ability to perform root cause analysis
- Excellent communication and customer service skills, with the ability to support users at all levels of the organization
- Comfortable working in a fast-paced environment, managing multiple priorities
- Willingness to participate in an on-call rotation
- Experience supporting executive-level users
Nice to Have
- Experience supporting Citrix or other VDI environments
- Basic knowledge of networking concepts, including connectivity troubleshooting and cabling
- Exposure to ITIL or IT service management frameworks
- Familiarity with IT asset management and lifecycle tracking
- Experience working with vendors and third-party support teams
- Experience contributing to IT documentation, policies, or process improvements