Employer Overview A US-based technology company operating in the Telecom & IT sector, providing managed IT and technical support services to business clients. The company operates in a lean, client-focused environment and requires strong technical expertise and professional communication.
Job Summary The IT Support Specialist will act as the first point of contact for incoming IT support requests. The role focuses on ticket triage, basic troubleshooting, accurate documentation, and timely escalation of issues to the Senior.
Key Responsibilities Serve as the first point of contact for incoming IT support tickets. Triage and categorize tickets based on priority and impact. Resolve basic technical issues independently and efficiently. Troubleshoot Windows 11 and common end-user issues. Provide basic Microsoft 365 support. Perform basic Active Directory user administration. Troubleshoot basic networking issues. Escalate advanced technical issues to Tier 2 with clear and detailed notes. Communicate ticket status and updates to clients in a professional and timely manner.
Qualifications Bachelor’s degree in Information Technology, Computer Science, or a related field. Minimum 3 years of relevant IT support experience. Experience working within a Managed Service Provider environment is preferred. Strong communication and active listening. Working knowledge of Windows 11. Familiarity with Microsoft 365 fundamentals. Basic Active Directory knowledge. Basic networking concepts. IT troubleshooting and ticket management. Windows 11. Microsoft 365. Active Directory. Helpdesk/ticketing systems. Excellent English, written and verbal. Ability to prioritize and triage incoming tickets. Ability to troubleshoot basic technical issues independently. Ability to communicate clearly with clients. Ability to learn and develop technical skills. Availability to work Chicago business hours and participate in after-hours on-call rotation.