Remote IT Support Specialist for Managed Services

Job Overview

We are excited to invite a skilled IT Specialist to our dynamic team, dedicated to delivering top-notch support to our managed service provider (MSP) clients based in the vibrant Chicago area. This hybrid role combines on-site assistance for corporate users with remote help desk support for satellite offices and senior living communities, offering the perfect blend of diverse responsibilities.

Key Responsibilities

• Provide Tier 1-2 technical support to both on-site and remote users through phone, web-based tools, and email.
• Act as a courteous liaison between users and the remote Tier 2-3 team, facilitating effective service delivery, projects, and requests.
• Diagnose and resolve technical challenges related to Microsoft Office, M365, SharePoint, OneDrive, Teams, network printing and scanning, VOIP, malware, and additional technologies.
• Cultivate and maintain expertise in desktop technologies, peripherals, networking, and cloud-based solutions.
• Assist in the support and implementation of Wi-Fi access points, Ubiquiti, and other network infrastructure components, including WAN, LAN, and firewalls (e.g., SonicWall).
• Assess, recommend, and implement new technologies to enhance desktop infrastructure and improve network performance.
• Conduct preventive and proactive maintenance and support as necessary.
• Document all work performed in the ticketing system (ConnectWise).
• Maintain accurate records of time and notes for work performed in alignment with company standards.
• Strive to maximize billable status for work completed.
• Undertake additional responsibilities as assigned to support team objectives.
  
  

Required Skills

• Associate degree or equivalent experience.
• Practical experience with IT, networking, desktop technologies, and troubleshooting.
• This role requires a hybrid work model focused primarily on major MSP clients in the Chicago area, with occasional travel to other client sites (approximately 10-20%).
  
  

Qualifications

• Certifications such as Network+, Security+, ITIL, or Microsoft are advantageous.
• Familiarity with ConnectWise ticketing system, Labtech, Bomgar, Ubiquiti, SonicWall, VOIP, Mobile Device Management (MDM), and technical documentation is preferred.
• Ability to interact professionally and respectfully with clients.
• Strong customer service and client management skills.
• Excellent written, verbal, and interpersonal communication capabilities.
  
  

Career Growth Opportunities

Join our organization for the chance to expand your professional skill set and expertise, with dedicated support for ongoing learning in desktop technologies, networking, and cloud-based solutions.

Company Culture And Values

We pride ourselves on fostering a collaborative work environment that emphasizes strong communication and a commitment to exceptional customer service, ensuring our IT specialists are empowered to thrive.

Networking And Professional Opportunities

This position offers a unique opportunity to work with a diverse range of clients and technologies, allowing for valuable networking and collaboration within the industry.

Employment Type: Full-Time