Technical Support Specialist

SGE Marketing- IT Services Inc. (a Spring-Green Enterprise company) is seeking a talented and self-motivated individual to become an integral part of our IT team.  The Technical Support Specialist is a full-time position located in Naperville, IL.  This position will primarily report to the office with the possible option of hybrid work as well. We offer competitive benefits including medical, dental, vision, life, and disability insurance, 401(k) participation, and paid holidays and vacation.  We also provide hybrid (remote/In the office) work flexibility.

We encourage personal and professional growth, join our culture with core values of Customer Focus, Pursuing Common Goals, Family, Integrity, Innovation, and Perseverance. 

Reporting to the Director of Infrastructure, the Technical Support Specialist is responsible for providing entry to mid-level technical support to IT customers.  This includes supporting customers with technical challenges relating to computer hardware or software devices, fielding support phone calls/chats, resolving help desk tickets (JIRA Service Desk), and supporting our internal and external customers day-to-day operational needs through great customer service.   The Technical Support Specialist must also be willing to occasionally work off hours and weekends as needed for projects or emergency support.

Essential Duties and Responsibilities

• Provide first/second level contact and problem resolution for customer issues.
• Work with Third Party Vendors to remediate complex computer hardware/software issues as needed.
• Provide timely communication on issue status and resolution.
• Manage tickets from submission to completion and provide regular updates on all incidents.
• Create/Maintain user accounts across various software systems (KB, Portal, Office, Ring Central)
• Create/Maintain asset database.
• Execute 3-year computer refresh program.
• Install, upgrade, support and troubleshoot Windows 10/11 and Microsoft Office, VOIP applications, and other company utilized software.
• Install, upgrade, support and troubleshoot for printers, and computer hardware.
• Performs general preventative maintenance tasks on computers, laptops, printers.
• Performs remedial repairs on Desktops, laptops, printers, and any other authorized peripheral equipment.
• Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software.
• Basic understanding of Networks, Servers, Audio/Visual, Smart Devices and Telecoms.
• This position requires the ability to work in a project-based environment requiring flexibility and teamwork.
• Performs other duties as assigned.

Education and/or Experience/ Requirements

• Bachelor's degree in Information Technology related field from four-year college or university; 2 Year of IT experience preferred Windows 10/11, Office 365, Microsoft Active Directory, utilization of GPOs, MS Office 365, PC hardware installation and troubleshooting, Enterprise anti-virus solutions, Helpdesk ticketing systems.

• Mobile device management including IOS and Android devices, Enterprise encryption solutions, Windows PC/laptop management via Active Directory.  Proficient with Windows Operating Systems, Microsoft Office applications, and be able to read MSSQL databases and perform basic queries.  CompTIA A+, Microsoft Certifications:  M365, Fundamentals, Azure, etc. preferred but not required.
• Valid driver’s license with good driving record required.

Equal Opportunity Employer

We are an Equal Opportunity Employer welcoming candidates from all backgrounds and industries to apply. We encourage personal and professional growth. Come join our culture with core values of Customer Focus, Pursuing Common Goals, Family, Integrity, Innovation, and Perseverance.