IT Support Specialist / Tier 1 Support - ITSS 0625 RK#01

Job Title: IT Support Specialist / Tier 1 Support
Duration: 6 Months
Location: Oak Brook, IL 60523 (Onsite)
Travel Requirement: Periodic weekly travel required to remote sites for on-site support

Job Summary:

The IT Support Specialist is responsible for delivering exceptional customer service and managed IT support to end users, including students, faculty, and staff. This includes providing support for hardware, software, LAN, telecom, and peripheral issues. The role may require availability during off-hours and travel to off-site locations.

Key Responsibilities:

Customer Service & Communication:

• Manage and resolve assigned support cases and tasks, providing clear documentation of troubleshooting steps and resolution.

• Ensure user satisfaction through timely and courteous communication across all channels: in-person, phone, email, and chat.

• Uphold professionalism and excellent customer service in all interactions.

Technical Support:

• Provide support in a mixed environment of PC and MAC systems.

• Troubleshoot and repair telecom and networking infrastructure in collaboration with the Network team.

• Manage user accounts via Active Directory, Microsoft 365, and Exchange.

• Maintain real-time inventory of IT assets including procurement, deployment, and decommissioning.

• Participate in departmental and client meetings.

• Remain available for urgent or after-hours issues.

• Adhere to information security policies and report any security-related incidents.

• Act as a data steward to reduce the risk of misuse, theft, or fraud involving information assets.

Required Qualifications:

• Minimum 2 years’ experience supporting Windows and MAC operating systems in a professional setting

• Familiarity with Windows desktop OS and Microsoft Office applications

• Experience managing user and group accounts in Active Directory

• Proficiency with Office 365 and Microsoft Exchange mailbox administration

• Availability for after-hours support when needed

• Strong verbal and written communication skills

• Detail-oriented, process-driven, and organized

• Excellent problem-solving and analytical abilities

• Ability to work independently and as part of a team

Preferred Skills:

• Experience with Office 365 and Windows Server environments

• Cisco IP phone and Call Manager support

• MAC OS and Apple device support

• Familiarity with enterprise-level Active Directory

Education & Certifications:

• Associate degree or higher preferred (or equivalent experience)

• Industry certifications such as Microsoft, CompTIA A+, or similar are a plus