Technical Support Specialist

Job Description

Job Description

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 .

Annual salary range

$60k - $70k based on experience.

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, triaging and resolving help desk tickets, and supporting our internal and franchise 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.
• Triage and assign all tickets in IT ticketing systems
• Manage IT support tickets from submission to completion and provide regular updates on all incidents
• Create / Maintain user accounts in Active Directory as well as across various software systems
• Create / Maintain asset database.
• Execute 3-year computer refresh program.
• Install, upgrade, support and troubleshoot Windows 11 and Microsoft Office, VOIP applications, and other company utilized software.
• Install, upgrade, support and troubleshoot printers and other peripheral 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.
• 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

Equal Opportunity Employer

To ensure the efficiency and fairness of our hiring process, Spring-Green Enterprises Inc. and its affiliated companies utilize Artificial Intelligence (AI) tools with our applicant tracking system (ATS).  These tools are designed to assist, not replace human judgement. AI may be used to scan resumes to match applicant skills against job descriptions to help identify top candidates. We are committed to an equitable hiring process in accordance with Equal Opportunity (EEO) principles.  Final Hiring decisions are always made by our recruitment team and hiring managers. AI recommendations are reviewed to ensure accuracy and to provide a fair, personalized evaluation for applicants.  By submitting your application, you acknowledge that your application may be processed using these tools.

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.

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