Computer Systems Support Specialist

Aqueity; Downers Grove (IL); On-site; USD 45,000 - 60,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

Performance-based bonuses and Incentiv

On-the-job training and mentorship

Job summary

Aqueity is seeking a Computer Systems Support Specialist to provide frontline IT support for clients in a fast-paced Managed Services environment. You will diagnose issues across workstations, printers, servers, networks, and Microsoft 365 while delivering excellent customer service and clear communication.

The role emphasizes proactive problem solving, ticket documentation, and collaboration within a team to improve service quality and efficiency.

Qualifications

• Minimum high school diploma required.
• 2+ years of experience in an end-user technical support role or equivalent combination of education and experience.
• Experience with an IT managed services provider or IT consulting firm is strongly preferred.
• Strong problem-solving and diagnostic skills with the ability to think outside the box.

Responsibilities

• Provide IT support for Microsoft core business applications, operating systems, and cloud services.
• Provide technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
• Provide basic remote access solution implementation and support: VPN, remote services, and Citrix.
• Support disaster recovery solutions.
• Resolve service requests during the first phone call if possible, and escalate when needed.
• Quickly identify the user's issue and recommend the most efficient solution.
• Handle difficult situations calmly and with confidence.

Skills

Strong problem-solving

Communication

Typing

Multi-tasking

Customer service

Education

High school diploma

2+ years end-user support experience

Tools

ConnectWise

Kaseya

Job description

Aqueity is looking for a skilled Computer Systems Support Specialist who is responsible for providing technical support and troubleshooting services to our clients. The Computer Systems Support Specialist supports and resolves issues related to workstations, printers, servers, networks, Microsoft 365, and vendor-specific hardware and software. This role requires strong technical aptitude, excellent customer service skills, and the ability to diagnose and resolve a wide variety of IT issues in a fast-paced Managed Services environment.

Responsibilities

Technical Support & Troubleshooting

• Provide IT support for Microsoft core business applications, operating systems, and cloud services
• Provide technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
• Provide basic remote access solution implementation and support: VPN, remote services, and Citrix
• Support disaster recovery solutions
• Resolve service requests during the first phone call if possible, and escalade when needed
• Quickly and correctly identify the user's issue and recommend the most efficient solution
• Handle difficult situations calmly and with confidence

Service Desk Operations

• Monitor remote monitoring and management system alerts and respond via service tickets
• Triage and classify incoming service requests by gathering information
• Document and track all required information to support accurate ticket reporting
• Answer all web-based inquiries and phone calls within the Service Desk’s response time goals
• Communicate with customers about incident progress, upcoming changes, or outages
• Maintain good organization and follow each user issue through to completion

Customer Service & Communication

• Display empathy for technology users and their challenges
• Patiently walk users through troubleshooting steps
• Maintain a positive and friendly attitude toward all team members and users
• Improve customer service, perception, and satisfaction

Documentation & Knowledge Management

• Document basic support processes and recurring issues
• Escalate recurring issues to next-level support engineers as needed

Proactive & Continuous Improvement

• Productively fill down-time to improve technology infrastructure and processes
• Proactively suggest solutions to recurring user or technical issues
• Contribute ideas to enhance service quality and efficiency

Teamwork & Collaboration

• Work collaboratively within a team environment
• Communicate effectively with peers and elevate when appropriate

Education & Experience

• Minimum high school diploma required
• 2+ years of experience in an end-user technical support role or equivalent combination of education and experience
• Experience working with an IT managed services provider or IT consulting firm strongly preferred

Required

• Advanced understanding of operating systems, business applications, printing systems, and network systems
• Strong problem-solving and diagnostic skills with the ability to think outside the box
• Understanding of various support tools, troubleshooting techniques, and how technology is used to provide IT services
• Technical awareness to match the right resources to technical issues
• Typing proficiency to ensure quick and accurate service request entry
• Able to multi-task, adapt to change quickly, and manage competing priorities
• Strong verbal and written communication skills
• Ability to translate technical language into user-friendly explanations and action items
• Self-motivated and able to thrive in a fast-paced environment
• Detail-oriented documentation skills
• Able to lift 40 lbs. of computer equipment

Preferred

• Experience with ConnectWise and/or Kaseya
• CompTIA A+
• Microsoft MTA/MCSA
• Other relevant IT certifications

What We Offer

• Competitive salary based on experience
• Health, dental, and vision insurance
• Performance-based bonuses and incentives
• Supportive and collaborative work culture
• Professional growth and advancement opportunities
• On-the-job training and mentorship

Salary Range: $45,000 - $60,000