IT Support Specialist

BURG Translations; Chicago (IL); Remote; USD 60,000 - 85,000; Full time

Job summary

BURG Translations is looking for a skilled IT Support Specialist. The role combines traditional IT support with responsibilities in security and compliance, offering a fast-paced environment with opportunities for growth. Candidates must have a technical background and excellent problem-solving skills, as well as the flexibility to work US hours. Join a dedicated team that values innovation and employee development.

Benefits

Unlimited PTO

Monthly team fun hour

Opportunities for professional development

Work from anywhere

Diverse, welcoming work environment

Qualifications

• At least 3 years of hands-on experience in IT support.
• Experience with ISO 27001 is preferred.
• Proficient with Microsoft 365 and troubleshooting.

Responsibilities

• Provide timely support in problem identification and resolution.
• Implement and monitor ISO 27001 compliance.
• Design and maintain PowerBI reports.

Skills

Problem-Solving

Communication

Adaptability

Detail-Oriented

Education

Technical degree in Computer Science or related field

Tools

PowerShell

Python

Microsoft 365

ISO 27001

Job description

BURG Translations is one of the oldest translation companies in the U.S. We got our start in 1936 and we’ve been providing high quality translations to life sciences, medical device manufacturers, hospitals, pharmaceuticals, law firms and other highly-regulated industries ever since.

Our decades of experience and expertise mean we can take on the most complex projects, but we know that it’s only because of our dedicated team of amazing people, who work hard to exceed our client’s expectations every day.

We’re dedicated to our people, because we know our team is our greatest asset.

Position Summary:

We are seeking a highly skilled IT Support Specialist to join our dynamic team. The ideal candidate will have a technical background, experience in troubleshooting support issues, and a keen ability to provide exceptional technical support. This role involves problem identification, analysis, diagnosis, resolution, and documentation to ensure smooth IT operations. Additionally, this position serves as our Security Officer and Privacy Officer, manages ISO 27001 compliance, creates PowerBI reports, and supports business process automation initiatives.

Key Areas of Responsibilities:

Core IT Support

• Problem Identification & Resolution: Provide timely and effective support in problem identification, analysis, diagnosis, and resolution of technical issues
• Documentation: Accurately document all support activities and solutions in the company’s ticketing system
• Troubleshooting: Address and resolve undocumented problems efficiently and effectively
• Monitoring Systems: Monitor the notification and ticketing system to ensure all issues are promptly addressed
• Collaboration: Work closely with other team members and departments to ensure seamless IT support across the organization
• User Support: Provide technical support to end-users, assisting with hardware and software issues, particularly within Microsoft 365, Intune, 8×8, memoQ, XTRF and other platforms
• Onboarding/Offboarding: Facilitate the technical onboarding and offboarding process for users, ensuring new users have the necessary access and resources to perform their roles effectively and departing users’ access is promptly revoked and any necessary data is archived, transferred, or deleted

Security & Privacy Officer Duties

• ISO 27001 Management: Implement, maintain, and monitor ISO 27001 information security management systems and ensure ongoing compliance
• Security Policies: Develop, update, and enforce information security policies and procedures
• Privacy Compliance: Serve as Privacy Officer ensuring compliance with data protection regulations (GDPR, CCPA, etc.)
• Risk Assessments: Conduct regular security assessments, vulnerability scans, and risk evaluations
• Incident Response: Lead security incident response and coordinate breach notifications when required
• Access Management: Oversee user access controls and regular access reviews
• Compliance Documentation: Maintain compliance documentation, audit trails, and prepare for security audits

Business Intelligence & Reporting

• PowerBI Development: Design, develop, and maintain PowerBI dashboards and reports for business metrics, operational KPIs, and management reporting
• Data Analysis: Create data visualizations and analytics to support business decision-making
• Report Automation: Develop automated reporting systems to streamline data collection and distribution
• Database Management: Support database queries and data extraction for reporting purposes

Business Process Analysis & Automation

• Requirements Gathering: Work with internal stakeholders to identify, document, and prioritize business requirements for process improvements and automation opportunities
• Process Analysis: Analyze current workflows and identify inefficiencies or areas for technological enhancement
• Vendor Evaluation: Research, evaluate, and make recommendations on technology vendors and solutions to meet business needs
• Automation Implementation: Develop and implement automation solutions using PowerShell, Python, or other scripting languages
• API Integration: Design and implement API integrations between systems to streamline workflows
• Technical Administration: Support and maintain translation management and other technology systems (memoQ, XTRF, etc.)
• Platform Integration: Manage integrations between translation platforms and other business systems
• Workflow Optimization: Support optimization of translation workflows through technology solutions

Technical Qualifications:

Required Experience & Education

• Experience: At least 3 years of hands-on experience troubleshooting support issues across various environments
• Education: Preferably a technical degree or equivalent experience in Computer Science or a related field

Required Technical Skills

• Core IT Skills:
  • Proficient with Microsoft 365, Intune, Active Directory, Defender, and Google Workspace
  • Skilled in troubleshooting end-user desktop problems
  • Knowledgeable about various hardware platforms
• Security & Compliance:
  • Experience with ISO 27001 implementation and maintenance
  • Understanding of information security frameworks (NIST, SOC 2)
  • Knowledge of privacy regulations (HIPAA, GDPR, CCPA)
• SQL query writing and database management
• Development & Scripting:
  • PowerShell scripting (intermediate level)
  • Python programming (basic to intermediate)
  • API development and integration experience
  • JSON/XML data handling
• Business Analysis:
  • Requirements gathering and documentation
  • Process mapping and workflow analysis
  • Vendor evaluation and comparison methodologies
  • Project coordination and stakeholder communication

Nice to Have:

• Advanced Technical Skills:
  • Familiarity with Azure, memoQ, XTRF
  • Experience with AI/LLM tools and implementations
  • REST API development
  • Database design and optimization
• Industry Experience:
  • Previous experience in a language service provider environment
  • Understanding of translation and localization workflows
  • Experience with Computer-Assisted Translation (CAT) tools

Personal Attributes:

• Problem-Solving: Excellent problem-solving skills and the ability to manage time effectively
• Communication: Fluency in speaking and writing in the English language is essential
• Team Player: Demonstrates the ability to work collaboratively within a team
• Customer Service: Maintains a strong customer service orientation to provide excellent support to end-users
• Adaptability: Ability to adapt to changing technologies and learn new systems quickly
• Detail-Oriented: Strong attention to detail for security compliance and data accuracy
• Analytical Thinking: Ability to analyze business processes and identify improvement opportunities
• Self-Motivated: Capable of working independently while managing multiple priorities

What We Offer:

• Unlimited PTO
• Fun extras, such as a monthly team fun hour (where we get together and play games and just hang out) and watercooler hour
• A diverse, welcoming work environment
• Opportunities for paid professional development and advancement
• Work from anywhere (as long as you have good internet)
• Regional meetup policy

Additional Information:

• This is a remote, full-time position as part of our team. You may be located anywhere in the world for this position, but must have good internet connectivity
• You must be willing to work US hours – 8:30 to 5:00 CST
• This role combines traditional IT support with specialized responsibilities in security, compliance, business intelligence, and process improvement
• The position offers growth opportunities

Join us at BURG Translations and be part of a company that values employee growth, client satisfaction, and innovation.

Please upload your CV and the results of these assessments:DISC Assessment andinternet speed test (click the links to access and take each one). Applicants who do not submit these results will not be considered.

Note: This job description is intended to provide a general overview of the position and is not exhaustive. Duties, responsibilities, and activities may change based on the needs of the organization.

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