IT Support Specialist, Hybrid in Chicago, IL

Next Step Systems; Chicago (IL); Hybrid; USD 65,000 - 80,000; Full time

Job summary

Next Step Systems is seeking an IT Support Specialist to act as the in-house technician for a 70+ employee firm. The role involves resolving hardware, software, and connectivity issues, coordinating with vendors, and driving IT improvements in a hybrid office in Chicago.

The candidate will support desktops, laptops, printers, and phones, manage tickets, deploy equipment, and help with SOC-2 and cybersecurity tasks, with occasional after-hours work.

Qualifications

• Bachelor’s degree in Computer Science or IT-related field or equivalent experience.
• 1+ years IT experience with client, server, and network service delivery.
• 2+ years networking concepts such as TCP/IP, DNS, DHCP, Wi-Fi, VPN, MFA, and network shares.
• 2+ years troubleshooting in multi-user environments.
• 2+ years in a professional environment.
• 2+ years PC and MAC troubleshooting.
• Working knowledge of Windows, macOS, Microsoft 365, and Entra ID.
• CompTIA, Cisco/CCNA, Linux certifications are a plus.

Responsibilities

• Troubleshoot and resolve hardware, software, and connectivity issues on desktops, laptops, printers and phones.
• Collaborate with IT Manager to manage tickets, projects with vendors.
• Respond to helpdesk tickets and document steps taken and resolution.
• Install, configure, and deploy new equipment and software.
• Repair, replace, or escalate faulty equipment and coordinate warranty or vendor support.
• Maintain IT asset inventory and lifecycle in asset-management or RMM system.
• Set up and prepare new computers and phones for existing and new employees.
• Track equipment check-in and check-out for new hires and departures.
• Monitor stock levels of spare equipment and notify for replenishment.
• Assist in routine networking hardware projects including cabling and APs.
• Work with external IT providers to ensure infrastructure availability.
• Interact with management for analytical and technical IT improvements.
• Develop policies and processes related to data and network security.
• Identify root causes of operational issues and inefficiencies.
• Support SOC-2 and other cybersecurity assessments.
• Assist paralegals/attorneys with discovery projects as needed.
• Commit to confidentiality; perform duties as assigned.
• In-office presence via a hybrid model, with occasional after-hours and weekend work.

Skills

Desktop support

Networking concepts

Windows

macOS

Microsoft 365

Active Directory

Entra ID

VPN

RMM tools

Atera

Ninja One

Education

Bachelor’s degree in Computer Science or IT-related field

Tools

Atera

Ninja One

Active Directory

Microsoft Entra ID

Job description

IT Support Specialist, Hybrid in Chicago, IL

• Full-time
• Compensation: USD 65,000 - USD 80,000 - yearly

Serve as an in-house IT Support Specialist for a growing 70+-employee, resolving user-specific and fundamental networking issues, managing relationships with external IT vendors, suggesting and implementing technology-related business-improvement projects, and troubleshooting and solving straightforward problems that do not require SOPs.

This is an office job but may include local, domestic, or international travel when needed (see above).

This is a hybrid position with at least 4 full days in the office per week, with one pre-approved remote day. Plus, weekends and evenings as needed for emergencies or after-hours issues. Travel for work and PTO is included as in-office.

IT Support Specialist Responsibilities:

• Troubleshoot and resolve hardware, software, and connectivity issues on desktops, laptops, printers and phones.
• Work with IT Manager to manage relationships, tickets, and projects with IT vendors.
• Respond to helpdesk tickets and document the problem, steps taken, and resolution
• Install, configure, and deploy new equipment and software.
• Repair, replace, or elevate faulty equipment and coordinate warranty claims or vendor support.
• Maintain the IT asset inventory in the firm's asset-management or RMM system, including asset tags and serial numbers, assignments, locations, purchase and warranty dates, and status (in use, in stock, retired).
• Set up and prepare new computers and phones for existing and new employees.
• Track equipment check-in and check-out for new hires, transfers, and departures.
• Monitor stock levels of spare equipment, parts, and accessories, and notify the IT Manager when replenishment is needed.
• Assist in routine networking hardware projects, including but not limited to cabling and installation of network access points and routers.
• Work with external IT providers to ensure that infrastructure networking and computing systems remain available.
• Interact with management and staff to provide analytical and technical assistance for continuous improvement of IT solutions (including but not limited to automating data collection or entry, website design, and basic coding/scripting).
• Work with the IT team to maintain or create policies, procedures, and processes (e.g., items relating to data and network security, hardware/software usage, and selection and replacement of computing equipment).
• Work with the IT team to identify root causes of operational issues and process inefficiencies.
• Compile materials and responses regarding SOC-2 and other cyber security assessments.
• Assist paralegals and attorneys with occasional discovery projects, including e-discovery projects and source code reviews.
• Commitment to maintaining firm and client confidentiality as required.
• Perform duties as required or assigned that are reasonably within the scope of the above mentioned duties.
• In-office presence via a hybrid work model, requiring occasional after-hours and weekend work.

IT Support Specialist Qualifications:

• Bachelor’s degree in Computer Science or IT-related field or equivalent experience.
• 1+ years of IT experience with client, server, and network service delivery.
• 2+ years of experience with networking concepts such as TCP/IP, DNS, DHCP, Wi-Fi, VPN environments, MFA, and networked file shares.
• 2+ years of experience in troubleshooting in a multi-user environment.
• 2+ years of experience in a professional environment.
• 2+ years of experience in PC and MAC troubleshooting.
• Working knowledge of Windows and macOS, Microsoft 365, and Active Directory/Microsoft Entra ID.
• Experience with Remote Monitoring and Management (RMM) or remote support tools like Atera, Ninja One is a plus.
• Industry-relevant certifications such as CompTIA, Network+, Cisco/CCNA, Linux are a plus.
• Law firm experience is a plus.

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