IT Support Specialist II

Shorr Packaging Corp.; Aurora (IL); On-site; USD 41,328 - 45,460; Full time

Benefits offered by this job

ESOP – Together, We Own It!

Medical, dental, vision insurance

401K plan with matching

Generous PTO

Team based employee owner culture

Job summary

Shorr Packaging Corp. is seeking an IT Support Specialist II to deliver advanced technical support to end users, acting as an escalation point for complex service desk issues.

The role spans endpoint, network, and collaboration tech, with responsibilities in system administration tasks and process improvement. You will perform root cause analysis, troubleshoot hardware and connectivity issues, and manage onboarding/offboarding of employees, including role changes.

Qualifications

• Associate degree or equivalent experience, or 3 to 5 years of relevant professional experience or training.
• Active Directory Administration (including user/computer management, DNS, DHCP).
• M365 and Entra ID support and administration.
• Citrix.
• VOIP phone system experience.

Responsibilities

• Serve as an escalation point for complex service desk calls and trouble tickets.
• Provide advanced onsite, remote, and phone-based support.
• Perform root cause analysis.
• Troubleshoot advanced hardware and connectivity issues.
• Onboarding and offboarding new and terminated employees, including role changes within the organization.
• Administer Microsoft 365 services, Intune endpoint management, Active Directory/Entra ID.
• Maintain asset lifecycle management and standardization.
• Support multi-factor authentication tools including but not limited to Microsoft MFA.
• Maintain asset tracking and IT inventory.
• Provide support for members of the Service Desk team ranging from complex technical solutions, building critical thinking, and guiding execution of daily duties.
• Contribute to the development of the Service Desk's ticket management platform including developing and enhancing self-help guides and knowledge articles to improve support operations.
• Support Citrix/VDI, Windows environments, disaster recovery activities, documentation, and mentor IT Support Specialist I staff.

Skills

Endpoint troubleshooting

Active Directory administration

Troubleshooting complex service desk

Onboarding/offboarding

Technical documentation

Education

Associate degree or equivalent experience

Tools

Microsoft 365

Intune

Entra ID

Citrix

Job description

Together, We Own it! Start your employee owner journey with Shorr Packaging.

This role is responsible for providing advanced technical support to end users and serves as an escalation point for complex service desk issues. The IT Support Specialist II performs deeper analysis and troubleshooting across endpoint, network, and collaboration technologies, assists with system administration tasks, and contributes to continuous improvement of IT support processes.

Responsibilities

• Serve as an escalation point for complex service desk calls and trouble tickets.
• Provide advanced onsite, remote, and phone-based support.
• Perform root cause analysis.
• Troubleshoot advanced hardware and connectivity issues.
• Onboarding and offboarding new and terminated employees, including role changes within the organization.
• Administer Microsoft 365 services, Intune endpoint management, Active Directory/Entra ID.
• Maintain asset lifecycle management and standardization.
• Support multi-factor authentication tools including but not limited to Microsoft MFA.
• Maintain asset tracking and IT inventory.
• Provide support for members of the Service Desk team ranging from complex technical solutions, building critical thinking, and guiding execution of daily duties.
• Contribute to the development of the Service Desk's ticket management platform including developing and enhancing self-help guides and knowledge articles to improve support operations.
• Support Citrix/VDI, Windows environments, disaster recovery activities, documentation, and mentor IT Support Specialist I staff.

Requirements

• Associate degree or equivalent experience, or 3 to 5 years of relevant professional experience or training.
• Windows Server 2016/2019/2022, Windows 11.
• Active Directory Administration (including user/computer management, DNS, DHCP).
• Laptop/Desktop hardware troubleshooting.
• Apple iOS; Android.
• M365 and Entra ID support and administration.
• Citrix.
• VOIP phone system experience.
• Mobile device management (including mobile phones and tablets using Intune).
• Corporate anti-virus management.
• Endpoint network connectivity, VPN and multi-factor authentication workflows.
• Technical documentation.

Compensation

The base pay range for this role is $30 - $33 per hour.

Shorr Packaging does not provide work authorization sponsorship for this position.

Shorr Benefits

• Employee Stock Ownership Plan (ESOP) - Together, We Own It!
• Comprehensive Employee Benefits: Medical, dental, vision and other insurance coverages.
• Generous PTO with vacation, sick and floating holidays.
• 401K plan plus matching.
• Team based Employee Owner company culture.

Shorr Packaging Corp is an equal-opportunity employer. It is the policy of Shorr Packaging Corp to afford full Equal Employment Opportunity, and all applicants will receive consideration for employment without regard to protected veteran status or disability status or any other legally protected status.