IT Support Tech II: Windows, macOS & 365 Expert (Onsite)

Claires; Rosemont (IL); On-site; USD 50,000 - 55,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401(k) match

Bonus program

Job summary

Claire’s is seeking an IT Support Technician – Level 2 to provide hands-on technical support for end users and endpoint devices, imaging, configuring, deploying, and supporting Windows PCs and Apple MacBooks across Rosemont and Elgin locations.

The role requires experience with Active Directory (on-premises), Microsoft Entra ID, and the Microsoft 365 ecosystem, plus strong problem-solving and customer service skills. Onsite work in Rosemont with travel to Elgin may be required.

Qualifications

• Associate’s degree in information technology, computer science, or equivalent.
• 3+ years of experience in a desktop support, service desk, or endpoint support role.
• Experience imaging and configuring Windows PCs and Apple MacBooks.
• Hands-on experience with: Active Directory (on-premises).
• Microsoft 365 administration and support.
• Experience supporting Windows 10/11 and macOS environments.
• Strong knowledge of Microsoft Office and Microsoft 365 applications.
• Experience with endpoint troubleshooting, hardware support, and software deployment.
• Familiarity with ticketing and incident management systems.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent verbal and written communication skills.
• Valid driver's license and ability to travel between Rosemont and Elgin locations.

Responsibilities

• Image, configure, deploy, and maintain Windows laptops, desktops, and Apple MacBooks.
• Perform device provisioning, software installation, system updates, and hardware upgrades.
• Configure user profiles, security settings, and standard corporate applications.
• Maintain endpoint inventory and asset management records.
• Assist with device lifecycle management, including deployment, replacement, and retirement.
• Provide Level 2 technical support for end users in person, remotely, and over the phone.
• Troubleshoot and resolve hardware, software, operating system, and application issues.
• Diagnose and resolve account access, authentication, and connectivity problems.
• Escalate complex issues to appropriate technical teams when necessary.
• Document incidents, resolutions, and support activities within the ticketing system.
• Support users across the Microsoft 365 platform: Outlook, Teams, OneDrive, SharePoint Online, Office apps.
• Troubleshoot email, collaboration, file-sharing, and licensing issues.
• Assist with user onboarding, offboarding, and account administration.
• Administer and support user accounts within Active Directory (on-premises).
• Manage user permissions, group memberships, password resets, and account provisioning.
• Support hybrid identity environments and authentication-related issues.
• Triage user-reported issues and determine root cause.
• Troubleshoot business applications and coordinate with application owners or vendors when necessary.
• Prioritize incidents based on business impact and urgency.
• Ensure timely resolution of support requests while maintaining high customer satisfaction.
• Provide onsite support primarily in Rosemont, IL; travel to Elgin as needed.

Skills

Active Directory

Microsoft 365

Windows support

macOS support

End user support

Ticketing systems

Troubleshooting

Education

Associate’s degree in information technology, computer science, or equivalent

Tools

Intune

Entra ID

Job description

Claire’s is seeking an IT Support Technician – Level 2 to provide hands-on technical support for end users and endpoint devices, imaging, configuring, deploying, and supporting Windows PCs and Apple MacBooks across Rosemont and Elgin locations.

The role requires experience with Active Directory (on-premises), Microsoft Entra ID, and the Microsoft 365 ecosystem, plus strong problem-solving and customer service skills. Onsite work in Rosemont with travel to Elgin may be required.