IT Support Technician: Fast, Friendly Tech Help

SPS North America; Chicago (IL); On-site; USD 31,000 - 44,000; Full time

Benefits offered by this job

Career Growth

Learning & Development

Bonuses

Paid Time Off

Benefits Package

Job summary

SPS North America is seeking an IT Support Technician in Chicago to serve as the primary point of contact for IT-related queries, ensuring timely responses and optimal system performance across user devices. The role emphasizes problem-solving, strong technical skills, and maintaining a professional service standard for clients and SPS employees.

You will troubleshoot hardware/software issues, manage tickets, and collaborate with local and remote teams to deliver high-quality IT support,

Qualifications

• High School Diploma (or equivalent) required. Preference in higher level degree preferably in Computer Science, Information Systems or equivalent program.
• 1-3 years prior IT work experience.
• IT certifications preferred such as ACMT, ACSP, ACTC MCP, CNA, CCNA, A+, Network+.
• Experience with Mac and PC computers.
• Ability to work assigned work hours determined by manager.
• Excellent organizational and time management skills.
• Analytical abilities and aptitude in problem-solving.
• Superb written and verbal communication skills.
• Current knowledge or ability to learn computer-based systems required for functions of position.

Responsibilities

• Analyzes issues and formulate solutions.
• Troubleshoots system, application and hardware issues.
• Ensures customer is updated on ticket progress.
• Works directly with customers to solve problems.
• Utilizes internal IT Knowledge Base to both provide and find solutions to known issues.
• Uses external information to research and resolve issues when needed.
• Consistently updates the ticket tracking system with status and fixes.
• Properly escalates issues to necessary parties as required.
• Performs routine system maintenance on laptops and desktops.
• Tracks computer assets according to organizational standards.
• Performs backups and restores.
• Performs configuration of hardware including drives, network interfaces, memory, processors, and peripherals.
• Performs installation and configuration of software including operating system, patches, and 3rd party products.
• Maintains established computer standards and participate in testing new standards
• Proactively seeks out additional work during downtime.
• Builds professional relationships with customers and other teams.
• Maintains professionalism and composure when interacting with all employees.
• Trains back-up and providing guidance on policies and procedures.
• Determines what additional support is needed when handling sensitive inquiries.
• Provides exceptional customer service to client.
• Provides reception or concierge (front of office) or mail (back of office) coverage as needed.
• Strong verbal and written English communication skills.
• Exemplary communication and follow-up skills.
• Knowledge and application uses for Mac and PCs.
• Hardware and Software knowledge/skills.
• Very strong technically, fix and handle more issues internally, engages with our vendors to schedule repairs, when necessary, continually visits the assigned spaces ensuring all equipment is up and running, willing to work after hours when sporadically asked.
• Anticipates ahead for potential issues, eyes and ears open for new IT opportunities, investigating new technology and raising it to attention of IT team leaders.
• Has excellent customer service skills, ability to understand the business and clearly relay in layman’s terms and build relationships.
• Ability to work independently or in a team environment.
• Ability to multi-task.
• Excellent presentation and interpersonal skills.
• Excellent written and oral communication skills.
• Strong interpersonal skills with heavy focus on customer service.
• Demonstrate sound written, oral and organizational skills.
• Collaborate with local and remote teams using provided tools.
• Consistently share solutions with peers.
• Comfortable training both small and large groups of people on new IT solutions.

Skills

IT support

Customer service

Mac & PC proficiency

Hardware knowledge

Software knowledge

English communication

Education

High School Diploma or equivalent

IT certifications (ACMT, ACSP, ACTC, MCP, CNA, CCNA, A+, Network+)

Tools

Mac OS

Windows OS

Troubleshooting tools

Job description

SPS North America is seeking an IT Support Technician in Chicago to serve as the primary point of contact for IT-related queries, ensuring timely responses and optimal system performance across user devices. The role emphasizes problem-solving, strong technical skills, and maintaining a professional service standard for clients and SPS employees.

You will troubleshoot hardware/software issues, manage tickets, and collaborate with local and remote teams to deliver high-quality IT support,