IT Technical Support Specialist

Column Technical Services; Chicago (IL); On-site; USD 62,000 - 86,000; Full time

Job summary

Column Technical Services is seeking an IT Technical Support Specialist to join an IT Shared Services team onsite at our Chicago headquarters. You will assist employees across seven remote locations, handling phones and email requests, and deliver hands-on troubleshooting in a fast-paced environment.

The ideal candidate has 4+ years in IT support, strong knowledge of Windows 10/11, Microsoft 365, and AD, and experience with ITSM tools.

Qualifications

• 4+ years of hands-on IT support experience.
• Associate degree or equivalent in IT or related field.
• Proficiency with Windows 10/11 in an enterprise environment.
• Experience with Microsoft 365, AD, and ITSM tools.

Responsibilities

• Resolve technical issues involving desktops, laptops, email, VPN and conferencing systems.
• Maintain, support, and upgrade hardware and software environments.
• Install, configure, and tailor new hardware and software to meet user needs.
• Perform root cause analysis and implement preventative solutions.
• Investigate and troubleshoot complex hardware and software issues for timely resolution.
• Provide phone and email assistance for Helpdesk escalations.
• Act as escalation point and collaborate with IT teams on cross-functional initiatives.
• Participate in on-call rotation to support incidents outside standard hours.
• Document incidents and solutions for knowledge base and audits.
• Coordinate with vendors/third parties for advanced product issues.

Skills

Strong communication and customer

Analytical problem-solving

Team collaboration

Ability to manage multiple priorities

Education

Associate degree or equivalent in IT or related field

Tools

Microsoft 365

Active Directory

ITSM tools (Freshservice/ServiceNow)

VPN and enterprise networking basics

Job description

Column Technical Services is seeking a motivated and skilled IT Technical Support Specialist to join an IT Shared Services team onsite for a well-established organization based in Chicago, IL. In this role, you will collaborate with a fast-paced team of support professionals to deliver IT services to employees via phone and virtual support at the Chicago headquarters and seven remote subsidiary locations. We're looking for a team player with strong technical expertise, excellent problem-solving skills, and a commitment to exceptional end-user support.

Applicants must reside in or near the Chicagoland area to work onsite in the office.

Key Responsibilities

• Resolve technical issues involving desktops, laptops, conference room systems, email, onboarding requests, and VPN connectivity.
• Maintain, support, and upgrade existing hardware and software environments.
• Install, configure, and tailor new hardware and software solutions to meet user and business needs.
• Diagnose and resolve desktop, communication, and configuration issues; perform root cause analysis on recurring problems and implement preventative solutions.
• Investigate and troubleshoot complex hardware and software issues, ensuring prompt and effective resolution.
• Support end users with advanced software functionality and resolve escalated issues from the helpdesk.
• Provide phone and email assistance for inquiries escalated by the Helpdesk team.
• Act as a point of escalation for technical issues, delivering hands-on troubleshooting when required.
• Partner with other IT teams to address complex challenges and contribute to cross-functional initiatives.
• Participate in an on-call rotation to support critical incidents outside of standard business hours.
• Maintain detailed documentation of incidents, solutions, and troubleshooting procedures.
• Work with vendors and third-party providers to resolve advanced product-related issues.
• Ensure proper setup, configuration, and ongoing maintenance of IT systems and equipment across corporate and remote locations.
• Stay current on emerging technologies and industry best practices to enhance team effectiveness.
• Oversee and track IT asset inventory, including hardware and software licenses, ensuring compliance with company policies.
• Assist in developing and refining IT policies, procedures, and standards.
• Communicate clearly and effectively with end users, team members, and stakeholders to ensure timely resolution of issues.
• Collaborate with IT leadership to support the development and execution of IT strategies and policies.
• Participate in or lead bridge calls for urgent or high-priority incidents when needed.

Qualifications

• 4+ years of hands-on experience in IT support, desktop support, or a similar technical support role
• Associate degree or equivalent combination of education and experience
• Strong experience supporting Windows 10/11 in an enterprise environment
• Proficiency with Microsoft 365, including user support, configuration, and troubleshooting
• Experience with Active Directory, including user account management, permissions, and access control
• Demonstrated ability to troubleshoot and resolve issues related to:
• Desktops and laptops
• VPN connectivity
• Email systems
• Printers and conference room technologies
• Solid understanding of hardware diagnostics, repair, and deployment
• Experience using ITSM / ticketing tools (e.g., Freshservice, ServiceNow, or similar)
• Ability to support both on-site and remote users in a hybrid work environment
• Strong problem-solving and analytical skills with the ability to perform root cause analysis
• Excellent communication and customer service skills, with the ability to support users at all levels of the organization
• Comfortable working in a fast-paced environment, managing multiple priorities
• Willingness to participate in an on-call rotation
• Experience supporting executive-level users

Nice to Have

• Experience supporting Citrix or other VDI environments
• Basic knowledge of networking concepts, including connectivity troubleshooting and cabling
• Exposure to ITIL or IT service management frameworks
• Familiarity with IT asset management and lifecycle tracking
• Experience working with vendors and third-party support teams
• Experience contributing to IT documentation, policies, or process improvements