IT Technical Support Specialist, Senior

Lawson Products; Chicago (IL); On-site; USD 73,000 - 88,000; Full time

Benefits offered by this job

401k with matching

Vision, dental and medical benefits

Paid holiday and PTO

Job summary

Lawson Products is seeking a Senior Technical Support Specialist to ensure proper IT technical support for end users and to manage hardware/software across local and remote sites. The role covers system administration, desk-side and remote support, and acts as the second/third line escalation for the outsourced first-level helpdesk.

Based at our Chicago, IL headquarters with a full-time in-office schedule, you will deploy and support desktops, laptops, Windows devices, and tablets, while

Qualifications

• Associate's degree in computer science required, bachelor’s preferred, plus at least 5 years’ experience in a technical support environment.
• This job requires travel up to 5% out-of-state and occasional trips to McCook, IL.
• Windows 11 expertise.
• Solid knowledge of Microsoft Office 365 administration.
• Advanced knowledge of Active Directory users and computers administration.
• Experience administering antivirus and malware software.
• Experience administering end‑point management tools.
• Experience supporting Cisco VPN, telecom and voice administration.
• Advanced Microsoft Office product support experience.
• Strong documentation skills.
• Ability to travel to remote offices, including international.

Responsibilities

• Plans, implements, monitors, and supports corporate hardware and software infrastructure.
• Deploys, administers, and supports desktop PCs, laptops, Windows and Android tablets.
• Performs advanced system and user administration for the entire organization.
• Installs software and peripheral equipment onto corporate workstations.
• Manages OS and software upgrades, printers, drivers, etc.
• Provides tier two and three support for incidents and requests escalated by the IT helpdesk.
• Resolves complex end-user requests for installs and diagnoses.
• Coordinates with other IT groups and vendors.
• Consults with Business Analysts to explain software errors.
• Engages vendors to ensure proper hardware/software functioning.
• Logs and tracks issues using problem-management software.
• Prepares standard reports to obtain departmental metrics.
• Analyzes incident reports and reduces incident rate.
• Recommends and delivers new technical solutions.
• Tests software and hardware for usability.
• Maintains documentation and procedures.
• Creates knowledge/self-help documents for the help desk.
• Writes user job-aids and training materials.
• Communicates documentation and notifications related to IT changes.
• May train users on software/hardware.
• Additional duties as assigned.

Skills

Strong communication

Customer service

Documentation

Prioritization

On-call availability

Education

Associate's degree in CS

Bachelor's degree preferred

Tools

Active Directory

Office 365

Windows 11

VPN administration

Job description

Since 1952, Lawson Products has worked hard to make our customers' jobs easier by improving their operational efficiency, productivity and overall performance. As a leader in the MRO industry, we partner with customers to make sure they have the right maintenance and repair parts on hand when needed.

We’re looking for a Senior Technical Support Specialist responsible for ensuring proper IT technical support, allowing end users to accomplish their business tasks. This role supports local and remote PC and mobile hardware and software, via direct or remote contact with the hardware and/or the end user, as well as performing network system administration. This position serves as the second-level escalation support to a third-party outsourced first-level helpdesk.

Our corporate headquarters is located in Chicago, IL. This role operates on a full-time work model with employees spending five days working in the office.

We offer 401k plus vision, dental and medical benefits, as well as a paid holiday and PTO package.

Responsibilities

• Plans, implements, monitors, and supports corporate hardware and software infrastructure.
• Deploys, administers, and supports corporate and remote office desktop PCs, laptops, Windows and Android tablets.
• Performs advanced system and user administration for the entire organization.
• Installs software and peripheral equipment onto corporate workstations.
• Manages and installs appropriate operating system and software upgrades, patches, printers, drivers, etc.
• Provides tier two and three support for incidents and requests escalated by the IT helpdesk.
• Resolves complex, end-user requests for installs, problem diagnoses, and equipment repairs, performing hands‑on fixes, including software/ hardware installation and upgrades.
• Coordinates support and develops solutions with the other IT groups (BAs, Network, Development) as well as vendors.
• Consults with Business Analysts and developers to explain software errors and recommend changes to programs.
• Engages vendors to ensure proper functioning of hardware and software, escalating issues to vendors to request service regarding defective products and compliance.
• Logs and tracks issues using problem‑management software.
• Prepares standard statistical reports to obtain departmental support metrics.
• Analyzes and evaluates incident reports and makes recommendations to reduce incident rate.
• Recommends, implements, and delivers new technical solutions.
• Tests software and hardware to evaluate ease of use and determine if product will aid user in performing work.
• Tests new versions of any software.
• Maintains documentation and system procedures collectively with the support team.
• Creates and maintains knowledge and self‑help documents for the help desk.
• Writes and maintains user job‑aids, training manuals and procedures.
• Communicates documentation, materials, and notification emails related to IT system changes, upgrades and availability.
• May perform basic user training for certain software/hardware.
• Additional duties as assigned.

Qualifications & Requirements

• Associate's degree in computer science required, bachelor's degree preferred, plus at least 5 years' experience in a technical support environment providing support to users, or an equivalent combination of education and experience.
• This job requires up to 5% out-of-state travel as required, as well as occasional travel to our McCook, IL facility.
• Windows 11 operating system expertise
• Solid administration knowledge of Microsoft Office 365
• Advance knowledge of Active Directory users and computers administration tool experience
• Requirement to learn and support proprietary applications
• Experience administering anti-virus and malware software
• Experience administering end‑point management software and tools
• Experience supporting Cisco VPN, telecom and voice administration
• Advanced application support experience with Microsoft Office products
• Working knowledge of a range of PC diagnostic utilities
• Strong written/oral communication and interpersonal skills
• Exceptional customer service skills and customer interaction abilities
• Strong documentation skills
• Ability to conduct research into a wide range of computing issues as required
• Highly self‑motivated and directed
• Ability to effectively prioritize and execute tasks in a high‑pressure environment
• On Call availability
• Ability to travel to remote offices, including international
• Flexibility to work nights/weekends to facilitate hardware/software upgrades or corporate moves
• Basic SQL server backup and operational support is a plus.
• Microsoft Certifications (CCNA, MCP, MCSE) are highly desirable.
• ITIL v4 Foundations Certification is a plus.
• Ability to lift and carry up to 50 pounds (The job requires the ability to lift and move certain pieces of computer hardware including PCs, monitors, servers, printers and other pieces of office equipment.)

Our salary range for this role is $73,400 - $88,040 including a full benefits package.

Lawson Products is an Equal Opportunity Employer of women, minorities, protected veterans and individuals with disabilities.