Lead IT Support Engineer

Ports North; Northbrook (IL); On-site; USD 70,000 - 90,000; Full time

Job summary

A national consumer goods organization seeks an experienced Sr. IT Support Technician to provide comprehensive support for corporate technologies. Responsibilities include hardware/software support, project leadership, and maintaining key business relationships. The ideal candidate will demonstrate excellent communication and customer service skills, with a focus on high-quality support.

Qualifications

• 8+ years experience in IT Support in enterprise or retail environment.
• Strong skills in End User Support, Windows 11, Mac.

Responsibilities

• Provide all levels of support for hardware and software.
• Lead technology projects and upgrades.
• Ensure timely completion of incidents and work orders.

Skills

End User Support

Windows 11

Mac

MDM Software

Scripting

Communication

Customer Service

Education

Bachelor’s degree

Job description

SR. IT SUPPORT TECH
A national consumer goods organization is seeking an experienced Sr. IT Support Technician to join their established team. The Sr. IT Support Tech will provide all levels of support (L1 – L3) for key technologies for the Corporate office: all desktops and laptops (windows and Mac), onboarding new associates – laptop provisioning, project work and upgrades and able to support conference rooms, printers, etc. The ideal Sr. IT Support Technician will be able to provide high quality/high touch white-glove service and support. Excellent communication skills are required.

Responsibilities

• Provide all levels of support for hardware and software
• Lead technology projects/upgrades.
• Complete and close incidents and work orders in a timely manner
• Update incidents and service requests within agreed response times
• Keep coworkers informed of the status of their tickets
• Ensure follow-up is performed
• Meet all productivity and quality goals as measured by the department
• Establish, develop, and maintain key business relationships at assigned location(s)
• Drive resolution of systemic issues related to all facets of technology including: hardware, software, network, telephony, application, etc.
• Ensure that all phases of technology support including installations, upgrades, hardware, software, peripherals, etc. are
• properly coordinated, monitored, tracked, and resolved for corresponding location.
• Escalate critical issues appropriately.

Requirements

• 8+ years experience of progressive IT Support experience and responsibility providing support in an enterprise or retail environment
• Bachelor’s degree preferred or comparable work experience
• Very strong skills in End User Support, Windows 11, Mac, and use of MDM Software (preferably WorkspaceOne)
• Experience providing support to conference rooms, printers, and miscellaneous devices/software
• Scripting experience is a plus
• Ability to work autonomously with minimal supervision
• Strong attention to detail and interpersonal skills
• Communicate effectively and efficiently with all company associates and business units including executive leadership
• Good written and verbal language skills
• Excellent customer service skills