Remote IT Support Specialist — End-User Tech & Security

Talentify; Peoria (IL); Remote; USD 46,000 - 50,000; Full time

Benefits offered by this job

Compressed 4 1/2-day work week (Half‑?

No monthly premium cost for employee医

Job summary

Illinois Mutual is seeking a Technical Support Specialist to provide advanced end-user IT support, manage tickets, and assist with security-related administration in a home-office environment.

You will troubleshoot moderately complex hardware and software issues, configure end-user devices, deploy OS and enterprise apps, mentor junior analysts, and contribute to knowledge base, onboarding, and system improvements.

Qualifications

• Associate Degree in Computer Science or Information Technology, or equivalent experience, with 2-4 years of practical experience.
• Relevant certifications preferred (e.g., CompTIA Network+, Security+, Microsoft 365 or Azure).
• Working knowledge of Active Directory and Azure AD (Entra ID) administration.
• Working knowledge of Microsoft Windows operating systems.
• Working knowledge of LAN/WAN networking and troubleshooting.
• Working knowledge of virtualization platforms.
• Experience with endpoint management and deployment tools.
• Ability to troubleshoot beyond documented procedures.
• Strong analytical and problem-solving skills.
• Ability to mentor junior technicians and document solutions.

Responsibilities

• Provide advanced support and general IT services to internal and external customers.
• Manage incoming contacts (calls, tickets, walk-ups), ensuring documentation, prioritization, and timely resolution of complex issues.
• Troubleshoot and resolve moderately complex hardware, software, and access-related issues.
• Perform advanced restorative actions to resolve recurring or escalated issues.
• Maintain ownership of assigned/escalated tickets to meet service metrics and SLAs.
• Identify trends and recurring issues and recommend solutions.
• Escalate complex incidents to senior-level support when necessary.
• Create and maintain detailed knowledge base documentation.
• Configure and support end-user devices, including troubleshooting performance issues.
• Deploy and support operating systems and enterprise applications.
• Support onboarding and offboarding processes with minimal supervision.
• Support hardware lifecycle management and system upgrades.
• Perform user and group administration including policy application.
• Support compliance with endpoint security standards.
• Investigate and escalate potential security issues.
• Follow and improve departmental processes and procedures.
• Participate in medium-complexity projects and system enhancements.
• Provide mentorship and guidance to other support analysts.
• Collaborate across IT teams to resolve cross-functional issues.
• Research and recommend tools, technologies, and improvements.
• Perform post-incident reviews and contribute to root cause analysis.

Skills

End-user support

Ticketing & resolution

Security administration

Mentoring

Documentation

Education

Associate Degree in Computer Science or Information Technology

Tools

Active Directory

Azure AD Entra ID

Windows OS

LAN/WAN networking

Virtualization

Endpoint deployment tools

Job description

Illinois Mutual is seeking a Technical Support Specialist to provide advanced end-user IT support, manage tickets, and assist with security-related administration in a home-office environment.

You will troubleshoot moderately complex hardware and software issues, configure end-user devices, deploy OS and enterprise apps, mentor junior analysts, and contribute to knowledge base, onboarding, and system improvements.