Senior IT Support Specialist

CFS; Chicago (IL); Hybrid; USD 85,000 - 100,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401(k)

PTO

Professional Development

Job summary

CFS in Illinois is hiring a Senior IT Support Specialist to lead end-user support across corporate and field operations. You will serve as the highest escalation point, mentor staff, and drive improvements in IT service management and user experience.

Responsibilities include incident/change management, advanced MS 365 and endpoint support, and coordinating IT projects with vendors. A Bachelor's degree and 5+ years in IT support are required; ITIL knowledge and certifications are a plus.

Qualifications

• Bachelor's degree in CS/IT or related field.
• 5+ years in IT support, service desk, or IT operations.
• Strong experience with Microsoft 365, Windows, endpoint support, and enterprise applications.
• Professional experience with ITSM frameworks and ITIL practices.
• Proven ability to resolve escalated technical issues.
• Strong communication and stakeholder management skills.

Responsibilities

• Serve as the primary escalation point for complex technical issues and critical incidents.
• Support and manage ITIL processes including Incident, Problem, and Change Management.
• Provide advanced support for Microsoft 365, endpoints, enterprise applications, and identity management.
• Mentor and provide technical guidance to junior IT staff.
• Analyze service metrics and drive continuous improvement
• Align IT services with business and operational needs.
• Lead and support IT projects and vendor relationships.
• Develop and maintain service catalogs, support models, and SLAs.
• Drive automation, self-service, and process optimization initiatives.
• Manage device lifecycle activities.

Skills

IT Support

ITIL

Microsoft 365

Endpoint support

Enterprise apps

Communication

Stakeholder management

Mentor staff

Automation

Education

Bachelor's Degree in Computer Science or IT

Tools

ServiceNow

Jira Service Management

ITSM platforms

Microsoft 365 admin

Job description

Senior IT Support Specialist | No Sponsorship Available

Job Details - Senior IT Support Specialist

Compensation: $85,000 - $100,000

Work Environment: Hybrid (4 Days Onsite)

Location: Rosemont, IL

Benefits: Medical, Dental, Vision, 401(k), PTO, Professional Development

Overview - Senior IT Support Specialist

Our client is seeking an experienced Senior IT Services Specialist to lead end-user support and service delivery across corporate and field operations. This individual will serve as the highest point of technical escalation, mentor support staff, and drive continuous improvement across IT service management, user experience, and operational efficiency.

Key Responsibilities - Senior IT Support Specialist

• Serve as the primary escalation point for complex technical issues and critical incidents.
• Support and manage ITIL processes including Incident, Problem, and Change Management.
• Provide advanced support for Microsoft 365, endpoints, enterprise applications, and identity management.
• Mentor and provide technical guidance to junior IT staff.
• Analyze service metrics and drive continuous improvement
• Align IT services with business and operational needs.
• Lead and support IT projects and vendor relationships.
• Develop and maintain service catalogs, support models, and SLAs.
• Drive automation, self-service, and process optimization initiatives.
• Manage device lifecycle activities.

Required Qualifications - Senior IT Support Specialist

• Bachelors Degree in Computer Science, Information Technology, or related field
• 5+ years of IT Support, Service Desk, Desktop Support, or IT Operations experience.
• Strong experience with Microsoft 365, Windows, endpoint support, and enterprise applications.
• Proffessional experience with ITSM frameworks and ITIL practices.
• Proven ability to resolve escalated technical issues.
• Strong communication and stakeholder management skills.

Preferred Qualifications - Senior IT Support Specialist

• ITIL certification.
• Microsoft certifications.
• Experience with ServiceNow, Jira Service Management, or similar platforms.
• Experience supporting distributed or field-based organizations.