Senior IT Systems Support Specialist

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

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