Support Specialist

BlueSky Resource Solutions; Rockford (IL); On-site; USD 42,000 - 64,000; Full time

Job summary

BlueSky Resource Solutions is seeking an IT Support Technician to provide first-level assistance to employees across the organization, using ticketing, email, phone, chat, and in person. You will troubleshoot PCs, printers, software, email, and connectivity; assist with Microsoft 365 apps and basic Active Directory tasks; and help with onboarding and device setup.

This role emphasizes customer service, strong communication, and the ability to learn new technologies while following security

Qualifications

• 1-3 years in IT support or help desk.
• Basic knowledge of Windows and business applications.
• Familiarity with Microsoft 365.
• Basic understanding of Active Directory or user management.
• Familiarity with mobile devices and basic MDM concepts.
• Strong troubleshooting and problem-solving skills.
• Good verbal and written communication skills.
• Strong customer-service mindset and willingness to help others.
• Ability to learn new technologies and follow established procedures.
• Ability to prioritize and manage multiple support requests.

Responsibilities

• Provide first-level technical support to users through the IT ticketing system, email, phone, chat, and in person.
• Troubleshoot common issues involving computers, printers, software, email, internet connectivity, and peripherals.
• Assist users with Microsoft 365 applications, including Outlook, Teams, Word, Excel, OneDrive, and SharePoint.
• Assist with basic Active Directory tasks such as password resets, account unlocks, and user/group changes.
• Assist with onboarding and offboarding employees, including computer setup, account access, and equipment preparation.
• Set up, configure, and troubleshoot Windows computers, laptops, monitors, printers, and other IT equipment.
• Assist with mobile device setup and troubleshooting using the organization's MDM platform.
• Assist with device enrollment, application installation, security settings, and basic MDM troubleshooting.
• Assist users with VPN, Wi-Fi, login, password, and other basic connectivity issues.
• Install and update approved software and applications.
• Document troubleshooting steps and resolutions in the IT ticketing system.
• Escalate issues that cannot be resolved at Tier I to the appropriate IT team member or vendor.
• Maintain a professional and helpful customer-service approach when working with employees.
• Assist with IT asset tracking, equipment inventory, and hardware replacement.
• Follow IT security policies and procedures when handling accounts, devices, and company information.
• Perform other general IT support duties as assigned.

Skills

Troubleshooting

Customer service

Communication

Time management

Learning agility

Education

CompTIA A+ certification

Tools

Windows OS

Microsoft 365

Active Directory

MDM/Intune

Networking basics

Job description

• Provide first-level technical support to users through the IT ticketing system, email, phone, chat, and in person.
• Troubleshoot common issues involving computers, printers, software, email, internet connectivity, and peripherals.
• Assist users with Microsoft 365 applications, including Outlook, Teams, Word, Excel, OneDrive, and SharePoint.
• Assist with basic Active Directory tasks such as password resets, account unlocks, and user/group changes.
• Assist with onboarding and offboarding employees, including computer setup, account access, and equipment preparation.
• Set up, configure, and troubleshoot Windows computers, laptops, monitors, printers, and other IT equipment.
• Assist with mobile device setup and troubleshooting using the organization's MDM platform.
• Assist with device enrollment, application installation, security settings, and basic MDM troubleshooting.
• Assist users with VPN, Wi-Fi, login, password, and other basic connectivity issues.
• Install and update approved software and applications.
• Document troubleshooting steps and resolutions in the IT ticketing system.
• Escalate issues that cannot be resolved at Tier I to the appropriate IT team member or vendor.
• Maintain a professional and helpful customer-service approach when working with employees.
• Assist with IT asset tracking, equipment inventory, and hardware replacement.
• Follow IT security policies and procedures when handling accounts, devices, and company information.
• Perform other general IT support duties as assigned.

Qualifications

• 1-3 years of experience in IT support, help desk, desktop support, or a related role.
• Basic knowledge of Windows computers and common business applications.
• Familiarity with Microsoft 365 applications.
• Basic understanding of Active Directory or user account management.
• Familiarity with mobile devices and basic MDM concepts.
• Strong troubleshooting and problem-solving skills.
• Good verbal and written communication skills.
• Strong customer-service mindset and willingness to help others.
• Ability to learn new technologies and follow established procedures.
• Ability to prioritize and manage multiple support requests.

Preferred Qualifications

• CompTIA A+ or other entry-level IT certification.
• Some experience with Microsoft 365, Active Directory, or Intune/MDM.
• Experience working with an IT ticketing system.
• Basic understanding of networking concepts such as Wi-Fi, VPN, DNS, and DHCP.
• Some hands‑on experience setting up or troubleshooting computers and mobile devices.

Key Skills

Technical: Windows, Microsoft 365, Active Directory, MDM/Intune, basic networking, hardware/software troubleshooting, printers, and mobile devices.

Professional: Customer service, communication, troubleshooting, organization, teamwork, attention to detail, and willingness to learn.