Technical Support Analyst

SNtial Technologies, Inc.; Chicago (IL); On-site; USD 52,000 - 78,000; Full time

Job summary

SNtial is seeking a Technical Support Analyst for on-site, telephone, and remote technology support in Chicago, IL. Initial six-month contract-to-hire with potential conversion to full-time at client discretion.

The role includes image deployment, Active Directory, Microsoft 365, and HIPAA risk considerations, supporting on-site and satellite sites with occasional after-hours coverage.

Qualifications

• Associate degree or higher in Information Systems or a related field.
• At least three years of technical support or help-desk experience, preferably within an education or healthcare environment.
• Microsoft Certified Professional, CompTIA A+, or an equivalent or higher certification.
• A bachelor’s or advanced degree may be considered in place of the certification requirement.
• Relevant professional certifications may be considered in place of degree requirements at the hiring manager’s discretion.
• Experience troubleshooting local and network-related computer and printer issues.
• Experience using remote support tools such as Dameware, Remote Desktop, or VNC.
• Experience with desktop image deployment tools and/or Windows Server Update Services.
• Experience supporting mobile and IoT devices.
• Strong technical troubleshooting and problem-solving abilities.
• Ability to manage competing priorities in a fast-paced environment.
• Ability to work independently with minimal supervision.
• Strong interpersonal, organizational, and customer-service skills.
• Excellent written and verbal communication skills.

Responsibilities

• Provide telephone, on-site, and remote technical support to faculty, staff, and students.
• Perform Level 1 and Level 2 troubleshooting and problem analysis.
• Monitor, manage, and proactively update support tickets.
• Support client-side hardware and software connected to the organization’s infrastructure.
• Complete technology setups for new hires, relocations, and terminations.
• Create and maintain computer and user accounts in Active Directory.
• Provision and troubleshoot Microsoft 365 email accounts.
• Maintain an understanding of current and planned Group Policies.
• Create and maintain workstation images using Windows Deployment Services.
• Support virtual desktop infrastructure and other virtual environments.
• Provide remote support using Citrix, VPN, Remote Desktop, or similar tools.
• Assist with testing software releases, upgrades, patches, and system changes.
• Maintain an accurate inventory of technology assets.
• Provide one-on-one training for organizational applications.
• Support mobile and Internet of Things devices.
• Perform basic network troubleshooting, including switches.
• Help procure equipment needed to support information systems.
• Create and maintain employee and student identification cards.
• Identify and report potential HIPAA risks.
• Document completed work and maintain internal system documentation.
• Develop support-desk procedures and training materials.
• Support patch management and monthly maintenance activities.
• Participate in technology projects.
• Provide after-hours and non-workday support when required.
• Participate in 24/7 support-desk coverage rotations.
• Perform other duties as assigned.

Skills

Active Directory

Microsoft 365

Remote support

Troubleshooting

Citrix

VPN

Dameware

Remote Desktop

VNC

Group Policy

Education

Associate degree in Information Systems or related field

Tools

Dameware

Remote Desktop

VNC

Windows Deployment Services

Windows Server Update Services

Job description

Employment Type: Six-Month Contract-to-Hire

Classification: Exempt

Reports To: Network and Systems Administrator

ABOUT SNTIAL

SNtial is an Inc. 5000 technology consulting and talent solutions firm that helps organizations strengthen their technology capabilities, modernize operations, and build high-performing teams. SNtial is conducting this confidential search on behalf of one of our valued clients.

The selected candidate will initially work as an SNtial consultant for approximately six months. Following the six-month contract period, the individual may be eligible to convert to a permanent, full-time position with the client based on performance, organizational needs, and mutual agreement.

POSITION OVERVIEW

Our client is seeking a Technical Support Analyst to provide on-site, telephone, and remote technology support. This individual will resolve Level 1 and selected Level 2 issues involving computers, mobile devices, printers, applications, and related technology.

The position extends beyond basic break/fix support and includes technology training, desktop image creation and management, issue triage, system documentation, and support for ongoing technology projects.

This is an on-site position located in Chicago, Illinois 60616. Candidates must have reliable transportation and be able to travel efficiently between the organization’s primary location and satellite sites.

KEY RESPONSIBILITIES

• Provide telephone, on-site, and remote technical support to faculty, staff, and students.
• Perform Level 1 and Level 2 troubleshooting and problem analysis.
• Monitor, manage, and proactively update support tickets.
• Support client-side hardware and software connected to the organization’s infrastructure.
• Complete technology setups for new hires, employee relocations, and terminations.
• Create and maintain computer and user accounts in Active Directory.
• Provision and troubleshoot Microsoft 365 email accounts.
• Maintain an understanding of current and planned Group Policies.
• Create and maintain workstation images using Windows Deployment Services.
• Support virtual desktop infrastructure and other virtual environments.
• Provide remote support using Citrix, VPN, Remote Desktop, or similar tools.
• Assist with testing software releases, upgrades, patches, and system changes.
• Maintain an accurate inventory of technology assets.
• Provide one-on-one training for organizational applications.
• Support mobile and Internet of Things devices.
• Perform basic network troubleshooting, including switches.
• Help procure equipment needed to support information systems.
• Create and maintain employee and student identification cards.
• Identify and report potential HIPAA risks.
• Document completed work and maintain internal system documentation.
• Develop support-desk procedures and training materials.
• Support patch management and monthly maintenance activities.
• Participate in technology projects.
• Provide after-hours and non-workday support when required.
• Participate in 24/7 support-desk coverage rotations.
• Perform other duties as assigned.

REQUIRED QUALIFICATIONS

• Associate degree or higher in Information Systems or a related field.
• At least three years of technical support or help-desk experience, preferably within an education or healthcare environment.
• Microsoft Certified Professional, CompTIA A+, or an equivalent or higher certification.
• A bachelor’s or advanced degree may be considered in place of the certification requirement.
• Relevant professional certifications may be considered in place of degree requirements at the hiring manager’s discretion.
• Experience troubleshooting local and network-related computer and printer issues.
• Experience using remote support tools such as Dameware, Remote Desktop, or VNC.
• Experience with desktop image deployment tools and/or Windows Server Update Services.
• Experience supporting mobile and IoT devices.
• Strong technical troubleshooting and problem-solving abilities.
• Ability to manage competing priorities in a fast-paced environment.
• Ability to work independently with minimal supervision.
• Strong interpersonal, organizational, and customer-service skills.
• Excellent written and verbal communication skills.

PHYSICAL AND SCHEDULING REQUIREMENTS

• Ability to lift up to 50 pounds.
• Ability to stand for extended periods.
• Ability to work in cooler data-center environments.
• Ability to work outside normal business hours when required.
• Ability to participate in 24/7 support rotations.
• Must own or have permanent access to a reliable vehicle.
• Regular and reliable attendance is required.

CONTRACT-TO-HIRE ARRANGEMENT

This position is structured as an initial six-month contract assignment through SNtial. At the conclusion of the contract period, the successful candidate may be considered for conversion to a permanent, full-time position with the client.

• Conversion will be based on successful performance, continued business need, budget approval, and mutual agreement among the candidate, client, and SNtial.