Technical Support Specialist 1

Sourcebooks; Naperville (IL); Hybrid; USD 60,000 - 80,000; Full time

Job summary

A leading publishing company is seeking an IT Technical Support Specialist, Level I in Naperville. This role involves providing frontline IT support and troubleshooting various technical issues. The ideal candidate should have experience in a large Active Directory environment and a strong knowledge of both Windows and macOS systems. This position offers a competitive hourly wage and the potential for hybrid work after training.

Benefits

Medical/Prescription drug insurance

Dental insurance

401(k) plan

Qualifications

• Minimum 1 year of experience in a 300+ user Active Directory environment with Office 365.
• Strong technical knowledge of Windows and macOS hardware and software.
• Excellent communication, organization, planning, and documentation skills.

Responsibilities

• Provide frontline IT support via email, Teams, tickets, and in-person.
• Troubleshoot password resets, account lockouts, software issues, and connectivity problems.
• Document all support interactions and troubleshooting steps.

Skills

Technical knowledge of Windows and macOS

Excellent communication skills

Organizational skills

Ability to work independently

Knowledge of asset management tools

Education

1 year in an Active Directory environment

Job description

We’re looking for a detail-oriented, service-minded IT Technical Support Specialist, Level I to join our dynamic IT team. In this frontline role, you’ll be the first point of contact for staff IT needs, handling support requests across email, Teams, tickets, and in-person. You'll diagnose and resolve everyday technical issues, contribute to documentation and knowledge bases, conduct IT orientations, and support company webinars and meetings. You'll also engage in ongoing training and project work to help keep our systems and users operating at their best.

This position is 5 days/week in Naperville with the opportunity to move to hybrid after 90 days.

This is a hourly, non-exempt position with a range of $23.00 - $25.00/hourly. We determine starting pay based on a thorough evaluation of job-related factors, including geographic location, market conditions, relevant experience, training, and education. This process ensures a fair and competitive salary that aligns with both the company and the candidate’s qualifications.

What you’ll do:

• Provide frontline IT support via email, Teams, tickets, and in-person
• Troubleshoot password resets, account lockouts, software issues, and connectivity problems
• Accurately document all support interactions and troubleshooting steps
• Support a mixed Windows and macOS environment
• Prioritize tickets based on urgency and impact; research and log solutions
• Set up and moderate webinars, company meetings, and conferences
• Conduct IT orientations for new hires, covering systems, policies, and security
• Maintain and contribute to internal and user-facing knowledge base articles
• Record time spent on support tasks, tickets, and walk-ups
• Serve as backup in setting up new user workstations for onboarding
• Lead or contribute to projects such as knowledge base expansion, user training documentation, and IT process improvement
• Maintain a helpful and approachable attitude and build collaborative relationships
• Must love books!

What you bring:

• Minimum 1 year of experience in a 300+ user Active Directory environment with Office 365
• Strong technical knowledge of Windows and macOS hardware and software
• Excellent communication, organization, planning, and documentation skills
• Ability to work independently and collaboratively across departments
• Familiarity with asset management and tracking tools is a plus
• Certifications such as A+, Network+, Security+, ITIL, ASCP, or Microsoft are a plus
• Physical requirements: Must be able to bend, twist and lift 25lbs

Why Sourcebooks?
At Sourcebooks, books change lives is more than just our mission. It’s the reason we do what we do every day. Just ask the 500 million+ readers we've reached so far. We put authors at the heart of everything we do, blending creativity with deep insights and data to break new ground. Our innovative approach has earned us recognition as Newsweek’s #2 Most Loved Workplace, a Best Workplace by Inc., and an innovation leader by Fast Company twice. Publishers Weekly named us “by far the most successful self-made publisher operating in the 21st century,” and in 2025 we received the Book Industry Study Group’s highest honor for “redefining what it means to be a book publisher in the 21st century.”

Ready to Apply:
Please submit your resume, salary requirements and a cover letter detailing your relevant experience and interest in this role. Applications without a cover letter will not be considered. Show us your passion and creativity — we’re looking for someone who’s as enthusiastic about this opportunity as we are!

Full-time employees are eligible for our comprehensive benefits program. Our range of benefits include, but are not limited to, Medical/Prescription drug insurance, Dental, Vision, Health Care, Dependent Care, Flexible Spending Account, Health Savings Account, 401(k), Short and Long-Term Disability Insurance, Life/AD&D Insurance, and generous paid time off.

Sourcebooks values the array of talents and perspectives that a diverse workforce brings. All qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status.