Technical Support Specialist 1

Sourcebooks; Naperville (IL); On-site; USD 32,000 - 34,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Health Savings Account (HSA)

401(k)

Paid time off

Disability insurance

Life/AD&D insurance

Job summary

Sourcebooks is seeking a detail-oriented IT Technical Support Specialist, Level I, to join our Naperville team. You will be the first point of contact for staff IT needs, handling email, Teams, tickets, and in-person support while documenting troubleshooting steps and solutions.

You’ll converse with the IT team and other departments on projects, provide user training, host webinars, and contribute to our knowledge base. Onsite 5 days a week, with potential hybrid after 90 days.

Qualifications

• This role requires at least 1 year in a 300+ user Active Directory environment with Microsoft 365.
• Solid understanding of IT hardware and software for Windows and macOS platforms.
• Excellent written and verbal communication and strong documentation skills.
• Ability to work independently and in teams with strong prioritization in a fast-paced setting.
• Familiarity with asset management and project-tracking tools is a plus.

Responsibilities

• Provide frontline IT support via email, Teams, tickets, and in person.
• Diagnose and resolve common technical issues; document steps and solutions.
• Support a mixed Windows and macOS environment and maintain knowledge base.
• Lead IT orientations, user training, and moderate company webinars and meetings.
• Record time spent on tasks and contribute to IT projects and improvements.
• Assist with onboarding and set up of new user computers and workstations.
• Collaborate across departments to meet company goals and maintain service levels.

Skills

Active Directory

Microsoft 365

Windows

macOS

Customer service

Communication

Documentation

Training

Team collaboration

Tools

Monday.com

Smartsheet

Asset management tools

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 a first point of contact for staff IT needs, responding to support requests across email, Teams, tickets, and in person. You’ll diagnose and resolve everyday technical issues, document troubleshooting and solutions, contribute to our knowledge base, conduct IT orientations and user training, and support company webinars and meetings.

You’ll also collaborate with the IT team and other departments on projects and process improvements while continuing to develop your technical skills and knowledge of current and emerging technologies.

This position is based in Naperville and is onsite 5 days per week, with the opportunity to move to a hybrid schedule after 90 days.

This is an hourly, non-exempt position with a pay range of $23.00–$25.00 per hour. 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 fair and competitive compensation that aligns with both the position and the candidate’s qualifications.

What you’ll do:

• Provide frontline IT support to staff via email, Teams, tickets, and in person
• Diagnose and resolve common technical issues, including password resets, account lockouts, software errors, and connectivity problems
• Support a mixed Windows and macOS environment
• Accurately document support interactions and all steps taken during the troubleshooting process
• Prioritize tickets and tasks based on impact and urgency, research solutions for unfamiliar issues, and document solutions for future reference
• Provide thorough solutions that meet established service levels and customer satisfaction standards
• Set up and moderate webinars, company meetings, and conferences
• Conduct IT orientations for new hires, providing guidance on company technology, security policies, and systems access
• Provide user training on company applications and security best practices
• Create and maintain internal and user-facing knowledge base articles for commonly reported issues
• Record time spent on support tasks, tickets, projects, and walk-up interactions
• Serve as backup for setting up new user computers and workstations during onboarding
• Lead or contribute to IT projects, including knowledge base expansion, user training documentation, orientation improvements, and IT process improvements
• Track assigned project work and complete projects according to established deadlines
• Collaborate with the Support Team, IT, and other departments to help achieve company goals
• Continue developing your technical skills and knowledge of current and emerging technologies
• Maintain a positive, courteous, helpful, and approachable attitude while building collaborative relationships across the company
• Perform other duties as assigned
• An appreciation for books and publishing is a plus!

What you bring:

• Minimum of 1 year of experience working in a 300+ user Active Directory environment with Microsoft 365
• Strong understanding of IT hardware and software, including Windows and macOS
• Excellent communication, organizational, planning, documentation, and writing skills
• Ability to work independently and collaboratively as part of a team
• Ability to manage multiple priorities in a fast-paced environment
• Strong customer-service mindset and willingness to research and learn unfamiliar technologies
• Experience with asset management and asset tracking tools is a plus
• Familiarity with project-tracking tools such as Monday.com and Smartsheet is a plus
• Certifications such as A+, Network+, Security+, ITIL, ASCP, or Microsoft certifications are a plus

Physical requirements: Must be able to bend, twist, and lift up to 25 lbs.

Why Sourcebooks?

Sourcebooks is a thriving entrepreneurial publisher driven by our mission to change lives through books. The fifth-largest publisher in the U.S. by print units sold, we bring extraordinary authors to readers in dynamic, data-driven ways, leading to hundreds of national and international bestsellers. Our insight-driven approach has earned us recognition from Fast Company as a Most Innovative Company, a Best Workplace for Innovators, a Most Loved Workplace by Newsweek, a Best Workplace by Inc., and Publishers Weekly’s nod as “the most successful self-made publisher operating in the 21st century.” Story by story, book by book, we have changed more than 300 million lives. Join us as we change 300 million more!

Full-time employees are eligible for our comprehensive benefits program. Our range of benefits includes, but is not limited to, Medical/Prescription Drug Insurance, Dental, Vision, Health Care and Dependent Care Flexible Spending Accounts, 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.