Tier 1 IT Support Specialist — M365 & VPN Expert

1341 Guggenheim Partners Investment Management Holdings, LLC

Chicago (IL)

On-site

USD 81,000 - 99,000

Full time

2 days ago

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Job summary

1341 Guggenheim Partners Investment Management Holdings, LLC is seeking a Service Desk – Tier 1 Support Specialist for our Chicago office. You will be the first point of contact for employees facing technical challenges and will troubleshoot Microsoft 365, Dell desktops, and Cisco video conferencing equipment.

You will escalate to Tier 2 or MSP/MSSP when needed, maintain incident records, and help drive proactive IT monitoring.

Qualifications

Bachelor’s degree.
4+ year of experience in a detail-oriented IT support role.
Hands‑on experience with Microsoft 365 suite, including Outlook, Teams, SharePoint, OneDrive, and Azure.
Ability to troubleshoot complex issues and take preemptive action.
Strong communication skills with a focus on providing narratives to executives and end‑users.
Must have experience managing multiple projects with storytelling and buy‑in.

Responsibilities

Diagnose and resolve hardware, software, and network issues, including VPN and remote access.
Escalate unresolved issues to Tier 2 or MSP/MSSP with thorough documentation.
Monitor incidents and adhere to SLAs using ITSM tools (e.g., ServiceNow).
Manage user accounts, permissions, MFA, and RBAC provisioning.
Provide SaaS application support and coordinate upgrades with vendors and internal teams.
Maintain and improve the knowledge base with solutions and best practices.