IT Support Specialist

Job Description

Job Description

Title: Information Technology Support Specialist I

Employment Type: Contract, 6+ months

Compensation Range: $20.00 - $25.00 per hour

Location: Elgin, Illinois

Work Schedule: Onsite

Industry: E-commerce Retail Distribution

Company Overview

This organization is a global direct-to-consumer e-commerce retailer specializing in health and wellness products, operating high-volume fulfillment and distribution centers alongside corporate office functions. The technology team supports endpoint infrastructure, device lifecycle management, and secure access across warehouse and administrative environments.

Position Summary

The Information Technology Support Specialist performs analytical, technical, and administrative work in the planning and installation of new and existing personal devices and workstations; diagnoses and resolves problems in response to customer reported incidents; confers with end users to determine types of hardware and software required; installs new hardware and software and maintains existing components; trains end users in the use of equipment and software; performs general maintenance tasks; troubleshoots and resolves issues with user devices and peripheral equipment located throughout the organization; prepares progress reports for all work performed; evaluates products for compatibility, expandability, and ease of use and support; recommends to management the support or nonsupport of evaluated products.

Key Responsibilities

· Provide first level customer service and technical support to all end-users for hardware and software systems

· Address incoming incidents and requests via ticket management system, chat, and email in a professional manner

· Diagnose, research, and resolve routine end-user issues following established troubleshooting protocols and escalate when necessary

· Assist with developing and enforcing hardware and software standards

· Install software on new or existing devices in accordance with standard procedures

· Image, test, install, and configure application programs on Microsoft, Apple, and Google endpoints

· Assist in the setup and removal of equipment and devices

· Maintain accurate hardware and software inventory and perform audits as needed

· Perform preventative maintenance within defined guidelines

· Troubleshoot common network and application issues and coordinate resolution

· Onboard and offboard personnel including equipment shipment coordination

· Assist users with system access and MFA setup

· Translate technical information to non-technical end users and monitor incidents through resolution

· Train users on new devices and technologies

· Maintain documentation including knowledge bases, internal processes, and training materials

· Maintain confidentiality of information processed, stored, or accessed

· Assist and interact with hardware and software vendors

· Participate in team meetings and on-call support as needed

Required Qualifications

· Proven work experience as a desktop or helpdesk support technician or engineer

· At least 2 years of experience supporting macOS and iOS operating systems in an enterprise environment

· At least 2 years of experience supporting Windows operating systems in an enterprise environment

· Experience with standard helpdesk ticketing tools such as Jira

· Knowledge of computer and network systems, applications, procedures, and troubleshooting techniques

· Strong verbal and written communication skills

· Ability to organize resources and establish priorities

· Ability to learn and support new systems and applications

Preferred Qualifications

· Experience with Microsoft Intune, JAMF, OKTA, Google Workspace, or Samsung Knox

· Experience with patch management and software distribution tools

· Experience with scripting using Bash or PowerShell

· Associate’s degree or equivalent experience

· Experience executing technical infrastructure refresh projects