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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT support specialist - **Company:** Tidal Financial Group - **Location:** Oak Brook, IL, United States - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Artificial Intelligence, Microsoft Outlook, Collaborative Software, Disaster Recovery, Multi-Factor Authentication, Identity and Access Management, Issue Tracking Systems, Virtual Private Networks (VPN), Networking Basics, Windows PowerShell, Azure Active Directory, Phishing, Microsoft SharePoint, Wi-Fi Technology, Scripting, ServiceNow IT Service Management, Peripherals, Microsoft InTune, GPT - **Published:** August 6, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=bfcc2917683049d4 ## About the Role * 5+ years of IT support, help desk, desktop support, or similar technical support experience. * Strong troubleshooting skills across Microsoft 365, including Outlook, Teams, SharePoint, and OneDrive. * Experience supporting Entra ID (Azure AD), multi-factor authentication, and user identity management. * Familiarity with endpoint management platforms such as Intune, Rippling MDM, or similar solutions. * Experience working within a ticketing system (NinjaOne or similar) while managing priorities and meeting service levels. * Hands-on experience configuring laptops, supporting hardware, and troubleshooting peripherals and conference room technology. * Working knowledge of Wi-Fi, VPN, and basic networking concepts. * Strong written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical users. * Organized, dependable, and able to manage multiple priorities while working independently. * A proactive mindset with a commitment to ownership, continuous improvement, and collaborative problem solving. Preferred Qualifications: * Experience supporting technology in financial services or another regulated industry. * Experience with email security platforms such as Mimecast or similar tools. * Basic PowerShell or scripting experience. * Familiarity with SOC 2, business continuity, disaster recovery, or other IT compliance frameworks. * Relevant certifications such as CompTIA A+, Microsoft 365 Fundamentals, or similar. * Familiarity with AI tools such as ChatGPT or Claude and an interest in using them to improve troubleshooting, documentation, and operational efficiency. Physical Requirements: * Prolonged periods of sitting and working at a computer while providing technical support. * Frequent use of a computer, keyboard, mouse, telephone, and collaboration tools. * Ability to move throughout the office to provide desk-side technical support and deploy equipment. * Ability to lift, carry, and install laptops, monitors, docking stations, printers, and other IT equipment weighing up to 25 pounds. * Ability to bend, reach, kneel, and occasionally work under desks or behind workstations while installing or troubleshooting equipment. * Ability to remain focused while managing multiple support requests in a fast-paced environment. ## Description * Serve as the primary responder for incoming support requests through the IT ticketing system (NinjaOne). * Resolve day-to-day technical issues, including password resets, account unlocks, login assistance, software installation, printer setup, and general "how do I?" questions. * Triage, categorize, prioritize, and resolve support requests while meeting established service levels. * Escalate complex technical, identity, or networking issues to the System Administrator with thorough documentation and clear communication. Support Employee Connectivity and Productivity * Troubleshoot Wi-Fi, internet, VPN, and Microsoft 365 issues, including Outlook, Teams, SharePoint, and OneDrive. * Support conference room technology and Zoom or Microsoft Teams meeting issues. * Deliver friendly, responsive, and professional support that helps employees stay productive. Manage Devices and User Onboarding * Configure new hire laptops, perform device imaging, and coordinate equipment deployment. * Perform endpoint enrollment and compliance checks using Intune, Rippling MDM, or similar device management platforms. * Support the hardware lifecycle, including provisioning, inventory tracking, replacements, and device standards. * Partner with Human Resources and the broader IT team to support employee onboarding and offboarding activities. Support Identity and Access Management * Perform standard account provisioning and deprovisioning following established processes. * Troubleshoot front-line authentication and multi-factor authentication (MFA) issues. * Route elevated access requests, role changes, and non-standard configurations through established approval workflows. Promote Security and Continuous Improvement * Identify and report suspicious emails, phishing attempts, and potential security concerns. * Follow security policies and handle sensitive information with the professionalism expected in a regulated financial services environment. * Document troubleshooting steps, resolutions, and user communications within the ticketing system. * Contribute to internal documentation and knowledge articles in Notion, helping improve consistency and reduce repeat issues. * Identify recurring issues and recommend workflow or documentation improvements that strengthen the overall support experience. ## Related Videos - [ Evaluating AI models for code comprehension](https://www.wearedevelopers.com/videos/1462-evaluating-ai-models-for-code-comprehension) - [Passkeys: Truly Phishing-Resistant? Implementation and Pitfalls](https://www.wearedevelopers.com/videos/100156-passkeys-truly-phishing-resistant-implementation-and-pitfalls) - [JavaScript? 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