Technical Support Specialist

The Technical Support Specialist provides technical support for end-user technologies, resolving moderately complex issues while ensuring effective client service and security-related administration. Focuses on improving operational processes, supporting performance metrics, and contributing to system enhancements. Works independently with minimal supervision and assists with onboarding and technical initiatives., Support / Monitoring

• Provide advanced support and general IT services to internal and external customers
• Manage incoming contacts (calls, tickets, walk-ups), ensuring accurate ticket documentation, prioritization, and timely resolution of more complex issues
• Troubleshoot and resolve moderately complex hardware, software, and access-related issues
• Perform advanced restorative actions to resolve recurring or escalated issues
• Maintain ownership of assigned / escalated tickets to ensure service metrics and SLAs are met
• Identify trends and recurring issues and recommend solutions
• Escalate complex incidents to senior-level support when necessary
• Create and maintain detailed knowledge base documentation

Client Services

• Configure and support end-user devices, including troubleshooting performance issues
• Deploy and support operating systems and enterprise applications
• Support onboarding and offboarding processes with minimal supervision
• Support with hardware lifecycle management and system upgrades

Security

• Perform user and group administration including policy application
• Support compliance with endpoint security standards
• Investigate and escalate potential security issues

Other

• Follow and improve departmental processes and procedures
• Participate in medium-complexity projects and system enhancements
• Provide mentorship and guidance to other support analysts
• Collaborate across IT teams to resolve cross-functional issues
• Research and recommend tools, technologies, and improvements
• Perform post-incident reviews and contribute to root cause analysis

• Associate Degree in Computer Science or Information Technology, or equivalent experience, with 2-4 years of practical experience.

• Relevant certifications (e.g., CompTIA Network+, Security+, Microsoft 365 or Azure certifications) preferred
• Working knowledge of Active Directory and Azure AD (Entra ID) administration
• Working knowledge of Microsoft Windows operating systems
• Working knowledge of LAN/WAN networking and troubleshooting
• Working knowledge of virtualization platforms
• Experience with endpoint management and deployment tools
• Ability to troubleshoot beyond documented procedures
• Strong analytical and problem-solving skills
• Ability to mentor junior technicians
• Strong communication and documentation skills
• Ability to work independently in a fast-paced environment
• Strong attention to detail and organizational skills
• Ability to work effectively in a team-oriented environment, * Accountability (1)
• Continuous Learning (2)
• Customer Focus (2)
• Integrity (1)
• Organizational Awareness (1)
• Teamwork (2)

Pulled from the full job description

• Tuition reimbursement
• Health insurance
• Paid time off
• Vision insurance
• Dental insurance
• Disability insurance
• Paid holidays, At Illinois Mutual, our culture is built around our four core values. These values shape how we operate and define our expectations of each team member’s contributions:
• Be honest, reliable and respectful
• Think of other first
• Work together to create results
• Stand out with personal, caring service, Benefits Overview: We strive for our employees to feel appreciated and supported, both professionally and personally. Our comprehensive benefit and discount package that meets a variety of needs is one way we demonstrate this. Some of our most admired benefits include:
• Compressed 4 1/2-day work week (Half-Day Fridays)
• No monthly premium cost for employee medical, life and disability insurance coverage
• Paid time-off accrual, including annual rollover; and paid holidays
• Competitive 401(k) plan with immediate vesting on Company contributions
• Discounted on-site employee cafeteria
• On-site exercise facility and company-provided exercise time
• Tuition reimbursement and training incentives
• Access to voluntary dental and vision insurance coverage