Information Technology Support Technician

Corporate Imaging Concepts (CIC) is seeking a proactive and customer-focused IT Support Technician to support the technology systems that power our business. This role serves as the first point of contact for application, hardware, and system-related issues across the organization and escalates complex issues to the IT infrastructure and application teams., Accounts & Access

• Manage access requests for shared mailboxes, distribution groups, SharePoint, and OneDrive.
• Process access changes, including access to a departed employee’s mailbox or files, following the approval process set by the IT Infrastructure & Security Manager.

Ticket & Application Support

• Monitor, prioritize, troubleshoot, and resolve support tickets in accordance with established service levels.
• Investigate and resolve user access issues for CIC business applications.
• Escalate application defects and system issues to software vendors and internal development teams.
• Assist with software updates and workstation upgrades.
• Maintain application support documentation, knowledge base articles, and troubleshooting guides.

Ticket Triage & Escalation

• Triage incoming tickets, gather details, and route application and e-commerce issues to the application team.
• Escalate infrastructure, security, and complex hardware issues to the IT Infrastructure & Security Manager.
• Work with Customer Service, Account Management, and Operations to keep employees informed on ticket status.

Hardware & End-User Support

• Provide Level 1 support for desktops, laptops, printers, scanners, mobile devices, and peripheral equipment, escalating to the IT Infrastructure & Security Manager as needed.
• Install, configure, maintain, and troubleshoot hardware and software.
• Set up and deploy equipment for new hires and support employee onboarding and offboarding activities.
• Manage hardware inventory, software licensing, and asset tracking.
• Provide on-site support in Northbrook and remote support for employees at other locations.

Systems & Network Support

• Support Microsoft 365, user accounts, permissions, email, and collaboration tools.
• Assist with Active Directory administration, password resets, MFA, account provisioning, and user access management.
• Monitor system health and escalate infrastructure or security issues when necessary.
• Support network connectivity troubleshooting including wireless, VPN, printing, and workstation issues.
• Assist with backup verification and business continuity tasks as directed.

Process Improvement & Documentation

• Document support procedures, standard operating processes, and technical resolutions.
• Analyze ticket trends to identify opportunities for automation and process improvements.
• Assist with training employees on systems, applications, and best practices.

The ideal candidate combines strong technical troubleshooting skills with excellent customer service and communication abilities. They thrive in a fast-paced environment, enjoy solving problems, and are passionate about delivering a seamless technology experience for CIC employees., * One to three years of help desk or technical support experience.

• CompTIA A+ certification or equivalent experience.
• Experience troubleshooting web-based applications and business systems.
• Strong understanding of Windows operating systems, Microsoft 365, and end-user computing support.
• Excellent analytical, problem-solving, and troubleshooting skills.
• Strong verbal and written communication skills.
• Ability to prioritize multiple tasks and manage competing deadlines.

Preferred

• Experience supporting e-commerce platforms, web stores, or promotional products industry systems.
• Familiarity with ERP systems, inventory management platforms, or order processing applications.
• Knowledge of Active Directory and Azure.

• Medical, Dental, and Vision Insurance
• Life Insurance
• 401(k)
• Paid Time Off
• Hybrid Work Environment
• Professional Development Opportunities