IT Support Technician - I

CISO Global is seeking a motivated IT Support Technician, IT Help Desk Support, to join our Secure Managed Services team. This position is primarily remote but requires the candidate to be located in the Chicago area and available for occasional onsite support at customer locations.

As an IT Support Technician, you will serve as the first point of contact for inbound technical support requests and play an important role in delivering fast, professional service to our customers. This role focuses heavily on answering incoming support calls, triaging new tickets, providing first-level technical support, documenting work clearly, and escalating issues when needed.

Approximately 90% of this role will be remote service desk support. Approximately 10% may require onsite support in the Chicago area, including assisting with workstation issues, basic network connectivity troubleshooting, equipment swaps, cabling checks, device setup, wireless testing, and acting as hands onsite while working with remote engineers.

This position is ideal for someone who enjoys solving problems, working in a fast-paced support environment, communicating with customers, and taking ownership of issues from the moment they are reported through resolution or escalation., Inbound Support and Ticket Triage

• Answer incoming support calls across assigned queues
• Actively monitor and work tickets in the "New" status queue
• Provide timely first response in accordance with SLA expectations
• Quickly assess issues and determine appropriate troubleshooting or escalation paths
• Communicate clearly and professionally with end users and customer contacts

End-User Technical Support

• Deliver Level I troubleshooting for desktops, laptops, mobile devices, printers, and basic network connectivity issues
• Assist users with password resets, account lockouts, MFA issues, application errors, and basic system configuration
• Support Windows, Android, macOS, and Microsoft 365 environments
• Troubleshoot Outlook, Teams, OneDrive, VPN, printer, Wi-Fi, and basic connectivity issues
• Guide end users through technical solutions in a clear and professional manner

Ticket Management and Escalation

• Accurately document troubleshooting steps, updates, and resolutions in the ticketing system
• Maintain strong ticket hygiene, including correct statuses, detailed notes, and time entries
• Escalate issues to higher-tier engineers when appropriate, with clear documentation and troubleshooting details
• Communicate professionally with customers regarding ticket status, next steps, and resolution timelines
• Follow up with users to confirm resolution and prevent tickets from stalling

Queue Health and Proactive Support

• Review and advance open tickets during downtime to maintain queue health
• Follow up with customers to confirm resolution or gather additional information
• Identify recurring issues and communicate trends to senior engineers for long-term resolution
• Demonstrate ownership of assigned tickets and ensure issues continue moving toward resolution
• Use internal documentation and prior ticket history to troubleshoot efficiently

Chicago Area Onsite Support

• Travel onsite to Chicago-area customer locations when needed
• Assist with workstation setup, device swaps, hardware troubleshooting, and peripheral support
• Perform basic cabling checks, port testing, wireless testing, and equipment validation
• Take pictures, gather onsite details, and relay accurate information to remote engineers
• Assist remote engineers by serving as hands onsite for firewall, switch, wireless, workstation, or connectivity troubleshooting
• Represent CISO Global professionally while onsite with customers
• Maintain reliable transportation and availability for scheduled onsite visits
• All traveling expenses are reimbursed.

Security and Tool Awareness

• Support company-standard security and management tools
• Follow documented processes and security best practices in all work performed
• Maintain awareness of potential security concerns and escalate appropriately
• Support endpoint security, patching, and remote management processes as directed

• Minimum of 3 years of experience in IT support, help desk, desktop support, field support, or a similar technical support role required.
• Prior help desk, desktop support, field support, or MSP experience is strongly preferred
• Experience supporting end users by phone, email, remote tools, or onsite is preferred
• Experience working in a ticket queue is preferred
• Relevant education, certifications, or hands-on technical experience will also be considered

Technical Skills

• Familiarity with Windows 10 and Windows 11 operating systems
• Basic understanding of Microsoft 365, Outlook, Teams, OneDrive, and SharePoint
• Basic understanding of Active Directory or Entra ID is preferred
• Foundational knowledge of networking concepts such as DNS, DHCP, VPN, Wi-Fi, and IP addressing
• Basic hardware troubleshooting experience for laptops, desktops, docking stations, printers, and peripherals
• Exposure to RMM tools, remote support tools, or ticketing systems is a plus
• Ability to follow technical direction from remote engineers while onsite

Soft Skills

• Strong verbal and written communication skills
• Professional phone presence and customer-first mindset
• Ability to manage multiple tasks and prioritize effectively in a fast-paced support environment
• Strong attention to detail and follow-through on assigned work
• Self-motivated with a proactive approach to learning and problem solving
• Comfortable working both remotely and onsite with customers when needed
• Professional appearance and demeanor when representing CISO Global at customer locations

Certifications

Industry-related certifications are a plus but not required.

Examples include:

• Relevant education or degree
• CompTIA A+
• CompTIA Network+
• CompTIA Security+
• Microsoft Fundamentals certifications, * Do you have MSP / MSSP work experience?
• How many years experience do you have in an IT Support / Help Desk type role?
• Are you available occasionally to be hands onsite for some of our customers in the Chicago, IL area?
• Are you able to lift and move up to 50lbs.?

Work Location: Hybrid remote in Chicago, IL 60603

Pulled from the full job description

• Health insurance
• Paid time off
• Vision insurance
• Dental insurance
• Life insurance, * Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Pay: $50,000.00 - $60,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance