Job Description
Join our award-winning IT support team as a Senior Help Desk Specialist in the heart of Chicago! We're seeking a tech-savvy professional to deliver exceptional remote-first support to our dynamic workforce. Enjoy flexible work arrangements while making tangible impact in a collaborative, growth-oriented environment. 100% remote-friendly with occasional on-site collaboration in our downtown Chicago hub.
Responsibilities
- Diagnose and resolve complex hardware/software issues across Windows/macOS environments
- Manage ticket queues via ServiceNow with SLA compliance
- Implement cybersecurity protocols for endpoint devices
- Train staff on new software deployments and best practices
- Document SOPs and knowledge base articles
- Collaborate with network/security teams on incident resolution
- Monitor system health via Splunk/PagerDuty dashboards
Qualifications
- 3+ years enterprise-level help desk experience
- CompTIA A+/Network+ certifications required
- Proficiency in Active Directory, SCCM, and Intune
- Strong scripting skills (PowerShell/Bash)
- Experience with ITIL v4 processes
- Excellent written/verbal communication skills
- Ability to work autonomously in remote settings
- Bachelor's degree in IT or related field preferred