IT Support Specialist

Title: Information Technology Support Specialist I

Employment Type: Contract 6 months

Compensation Range: $20.00 - $25.00 per hour

Location: Elgin Illinois

Work Schedule: Onsite

Industry: E-commerce Retail Distribution

Company Overview

This organization is a global direct-to-consumer e-commerce retailer specializing in health and wellness products operating high-volume fulfillment and distribution centers alongside corporate office functions. The technology team supports endpoint infrastructure device lifecycle management and secure access across warehouse and administrative environments.

Position Summary

The Information Technology Support Specialist performs analytical technical and administrative work in the planning and installation of new and existing personal devices and workstations; diagnoses and resolves problems in response to customer reported incidents; confers with end users to determine types of hardware and software required; installs new hardware and software and maintains existing components; trains end users in the use of equipment and software; performs general maintenance tasks; troubleshoots and resolves issues with user devices and peripheral equipment located throughout the organization; prepares progress reports for all work performed; evaluates products for compatibility expandability and ease of use and support; recommends to management the support or nonsupport of evaluated products.

Key Responsibilities

Provide first level customer service and technical support to all end-users for hardware and software systems

Address incoming incidents and requests via ticket management system chat and email in a professional manner

Diagnose research and resolve routine end-user issues following established troubleshooting protocols and escalate when necessary

Assist with developing and enforcing hardware and software standards

Install software on new or existing devices in accordance with standard procedures

Image test install and configure application programs on Microsoft Apple and Google endpoints

Assist in the setup and removal of equipment and devices

Maintain accurate hardware and software inventory and perform audits as needed

Perform preventative maintenance within defined guidelines

Troubleshoot common network and application issues and coordinate resolution

Onboard and offboard personnel including equipment shipment coordination

Assist users with system access and MFA setup

Translate technical information to non-technical end users and monitor incidents through resolution

Train users on new devices and technologies

Maintain documentation including knowledge bases internal processes and training materials

Maintain confidentiality of information processed stored or accessed

Assist and interact with hardware and software vendors

Participate in team meetings and on-call support as needed

Required Qualifications

Proven work experience as a desktop or helpdesk support technician or engineer

At least 2 years of experience supporting macOS and iOS operating systems in an enterprise environment

At least 2 years of experience supporting Windows operating systems in an enterprise environment

Experience with standard helpdesk ticketing tools such as Jira

Knowledge of computer and network systems applications procedures and troubleshooting techniques

Strong verbal and written communication skills

Ability to organize resources and establish priorities

Ability to learn and support new systems and applications

Preferred Qualifications

Experience with Microsoft Intune JAMF OKTA Google Workspace or Samsung Knox

Experience with patch management and software distribution tools

Experience with scripting using Bash or PowerShell

Associates degree or equivalent experience

Experience executing technical infrastructure refresh projects