Desktop Support Technician
Job Location:
McHenry, IL - USA
Monthly Salary:
Posted on:
Vacancies:
Job Summary
Company Overview:
Everything we do is for educators. Were partnering with them to advance a bold vision for education that boosts district performance and student success. At Follett Software we empower educators across roles with technology that streamlines processes and manages information and resources to improve their schools increase student success and drive the future of education. We believe that by empowering educators to amplify their impact on students lives we can change the world. Our goal and mission is to drive the future of education. We are inspired by educators to deliver transformative technology. Our innovative connected solutions simplify challenges and offer a seamless and intuitive experience.
POSITION SUMMARY |
We are looking for a Desktop Support Technician to join our team in McHenry IL. This is a hands-on hybrid role for someone early in their IT career who is eager to learn grow and build a strong foundation in end-user support. The person in this role will support employees across in-office remote and global environments helping with hardware software SaaS applications account access device setup troubleshooting and day-to-day technical issues. We are looking for someone who enjoys helping people likes solving problems and wants to keep building their technical skills. This role also requires someone who is comfortable supporting AI tools used across the business and has experience in using AI to work more efficiently solve problems faster and improve the support experience. The right candidate brings a strong work ethic a service-first mindset curiosity and the ability to grow in a fast-moving environment. |
POSITION SCOPE |
Responsibilities Provide day-to-day desktop and end-user support for employees across in-office remote and global environments Install configure test maintain and troubleshoot laptops monitors mobile devices printers peripherals operating systems and other end-user technology Research and resolve hardware software operating system network audio/video and application issues in a timely and accurate manner Support SaaS applications user accounts permissions password resets and onboarding/offboarding tasks Assess needs for new tools functions and software applications and recommend improvements to existing systems and workflows Help support collaboration productivity and AI tools used across the organization including basic troubleshooting and user adoption support for approved AI tools and workflows Use AI tools appropriately in daily work to improve troubleshooting research documentation knowledge sharing and issue resolution Create and maintain clear documentation for applications configurations support processes issue resolution and knowledge articles Prepare reports instructions and user-facing documentation as needed to support consistent operations and end-user understanding Serve as a liaison between employees and vendors by helping coordinate installations issue resolution and follow-up Help ensure employees understand company policies and best practices related to the use of computers networks internet access and business systems Partner with internal teams to improve the employee support experience maintain asset tracking and device standards and escalate more complex issues when needed while keeping stakeholders informed Other duties as assigned |
QUALIFICATIONS |
2-4 years of experience in desktop support technical support help desk or a similar IT support role CompTIA A and/or Network certification strongly preferred Strong customer service mindset with a helpful professional and responsive approach Experience supporting users in a SaaS-based environment Experience working with remote distributed and global teams Working knowledge of Windows and common desktop productivity tools Comfort troubleshooting a wide range of end-user technology issues Familiarity with identity and access tools endpoint management ticketing systems and common collaboration platforms Exposure to AI-enabled workplace tools or experience helping users adopt new technology Strong communication skills and the ability to explain technical issues in plain language Organized dependable and able to manage multiple support requests effectively Eager to learn open to feedback and motivated to grow within IT support and operations |
WORK ENVIRONMENT |
This is a hybrid role based out of McHenry IL with three (3) days per week in the office required. Only open to candidates currently located in the United States and able to work without sponsorship. Remote work requires a suitable space that provides a private and quiet workplace. Work hours and schedules are set to accommodate the requirements of the position and the needs of the organization and may be adjusted as needed. |
PHYSICAL REQUIREMENTS |
Perform tasks in a home office environment with frequent virtual meetings communications and interruptions requiring effective time management and prioritization. Prolonged sitting with sustained visual focus on digital screens requiring the ability to interact at a typical working distance. Frequent use of keyboard and mouse involving repetitive hand movements and fine motor skills for typing navigating and handling materials. Occasionally adjust position or move within the workspace to reach retrieve or access items involving bending twisting or reaching and occasionally lifting or carrying items weighing up to 20 pounds. Travel requirements: Minimal (less than 10%) |
This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. However this job description is not intended to be an exhaustive list of qualifications skills efforts duties responsibilities or working conditions associated with the position. Duties responsibilities and activities may change at any time with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.
EEO
Follett Softwareprovides equal employment opportunities to applicants and employees without regard to race color religion sex sexual orientation gender identity national origin protected veteran status or disability. We are committed to providing reasonable accommodations to among others individuals with disabilities and disabled veterans. If you are interested in applying for employment and need assistance or an accommodation in the application process due to a disability please contact us by email and let us know the nature of your request and your contact information.
CCPA Notice for California Residents: Experience:
IC
About Company
Powerful tools that simplify the complex work of running schools and districts. Get the support, community, and answers you need in one place.
