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The Technical Support Lead in this direct hire role in Chicago, IL will serve as the primary point of contact for all technical support requests related to desktop and end user computing, conference room A/V equipment, and software applications. This individual will demonstrate exceptional customer service and communication skills and a passion for supporting our users and working with a wide range of technologies. They will possess strong analytical and troubleshooting skills and efficiently prioritize and resolve support requests while completing assigned project work to meet the needs of the business.

• 5 days in the office / week
• On-call rotation, priority support and security events

Would need to have a strong experience knowing the difference between VPN/TLS, understanding on MS Intune, strong experience with Entra ID, experience hosting hybrid meeting (A/V experience), providing white glove support to C-Suite and team leadership.

Responsibilities:

• Act as the primary escalation contact for all tech support issues and provide direction and guidance to tech support specialists.
• Promptly respond to and resolve tier 1, 2, and 3 end user support requests and log activity in the ticketing system.
• Act as the primary escalation contact for all tech support issues and provide direction and guidance to tech support specialists.
• Provide white glove support for executives, ensuring their technical needs are met with the highest level of service and professionalism
• Set up and support A/V equipment and video conferencing software and run all-hands meetings [screening question]
• M365 admin – Teams, SharePoint, OneDrive, Intune.
• Serve as escalation point of contact for junior team members and
• Install, configure, test, maintain, and troubleshoot workstations, peripherals, and networking devices such as firewalls, routers, and switches.
• Follow detailed employee onboarding and offboarding procedures, provisioning and deprovisioning accounts and system access in a timely manner.
• Provide after-hours on-call support as required.
• Maintain hardware and software inventories and ensure Azure Active Directory, on-premises Active Directory, and Intune are kept up to date.
• Procure IT hardware and software application licenses.
• Monitor and respond to security alerts taking remedial action as necessary.
• Create and maintain technical user guides and IT procedures.
• Serve as project lead or technical resource for a variety of IT projects.
• Perform other responsibilities and tasks as assigned.

Qualifications:

• Minimum of 4 years’ experience providing end user support in a fast-paced corporate environment.
• B.S. in Information Systems or Computer Science, or related field.
• Enjoys interacting with users and solving problems of varying degrees of complexity
• Certifications such as Microsoft 365 Certified Administrator, A+, and CCNA preferred.
• Excellent knowledge of Windows operating systems, especially Windows 11.
• Minimum of two years’ experience working in the Microsoft 365 Admin Center, Azure Active Directory, and on premises Active Directory.
• Minimum of two years’ experience administering and supporting Microsoft applications such as Outlook, Teams, Excel, Word, SharePoint, and OneDrive.
• Hands-on hardware troubleshooting experience including laptops, desktops, conferencing equipment, printers, and peripherals.
• Experience with diagnostic utilities including Windows task manager, performance monitor, event viewer, and command line utilities.
• Experience resolving issues related to Windows networking including IP addressing, DHCP, DNS, and network interface configuration.
• Experience with computer imaging and package deployment solutions.

3 to 5 years:

• Working in a fast-paced corporate environment
• Providing “white glove” exec support
• Hosting, running, supporting large hybrid meetings (remote + on-site attendees)
• Administering Microsoft 365 suite with a focus on Exchange/Outlook, Teams, and SharePoint and Intune

2+ years:

• Experience with network hardware such as Firewall and Smart Switches preferably Meraki + Cisco
• Executing technical improvement projects independently
• Experience researching, recommending, and implementing solutions and software.
• Able to provide guidance to IT Technical support specialists
• Experience working with and managing a ticketing system such as ZenDesk

Key Attributes for Candidates:

• Enthusiasm for working closely with end users and providing solutions to technical issues while remaining empathetic.
• Passion for learning and mastering new technologies through independent research and exploration
• Strong communication skills.
• Ability to work independently while keeping management informed on key decisions and status as appropriate.
• Exceptional customer service orientation.
• Ability to effectively prioritize and execute tasks in high-pressure situations.
• Excellent oral and written communication skills.
• Able to work independently to troubleshoot and resolve a wide range of technical issues.
• Eager to learn and implement new technologies.
• High attention to detail.
• Proven analytical and problem-solving abilities.
• Considers security best practices, business context, and other factors when completing work.