IT Support Specialist

What You'll Do

• Respond to, track, and resolve IT requests via our ticketing systems (e.g., ServiceNow, Zendesk), ensuring timely communication and remediation.
• Troubleshoot issues with Windows and macOS devices, computer peripherals, and basic network connectivity.
• Administer user accounts, including employee onboarding and offboarding, password resets, and utilizing identity management products like MS Active Directory, Okta, and Google Admin.
• Configure, deploy, and maintain computer systems and laptops, utilizing Mobile Device Management (MDM) applications and managing inventory tracking.
• Install and support security products such as endpoint and anti-virus/malware protection, and assist with VOIP phone system troubleshooting.
• Document solutions in ServiceNow and create Wikis or How-To guides to improve self-service resources and reduce repeat incidents for employees.
• Collaborate with support across teams, partner with cross-functional IT groups, and work with software and hardware vendors to resolve complex issues.
• Provide break-fix support and maintain AV and conference room technologies, including TVs, Apple TV, Mac Mini, and Crestron.

What We’re Looking For

• Experience: Minimum of 2 years in an IT-related field and/or relevant customer service troubleshooting role. Associate’s degree in IT, Computer Science, or equivalent hands-on experience.
• Technical Skills: Proficiency in supporting both Mac OS-X and Microsoft Windows operating systems.
• Enterprise Tools: Experience installing and troubleshooting SaaS products and collaboration tools (Google Workspace, Slack, Dropbox).
• Systems Knowledge: Familiarity with SaaS ticketing systems, basic network troubleshooting, and enterprise identity management platforms.
• Soft Skills: Exceptional problem-solving and customer service mindset, clear verbal and written communication skills, and the ability to write clear user instructions and procedures.
• Work Environment: Ability to work independently or with a team in a fast-paced, agile environment, supporting remote, on-site, and hybrid users.
• Bonus Skills: General familiarity with Microsoft SCCM, scripting languages (PowerShell, Python, etc.), or professional certifications such as ITIL Foundations or CompTIA A+.

Pay

The expected salary range above is applicable if the role is performed from Illinois and may vary for other locations (California, Colorado, New York). Actual salary may vary based on qualifications and experience. Tempus offers a full range of benefits, which may include incentive compensation, restricted stock units, medical and other benefits depending on the position.