IT Support Specialist - I

Your Opportunity

Scion is paving a path in student living, and we're seeking a talented IT Support Specialist - I to join us in executing our vision. As the first point of contact for IT support requests, this role combines traditional service desk responsibilities with dispatcher duties, ensuring that incoming technical issues are properly logged, triaged, and assigned to the appropriate technician or team for resolution. The ideal candidate is customer-focused, detail-oriented, and capable of managing multiple priorities in a fast-paced environment. This position will focus on supporting a mid-sized Windows Server domain environment and troubleshooting a nationwide portfolio of remote sites. If you are passionate about systems operations and have excellent customer service skills, we want you! You'll work in a dynamic, agile corporate office setting where persistent problem-solving, unwavering follow-through, and an innovative mindset are key to success.

Your Responsibilities

• Service Desk Support: Serve as the first point of contact for all IT-related support requests via phone, email, or ticketing system.
• Provide basic troubleshooting and support for hardware, software, network, and user account issues.
• Document issues, troubleshooting steps, and resolutions in the ticketing system.
• Guide users through self-help steps and knowledge base resources.
• Escalate unresolved issues to Level 2/3 technicians when necessary.
• Dispatcher Duties: Monitor incoming service requests and prioritize tickets based on urgency and business impact.
• Assign tickets to the appropriate technician or team while ensuring workloads are balanced.
• Communicate with end users regarding ticket status, expected response times, and resolutions.
• Follow up on open tickets to ensure timely resolution and escalate as needed.
• Track service level agreements (SLAs) and ensure response times are met.
• Administrative & Other Responsibilities: Maintain detailed documentation of issues, fixes, and troubleshooting processes.
• Assist in maintaining inventory of IT assets and equipment.
• Participate in team meetings and contribute to process improvements.
• Provide end-user training for basic IT functions when needed.

The responsibilities listed above may not be all-inclusive.

What We Require

• Bachelor's degree in relevant field or equivalent experience providing help desk support
• Ability to take on and wear multiple hats during certain projects
• Basic understanding of Windows, macOS, Microsoft 365, Active Directory, and networking fundamentals
• Experience with wireless devices (PC, Mac) and (iOS and Android)
• Administration and management of Office 365, Active Directory, DeepFreeze, MDM (JAMF)
• Working knowledge of Networking concepts and hardware
• Configuration and troubleshooting of local and networked Printers
• Some hands-on experience with security cameras, A/V equipment, conference room setup
• Use of remote support tools
• Excellent communication and customer service skills
• Ability to multitask and manage time effectively
• Strong troubleshooting and problem-solving skills

Operational Details

• Job location is based at the Chicago Headquarters
• Working hours consist of standard daytime business operating hours with occasional after-hours availability for emergencies from time-to-time
• Ability to lift up to 50 lbs. of equipment

Your Benefits

• FLSA Status Exempt
• Discretionary annual bonus
• Paid Time Off
• Health Insurance
• Dental Insurance available
• Vision Insurance available
• 401k Matching
• Paid Maternity Leave