Senior IT Support Technician

About This Role

We are seeking a Senior IT Support Technician to provide hands-on, on-site and remote IT support for our Chicago-area offices. This role is ideal for a seasoned technician with strong end-user support skills and a solid understanding of networking, infrastructure, and enterprise IT environments.

Key Responsibilities

• Provide Level 2 & 3 technical support for desktops, laptops, mobile devices, peripherals, and collaboration tools.
• Serve as the on-site IT presence for Chicago offices, including deskside support and office walk-ups.
• Troubleshoot and resolve escalated issues from the centralized Helpdesk.
• Support Microsoft 365 applications including Outlook, Teams, OneDrive, and SharePoint.
• Aid with new hire onboarding and employee offboarding, including equipment setup and access validation.

Infrastructure & Networking Support

• Support local network infrastructure including switches, wireless access points, cabling, and ISP connectivity.
• Perform basic network troubleshooting (LAN/WAN, Wi-Fi, VPN, DNS/DHCP).
• Assist with server room, MDF, and IDF support including patching, rack/stack, and equipment inventory.
• Support printers, conference room technology, AV systems, and meeting room setups.

Systems & Security Support

• Aid with endpoint management, device imaging, patching, and asset tracking.
• Support Active Directory / Entra ID user and device administration.
• Enforce IT and security policies, including device standards and access controls.
• Aid with security initiatives such as MFA support, endpoint protection, and vulnerability remediation.

Operational Excellence

• Document issues, resolutions, and procedures in the ticketing system and knowledge base.
• Maintain accurate IT asset inventory for Chicago offices.
• Cook with vendors and service providers as needed.
• Coordinate with vendors and service providers as needed.
• Participate in after-hours or weekend support for office moves, upgrades, or critical incidents as required.

Required Qualifications

• 5+ years of hands-on IT support experience (Level 2 or higher).
• Strong experience supporting Windows 10/11 and Microsoft 365.
• Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, VLANs, Wi-Fi).
• Experience supporting on-site office environments and remote users.
• Excellent troubleshooting, communication, and customer service skills.
• Ability to work independently and serve as the primary on-site IT resource.

Preferred Qualifications

• Experience with Intune or other MDM tools.
• Exposure to Azure / Entra ID or cloud infrastructure.
• Experience supporting multi-office or professional services environments.
• Relevant certifications (CompTIA Network+, Microsoft, Cisco, or similar).