Temporary - Technical Support Specialist

About the Role

We're looking for a detail-oriented, service-minded IT Technical Support Specialist to join our IT team on a temporary basis for an approximately 2-month assignment. In this frontline role, you'll be a first point of contact for staff IT needs, responding to support requests across email, Teams, tickets, and in person. This is a temporary, onsite position based in Naperville, working 5 days per week for the duration of the assignment. This is an hourly, non-exempt temporary position with a pay range of $23.00–$25.00 per hour.

Responsibilities

• Provide frontline IT support to staff via email, Teams, tickets, and in person
• Diagnose and resolve common technical issues, including password resets, account lockouts, software errors, and connectivity problems
• Support a mixed Windows and macOS environment
• Accurately document support interactions and all steps taken during the troubleshooting process
li>Prioritize tickets and tasks based on impact and urgency, research solutions for unfamiliar issues, and document solutions for future reference
• Provide thorough solutions that meet established service levels and customer satisfaction standards
• Set up and moderate webinars, company meetings, and conferences
• Conduct IT orientations for new hires, providing guidance on company technology, security policies, and systems access
• Provide user training on company applications and security best practices
• Create and maintain internal and user-facing knowledge base articles for commonly reported issues
• Record time spent on support tasks, tickets, projects, and walk-up interactions
• Serve as backup for setting up new user computers and workstations during onboarding
• Lead or contribute to IT projects, including knowledge base expansion, user training documentation, orientation improvements, and IT process improvements
• Track assigned project work and complete projects according to established deadlines
• Collaborate with the Support Team, IT, and other departments to help achieve company goals
• Continue developing your technical skills and knowledge of current and emerging technologies
• Maintain a positive, courteous, helpful, and approachable attitude while building collaborative relationships across the company
• Perform other duties as assigned

Requirements

• Minimum of 1 year of experience working in a 300+ user Active Directory environment with Microsoft 365
• Strong understanding of IT hardware and software, including Windows and macOS
• Excellent communication, organizational, planning, documentation, and writing skills
• Ability to work independently and collaboratively as part of a team
• Ability to manage multiple priorities in a fast-paced environment
• Strong customer-service mindset and willingness to research and learn unfamiliar technologies

Qualifications

• Experience with asset management and asset tracking tools is a plus
• Familiarity with project-tracking tools such as Monday.com and Smartsheet is a plus
• Certifications such as A+, Network+, Security+, ITIL, ASCP, or Microsoft certifications are a plus
• Physical requirements: Must be able to bend, twist, and lift up to 25 lbs

Why Sourcebooks?

Sourcebooks is a thriving entrepreneurial publisher driven by our mission to change lives through books. The fifth-largest publisher in the U.S. by print units sold, we bring extraordinary authors to readers in dynamic, data-driven ways, leading to hundreds of national and international bestsellers. Our insight-driven approach has earned us recognition from Fast Company as a Most Innovative Company, a Best Workplace for Innovators, a Most Loved Workplace by Newsweek, a Best Workplace by Inc., and Publishers Weekly’s nod as “the most successful self-made publisher operating in the 21st century.” Story by story, book by book, we have changed more than 300 million lives. Join us as we change 300 million more!

An appreciation for books and publishing is a plus!