Remote Senior IT Support Specialist

Job Summary: S&S Truck Parts is a 70-year-old company which sells class 6, 7, and 8 truck parts through a network of strategic distributors. S&S Truck Parts is owned by Investcorp, a private equity growth firm, and is run by the family which started the business; with the focus on continuing the unprecedented growth achieved over the past 6 years. The Senior IT Support Specialist serves as both an intake and an upper-tier escalation point for technical issues, with a focus on streamlining the end-user experience. This position is responsible for technical troubleshooting, physical hardware maintenance (specifically within a warehouse environment), and "white-glove" service as needed. Hardware includes desktops, laptops, vehicle-mount systems, monitors, tablets, scan devices, label printers, laser printers, multifunction copy machines, phones, video surveillance equipment, and local area network equipment. The ideal candidate is a problem-solver who can manage networking and communications basics while maintaining a calm, professional, and courteous demeanor when interacting with the userbase. This position supports two locations with a requirement to spend time at both facilities: Schaumburg, IL and Crown Point, IN. Essential Functions/Key Responsibilities Technical Support and Escalation Provide Service Desk support for end-user hardware and applications via phone, chat, and/or ticketing system, resolving incidents in a timely fashion, forwarding or escalating issues as needed Proactively identify recurring technical patterns and implement long-term fixes to minimize or prevent repeated user disruptions Diagnose and resolve connectivity issues (Wi-Fi, Ethernet, basic TCP/IP) Assist with the configuration, deployment, and troubleshooting of VoIP handsets, softphones, and telephony-related infrastructure Serve as a point of escalation for Tier 1 and Tier 2 staff Hardware and Warehouse Infrastructure Perform hands-on repairs and troubleshooting on warehouse-specific equipment, including hand scanners, tablets, industrial print equipment (e.g., thermal and high-speed color label printers) and workstations Oversee the physical setup and decommissioning of workstations and peripherals across office and warehouse environments Security & Compliance Respond to security alerts as needed (e.g. phishing alerts, cybersecurity alerts) Assist in periodical security assessments End-user Support Provide technical assistance to users with an emphasis on communication and patience, ensuring users feel acknowledged and supported as their technical issues are being worked on Document complex resolutions in the internal knowledge base to empower Tier 1 technicians and promote self-service General Attend work regularly as scheduled Support and exhibit established company values Other duties as directed by management Job Skills and Qualifications/Knowledge and Skills: ~ Associate's degree in computer science, Information Technology, or related field or equivalent experience ~ Fluency in Spanish is preferred ~3-5+ years of hands-on system administration or service desk experience ~ Familiarity with Windows Server/AD, basic administration, and Microsoft 365 ecosystem ~ Strong written and verbal communication skills; ability to explain technical concepts to non-technical users ~ Proficient troubleshooting methodology; excellent problem-solving aptitude ~ Proficient with Microsoft Office applications and Visio ~ Experience with virtualization platforms (VMware vSphere / Hyper-V) or cloud services (Azure/AWS) preferred ~ Familiarity with incident management tools preferred ~ Coursework / Certifications: CompTIA A+, Network+, Security+; Microsoft Certified: Azure Fundamentals or Windows Server Fundamentals preferred ~ Experience assisting with hardware refreshes and other organization-wide technology deployments preferred Disclaimer The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.