Technical Support Specialist

Column Technical Services is seeking a motivated and skilled Technical Support Specialist to join an IT Shared Services team onsite for a well-established organization based in Chicago, IL. In this role, you will collaborate with a fast-paced team of support professionals to deliver IT services to employees at the Chicago headquarters and seven remote subsidiary locations. We're looking for a team player with strong technical expertise, excellent problem-solving skills, and a commitment to exceptional end-user support. Applicants must reside in or near the Chicagoland area to work onsite in the office. Key Responsibilities Resolve technical issues involving desktops, laptops, conference room systems, email, onboarding requests, and VPN connectivity. Maintain, support, and upgrade existing hardware and software environments. Install, configure, and tailor new hardware and software solutions to meet user and business needs. Diagnose and resolve desktop, communication, and configuration issues; perform root cause analysis on recurring problems and implement preventative solutions. Investigate and troubleshoot complex hardware and software issues, ensuring prompt and effective resolution. Support end users with advanced software functionality and resolve escalated issues from the helpdesk. Provide phone and email assistance for inquiries escalated by the Helpdesk team. Act as a point of escalation for technical issues, delivering hands‑on troubleshooting when required. Partner with other IT teams to address complex challenges and contribute to cross‑functional initiatives. Participate in an on‑call rotation to support critical incidents outside of standard business hours. Maintain detailed documentation of incidents, solutions, and troubleshooting procedures. Work with vendors and third‑party providers to resolve advanced product‑related issues. Ensure proper setup, configuration, and ongoing maintenance of IT systems and equipment across corporate and remote locations. Stay current on emerging technologies and industry best practices to enhance team effectiveness. Oversee and track IT asset inventory, including hardware and software licenses, ensuring compliance with company policies. Assist in developing and refining IT policies, procedures, and standards. Communicate clearly and effectively with end users, team members, and stakeholders to ensure timely resolution of issues. Collaborate with IT leadership to support the development and execution of IT strategies and policies. Participate in or lead bridge calls for urgent or high‑priority incidents when needed. Qualifications Approximately 6 years of overall work experience, or 3-4 years specifically in technical support. Associate degree or equivalent combination of training and professional experience. Experience with IT service management (ITSM) tools such as Freshservice or comparable platforms for ticketing, onboarding, workflows, and service requests (preferred). Experience with standard hardware and software platforms is preferred. Strong knowledge of Windows 11 environments in an enterprise setting. Strong hands‑on experience with Microsoft 365, including deployment, configuration, and ongoing support. Solid experience with Active Directory, including user account management, permissions, and access control. Familiarity with virtualization technologies, preferably Citrix VDI environments. Strong knowledge of desktop and laptop systems, email platforms, VPN technologies, and conference room solutions. Experience supporting a hybrid workforce, including both on‑site and remote users across virtual and physical endpoints. Strong technical troubleshooting skills, including hardware diagnostics and repair. Experience with printer setup, configuration, and support. Foundational networking knowledge, including basic connectivity and cabling troubleshooting. Proven ability to provide front‑line (Level 1‑2) user support and resolve end‑user issues effectively. Excellent analytical and problem‑solving skills. Strong communication and interpersonal abilities, with experience supporting users at all levels of organization. Ability to communicate effectively with customers, vendors, and internal teams. Familiarity with IT service management frameworks (e.g., ITIL) is a plus. Experience providing support in both corporate and remote office environments. Proficiency with remote support tools and technologies. Understanding of onboarding processes and IT security best practices. Experience supporting executive‑level users is preferred. #J-18808-Ljbffr