Technical Support Specialist

Technical Support Specialist

At Illinois Mutual, our culture is built around our four core values. These values shape how we operate and define our expectations of each team member's contributions:

Be honest, reliable and respectful

Think of other first

Work together to create results

Stand out with personal, caring service

The Technical Support Specialist provides technical support for end-user technologies, resolving moderately complex issues while ensuring effective client service and security-related administration. Focuses on improving operational processes, supporting performance metrics, and contributing to system enhancements. Works independently with minimal supervision and assists with onboarding and technical initiatives.

Support / Monitoring

Provide advanced support and general IT services to internal and external customers

Manage incoming contacts (calls, tickets, walk-ups), ensuring accurate ticket documentation, prioritization, and timely resolution of more complex issues

Troubleshoot and resolve moderately complex hardware, software, and access-related issues

Perform advanced restorative actions to resolve recurring or escalated issues

Maintain ownership of assigned / escalated tickets to ensure service metrics and SLAs are met

Identify trends and recurring issues and recommend solutions

Escalate complex incidents to senior-level support when necessary

Create and maintain detailed knowledge base documentation

Client Services

Configure and support end-user devices, including troubleshooting performance issues

Deploy and support operating systems and enterprise applications

Support onboarding and offboarding processes with minimal supervision

Support with hardware lifecycle management and system upgrades

Security

Perform user and group administration including policy application

Support compliance with endpoint security standards

Investigate and escalate potential security issues

Other

Follow and improve departmental processes and procedures

Participate in medium-complexity projects and system enhancements

Provide mentorship and guidance to other support analysts

Collaborate across IT teams to resolve cross-functional issues

Research and recommend tools, technologies, and improvements

Perform post-incident reviews and contribute to root cause analysis

Anticipated Salary: $46,000 - $50,000

Benefits Overview: We strive for our employees to feel appreciated and supported, both professionally and personally. Our comprehensive benefit and discount package that meets a variety of needs is one way we demonstrate this. Some of our most admired benefits include:

Compressed 4 1/2-day work week (Half-Day Fridays)

No monthly premium cost for employee medical, life and disability insurance coverage

Paid time-off accrual, including annual rollover; and paid holidays

Competitive 401(k) plan with immediate vesting on Company contributions

Discounted on-site employee cafeteria

On-site exercise facility and company-provided exercise time

Tuition reimbursement and training incentives

Access to voluntary dental and vision insurance coverage

Qualifications

• Associate Degree in Computer Science or Information Technology, or equivalent experience, with 2-4 years of practical experience.
• Relevant certifications (e.g., CompTIA Network+, Security+, Microsoft 365 or Azure certifications) preferred
• Working knowledge of Active Directory and Azure AD (Entra ID) administration
• Working knowledge of Microsoft Windows operating systems
• Working knowledge of LAN/WAN networking and troubleshooting
• Working knowledge of virtualization platforms
• Experience with endpoint management and deployment tools
• Ability to troubleshoot beyond documented procedures
• Strong analytical and problem-solving skills
• Ability to mentor junior technicians
• Strong communication and documentation skills
• Ability to work independently in a fast-paced environment
• Strong attention to detail and organizational skills
• Ability to work effectively in a team-oriented environment

Additional Requirements

Must be available, if required, on a 24-hour on-call basis.

Required Competencies (Proficiency Level)

• Accountability (1)
• Continuous Learning (2)
• Customer Focus (2)
• Integrity (1)
• Organizational Awareness (1)
• Teamwork (2)

This job description is intended to provide a general overview of the position and does not include every detail of the role. Responsibilities and expectations may be subject to change based on Company needs.

Illinois Mutual is an equal opportunity employer.