IT Support Specialist
3 days ago
About Softrim LLC:
Softrim LLC is a leading technology services provider offering Managed IT and Low Voltage solutions across the US. We are seeking an IT Support Specialist for a hybrid on-site role supporting MSP clients in the Chicago area.
The successful candidate will provide technical support to corporate users on-site and remotely assist satellite offices and senior living communities. Key requirements include working experience with Microsoft technologies, networking, troubleshooting skills, and exceptional customer service and communication skills.
Key Responsibilities:
- Provide Tier 1-2 technical support via phone, web-based tools, and email to both on-site and remote users.
- Act as a liaison between users and remote Tier 2-3 team members, assisting with service delivery, projects, and requests.
- Assist with and solve technical issues related to Microsoft Office, M365, SharePoint, OneDrive, Teams, network printing and scanning, VOIP, malware, and other technologies.
- Develop and maintain technical expertise on desktop technologies, peripherals, networking, and cloud-based solutions.
- Support and implement Wi-Fi access points, Ubiquiti, network infrastructure, WAN, LAN, and Firewalls (e.g., SonicWall).
- Evaluate, recommend, and execute new technologies to ensure optimal desktop infrastructure and network performance.
- Perform preventive and proactive maintenance and support as needed.
- Document all work performed in the ticketing system (ConnectWise).
- Accurately record all time and notes for work performed following company standards.
- Maximize billable status for work performed.
- Other duties as assigned.
Requirements:
- Associate degree or equivalent experience.
- Working knowledge of IT and hands-on experience with networking, desktop technologies, and troubleshooting.
- Hybrid on-site presence with major MSP clients in the Chicago area; occasional travel to other client sites required (around 10-20%).
Desired Skills:
- Network+, Security+, ITIL, Microsoft certifications are a plus.
- Working knowledge of ConnectWise ticketing system, Labtech, Bomgar, Ubiquiti, SonicWall, VOIP, Mobile Device Management (MDM), and technical documentation.
- Ability to handle client interactions professionally and respectfully.
- Strong customer service and client management skills.
- Strong written, verbal, and interpersonal skills.
Salary Range: $30-$35/hr.
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