IT Support Specialist

JOB SUMMARY

Under the direct supervision of the Senior Director of IT, the Information Support Specialist plays a vital role in providing tier 1&2 technical assistance and support to end-users within the Navy Pier environment. This position is responsible for diagnosing and resolving software, hardware, basic network issues, as well as assisting with the deployment and maintenance of IT systems. This role requires strong technical skills, excellent customer service, and the ability to train and communicate technical information clearly to non-technical users.

KEY DUTIES AND RESPONSIBILITIES

The duties and responsibilities listed below are representative of the knowledge, skills and/or abilities required to successfully perform this job. Duties may include, but are not limited to:

• Technical Support:
  •  Provide prompt and effective technical assistance to end-users.
  • Troubleshoot and resolve hardware and software issues. Including working knowledge of Microsoft Windows 10/11 and Apple products (MacBook, iPad, and iPhone). Furthermore, the ability to resolve printer/scanner, WIFI, and basic network connectivity issues.
  • Respond to help desk tickets, service requests and manage the Helpdesk hotline.
  • Performs daily routine system checks.
• Hardware and Software Management: 
  • Install, configure, deploy, and maintain computer systems and peripherals.
  • Ensure proper functioning and performance of software applications.
  • Conduct regular system updates and patch management.
•  User account management:
  • Includes Microsoft AD/Azure Active Directory (Manage user accounts, permissions, and access rights.)
  • Provide onboarding and offboarding support for employees.
  • Ensure data integrity and security in user accounts.
  • Microsoft Office 365, MFA, Adobe Creative cloud applications and other existing applications.
• Security Measures:
  • Enforce security policies to protect IT assets.
  • Stay informed about cybersecurity threats and proactively address potential risks.
•  Documentation:
  • Create and maintain documentation for IT systems, procedures, and configurations.
  • Develop and update user manuals and guides.
  •  Ensure documentation is accessible to relevant personnel.
• Performs other job-related duties as assigned or required.

QUALIFICATIONS

The minimum level of knowledge, skills, and/or abilities required for this role include: 

• Experience with utilizing an incident ticketing system.
•  Strong verbal and written communication skills, people skills, and a commitment to quality and customer service.

EDUCATION AND WORK EXPEREINCE

• Bachelor’s degree in computer science or related field or equivalent.
• Minimum of three (3) years’ experience with end-user support and business systems.

ADDITIONAL QUALIFICATIONS

• Microsoft Certification preferred.
• A+ Certification preferred.
• Network + Certification preferred.
• ITIL v4 Certification preferred.

BENEFITS

• Comprehensive medical with generous employer HSA contribution
• Dental; Vision; Short- and Long-term disability
• Up to 6% retirement contribution
• Paid parental leave; 15 vacation days, 12 sick days, 11 holidays, 3 personal days, and 1 community service day
• Complimentary parking in Navy Pier garages
• Annual Salary Range: $55,000 - $65,000

WORK ENVIRONMENT

Requires the ability to work extended (long hours) during a normal work week. Navy Pier operates every day, including holidays. Must be able to work nights, weekends, and holidays as necessary and required. Work is primarily performed in a normal office environment. Since work is sometimes performed outdoors in varying weather conditions, must be able to tolerate extreme temperatures or inclement weather and be able to withstand working long hours in inclement weather conditions.