Job Description

Contract length: 6 months (W2/EOR) - opportunity to extend

• Feb 10, 2025 - Aug 31, 2025
  
  

Interview process: 2-3 interview rounds

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Introduction / Background

This IT Support Technician role, based in our Chicago office, is the first point of contact for technical issues and requests. The successful candidate will be responsible for maintaining office technology, including hardware, AV, and desk configurations. They will also provide support for our global workforce through our ticketing system and in-person interactions, covering a wide range of SaaS products. As our team expands globally, collaboration and communication will be key to ensuring seamless support across different time zones.

Job Overview

Top 3 target characteristics:

• Strong communicator. Effective communication with both technical and non-technical people.
• Priority setting & organization. Must manage competing priorities and navigate a high volume of task-based work.
• Calm under pressure. This role reduces the anxiety of our customers and peers when facing new challenges.
  
  

Requirements:

• 1-2 years experience in IT Support in a professional environment
• Preferably has some combination of experience with Google Workplace, Zoom, Okta, Slack, & Atlassian Cloud.
• Experience with support ticket management and tracking (JIRA Service Desk preferred)
• Strong customer service, problem-solving, and teamwork abilities
• Outstanding communication and interpersonal skills
• Technical knowledge of Mac OS, iOS, and Android
• Technical knowledge of modern Windows OS
• Network fundamentals (laptop connectivity, VPN, printing)
• Basic knowledge of audio/video troubleshooting and support
• Ability to participate in a support schedule that may include after-hours and weekend support
  
  

You will do the following:

• Provide support at our IT Help Desk or in-office full-time during normal business hours
• Provision and track of loaner machines
• Work with employees to perform computer upgrades and migrations
• Provide first-tier support for AV issues in conference rooms, provide onsite support for team all-hands and local office events
• Process returned assets and prepare them for reuse/recycle
  
  

Who You Are:

• You are awesome at providing technical support and love solving problems.
• You have a high level of professionalism and passion for customer service.
• You excel at clearly documenting the status of cases and providing updates to management, the team, and end users.
• You love the details, including maintaining and updating IT documentation and procedures.
• You understand the importance of asset inventory and how to keep an organized help desk.
• You love standards and understand that consistency and adherence to best practices help any organization scale.
• You excel in being a part of a global and local team and love being a team player.