Information Technology Support Technician

IT Support Technician

Department: Information Technology
Location: Northbrook, IL (Hybrid, onsite at least three days per week)
Reports To: IT Infrastructure & Security Manager

Position Summary

Corporate Imaging Concepts (CIC) is seeking a proactive and customer-focused IT Support Technician to support the technology systems that power our business. This role serves as the first point of contact for application, hardware, and system-related issues across the organization and escalates complex issues to the IT infrastructure and application teams.

The ideal candidate combines strong technical troubleshooting skills with excellent customer service and communication abilities. They thrive in a fast-paced environment, enjoy solving problems, and are passionate about delivering a seamless technology experience for CIC employees.

Essential Responsibilities

Accounts & Access

• Manage access requests for shared mailboxes, distribution groups, SharePoint, and OneDrive.
• Process access changes, including access to a departed employee’s mailbox or files, following the approval process set by the IT Infrastructure & Security Manager.

Ticket & Application Support

• Monitor, prioritize, troubleshoot, and resolve support tickets in accordance with established service levels.
• Investigate and resolve user access issues for CIC business applications.
• Escalate application defects and system issues to software vendors and internal development teams.
• Assist with software updates and workstation upgrades.
• Maintain application support documentation, knowledge base articles, and troubleshooting guides.

Ticket Triage & Escalation

• Triage incoming tickets, gather details, and route application and e-commerce issues to the application team.
• Escalate infrastructure, security, and complex hardware issues to the IT Infrastructure & Security Manager.
• Work with Customer Service, Account Management, and Operations to keep employees informed on ticket status.

Hardware & End-User Support

• Provide Level 1 support for desktops, laptops, printers, scanners, mobile devices, and peripheral equipment, escalating to the IT Infrastructure & Security Manager as needed.
• Install, configure, maintain, and troubleshoot hardware and software.
• Set up and deploy equipment for new hires and support employee onboarding and offboarding activities.
• Manage hardware inventory, software licensing, and asset tracking.
• Provide on-site support in Northbrook and remote support for employees at other locations.

Systems & Network Support

• Support Microsoft 365, user accounts, permissions, email, and collaboration tools.
• Assist with Active Directory administration, password resets, MFA, account provisioning, and user access management.
• Monitor system health and escalate infrastructure or security issues when necessary.
• Support network connectivity troubleshooting including wireless, VPN, printing, and workstation issues.
• Assist with backup verification and business continuity tasks as directed.

Process Improvement & Documentation

• Document support procedures, standard operating processes, and technical resolutions.
• Analyze ticket trends to identify opportunities for automation and process improvements.
• Assist with training employees on systems, applications, and best practices.

Qualifications

Required

• One to three years of help desk or technical support experience.
• CompTIA A+ certification or equivalent experience.
• Experience troubleshooting web-based applications and business systems.
• Strong understanding of Windows operating systems, Microsoft 365, and end-user computing support.
• Excellent analytical, problem-solving, and troubleshooting skills.
• Strong verbal and written communication skills.
• Ability to prioritize multiple tasks and manage competing deadlines.

Preferred

• Experience supporting e-commerce platforms, web stores, or promotional products industry systems.
• Familiarity with ERP systems, inventory management platforms, or order processing applications.
• Knowledge of Active Directory and Azure.

Benefits

• Medical, Dental, and Vision Insurance
• Life Insurance
• 401(k)
• Paid Time Off
• Hybrid Work Environment
• Professional Development Opportunities