Responsibilities:
- Serve as the primary contact for internal users seeking technical assistance, including troubleshooting hardware, software, and network issues.
- Diagnose and resolve technical problems via phone, email, and in-person support.
- Install, configure, and maintain computer systems, software applications, and peripheral devices.
- Manage and prioritize support tickets in the IT service management system, ensuring timely resolution and follow-up.
- Provide user training and support on various IT systems and applications.
- Monitor and maintain IT inventory, including computers, printers, and other hardware.
- Collaborate with other IT team members to identify and address recurring issues or potential improvements.
- Assist with system updates, patches, and upgrades as needed.
- Maintain documentation for IT procedures, support processes, and troubleshooting guides.
- Adhere to IT security policies and practices to safeguard organizational data and systems.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience
- Proven experience (3+ years) in IT Support, with a strong understanding of computer systems, software, and networking.
- Proficiency in Windows and macOS operating systems.
- Good understanding of Azure, M365 administration, networking, and server management.
- Experience with ticketing systems and remote support tools.
- Strong problem-solving skills and ability to work independently.
- Excellent verbal and written communication skills.
- Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified IT Professional (MCITP)
- Strong customer service orientation with a patient and professional demeanor, and the ability to communicate using non-technical language.
Preferred Skills:
- Experience with Active Directory, DNS, and DHCP.
- Knowledge of network troubleshooting tools and methodologies.
- Experience with virtual environments and cloud services (e.g., VMware, Azure).
- Experience with ITIL or other IT service management frameworks.
- Ability to script or automate tasks using languages such as PowerShell or Python.
- Willingness to provide occasional on-site support at the Chicago office (mileage compensated).
Thank you for considering Natures Path!