IT support specialist

Tidal Financial Group is hiring an IT support specialist to serve as the first line of help for employees. This hybrid role in Oak Brook, IL focuses on resolving day-to-day technical issues, supporting onboarding and offboarding, and managing identity and access to keep staff productive while meeting the expectations of a regulated financial services environment.

You will work through a ticketing workflow, troubleshoot issues across Microsoft 365 and connectivity tools, and support the full endpoint lifecycle from provisioning and imaging to enrollment and compliance checks.

What you’ll do

• Act as the primary responder for incoming IT support requests via the IT ticketing system (NinjaOne).
• Handle common user needs such as password resets, account unlocks, login assistance, software installation, printer setup, and general “how do I?” questions.
• Triage, categorize, prioritize, and resolve requests while meeting established service levels.
• Escalate complex technical, identity, or networking issues to the System Administrator with clear communication and thorough documentation.
• Troubleshoot Wi-Fi, internet, VPN, and Microsoft 365 issues, including Outlook, Teams, SharePoint, and OneDrive.
• Support conference room technology and resolve Zoom or Microsoft Teams meeting issues.
• Provide friendly, responsive, professional support that helps employees stay productive.
• Configure new hire laptops, perform device imaging, and coordinate equipment deployment.
• Perform endpoint enrollment and compliance checks using Intune, Rippling MDM, or similar device management platforms.
• Support hardware lifecycle activities such as provisioning, inventory tracking, replacements, and adherence to device standards.
• Partner with Human Resources and the broader IT team for employee onboarding and offboarding.
• Provision and deprovision standard accounts following established processes.
• Troubleshoot front-line authentication and multi-factor authentication (MFA) issues.
• Route elevated access requests, role changes, and non-standard configurations through established approval workflows.
• Identify and report suspicious emails, phishing attempts, and potential security concerns.
• Follow security policies and handle sensitive information with professionalism expected in a regulated financial services environment.
• Document troubleshooting steps, resolutions, and user communications in the ticketing system.
• Contribute internal documentation and knowledge articles in Notion to improve consistency and reduce repeat issues.
• Spot recurring issues and recommend workflow or documentation improvements to strengthen the overall support experience.

Skills and qualifications

• 5+ years of IT support, help desk, desktop support, or similar technical support experience.
• Strong troubleshooting skills across Microsoft 365, including Outlook, Teams, SharePoint, and OneDrive.
• Experience supporting Entra ID (Azure AD), multi-factor authentication, and user identity management.
• Familiarity with endpoint management platforms such as Intune, Rippling MDM, or similar solutions.
• Experience working in a ticketing system (NinjaOne or similar), managing priorities and meeting service levels.
• Hands-on experience configuring laptops, supporting hardware, and troubleshooting peripherals and conference room technology.
• Working knowledge of Wi-Fi, VPN, and basic networking concepts.
• Strong written and verbal communication skills, including the ability to explain technical concepts clearly to non-technical users.
• Organized, dependable, and able to manage multiple priorities independently.
• Proactive mindset focused on ownership, continuous improvement, and collaborative problem solving.

Technologies you’ll work with

• NinjaOne
• Microsoft 365, Outlook, Teams, SharePoint, OneDrive, and Microsoft Teams meetings
• Zoom
• Intune and Rippling MDM
• Entra ID (Azure AD)
• Multi-factor authentication (MFA)
• Notion
• Wi-Fi and VPN

Preferred qualifications

• Experience supporting technology in financial services or another regulated industry.
• Experience with email security platforms such as Mimecast or similar tools.
• Basic PowerShell or scripting experience.
• Familiarity with SOC 2, business continuity, disaster recovery, or other IT compliance frameworks.
• Relevant certifications such as CompTIA A+, Microsoft 365 Fundamentals, or similar.
• Familiarity with AI tools such as ChatGPT or Claude and interest in using them to improve troubleshooting, documentation, and operational efficiency.

Physical requirements

• Prolonged periods of sitting and working at a computer while providing technical support.
• Frequent use of a computer, keyboard, mouse, telephone, and collaboration tools.
• Ability to move throughout the office to provide desk-side technical support and deploy equipment.
• Ability to lift, carry, and install laptops, monitors, docking stations, printers, and other IT equipment weighing up to 25 pounds.
• Ability to bend, reach, kneel, and occasionally work under desks or behind workstations while installing or troubleshooting equipment.
• Ability to remain focused while managing multiple support requests in a fast-paced environment.