IT Support Specialist II

NOW Health Group INC is hiring an IT Support Specialist II to deliver front line IT support and customer service to its user community in Bloomingdale, IL (onsite). In this role, you will handle first and second level troubleshooting across desktops, applications, networking, and related services, including remote hands-on support when needed.

You will support day-to-day requests through the IT Service Center (ITSC), manage ticket flow, and follow through to ensure issues are resolved to satisfaction. The position also includes contributing to the maintenance of server, WAN/LAN networking, and time critical application support, along with collaboration across IT peers and the broader user community.

What you’ll do

• Respond to user support requests including ITSC phone coverage, email requests, face-to-face requests, and network/system outage support.
• Open ITSC tickets, monitor the ITSC queue, and provide status updates.
• Conduct follow-up calls to confirm satisfactory resolution of user issues.
• Build and maintain working relationships with IT peers and members of the user community.
• Assist with imaging, installation, configuration, and testing of the desktop environment.
• Provide first and second level support for desktop hardware and software problems, including identifying sources and trends to help prevent repeat occurrences.
• Diagnose and support printer and printing issues at first and second level.
• Support Webex meeting services at first and second level.
• Support the Jabber IM environment at first and second level.
• Support the Office 365 environment at first and second level.
• Provide first and second level support for Fruitful Yield store locations and the corporate headquarters, and support all NOW Health Group locations.
• Recommend improvements to product and service support levels.
• Assist in maintaining and supporting the server environment.
• Assist in maintaining and supporting the WAN/LAN networking environment.
• Support time critical application issues such as the Order Fulfillment environment.
• Work independently on projects and support other project teams as needed.
• Some weekend, off hours, and on-call support may be required.
• Perform other duties as assigned.

Required background

• Previous Support/Help Desk experience required.
• Computer Science or related IT discipline coursework required.
• Broad knowledge and experience with end user computing, thin client, Citrix desktop, and PC and MAC hardware/software applications required.
• WAN/LAN networking experience is a plus.
• Server Systems Administration / Active Directory experience is a plus.
• General knowledge of adds, changes, and deletions to Cisco VoIP environments is a plus.
• Previous experience analyzing networking issues with a telecom company is a plus.
• Ability to support the NOW Health Group smartphone environment is a plus.
• Service Now administration is a plus.

Education and experience

• Bachelor’s degree (B.A.) from a four-year college or university, or at least five years of related experience and/or training; or an equivalent combination of education, technology certifications, and experience.
• A broad technology background is critical.

Safety responsibilities

• Supports a culture of safety and follows all workplace health and safety procedures.
• Responsible for safety performance in respective area.
• Ensures implementation, adherence to, and enforcement of workplace health and safety requirements.
• Ensures activities are completed to promote and enforce safe behaviors by supervisors and employees.
• Ensures injury prevention efforts are effectively implemented.
• Fulfills responsibilities as outlined in the company safety management plan.

Technologies you may work with

• ITSC
• Citrix desktop
• PC, MAC
• Thin client
• WAN/LAN
• Webex
• Jabber IM
• Office 365
• Order Fulfillment environment
• Active Directory
• Cisco VoIP
• Service Now
• Cisco VoIP Environments

Salary: USD 60,100 - 76,500 per year. Experience level: 5 years minimum.