IT Support Technician - I

CISO Global Inc is hiring an IT Support Technician - I to deliver Level I help desk support primarily remotely, with occasional hands-on onsite visits for Chicago-area customers.

Responsibilities

• Answer incoming support calls across assigned queues
• Monitor and work tickets in the New status queue
• Provide timely first response aligned with SLA expectations
• Assess reported issues and determine the right troubleshooting steps or escalation path
• Communicate clearly and professionally with end users and customer contacts
• Perform Level I troubleshooting for desktops, laptops, mobile devices, printers, and basic network connectivity
• Support password resets, account lockouts, MFA issues, application errors, and basic system configuration
• Troubleshoot Windows, Android, macOS, and Microsoft 365 environments
• Troubleshoot Outlook, Teams, OneDrive, VPN, printers, Wi-Fi, and basic connectivity issues
• Walk end users through technical solutions in a clear, professional manner
• Document troubleshooting steps, ticket updates, and resolutions in the ticketing system
• Maintain strong ticket hygiene, including correct statuses, detailed notes, and accurate time entries
• Escalate to higher-tier engineers when appropriate, with clear documentation and troubleshooting details
• Communicate with customers on ticket status, next steps, and resolution timelines
• Follow up to confirm resolution and prevent tickets from stalling
• Review and advance open tickets during downtime to maintain queue health
• Follow up with customers to confirm resolution or gather additional information
• Identify recurring issues and communicate trends to senior engineers for long-term resolution
• Demonstrate ownership of assigned tickets and keep issues moving toward resolution
• Use internal documentation and prior ticket history to troubleshoot efficiently
• Travel onsite to Chicago-area customer locations when needed
• Assist with workstation setup, device swaps, hardware troubleshooting, and peripheral support
• Perform basic cabling checks, port testing, wireless testing, and equipment validation
• Take pictures, gather onsite details, and relay accurate information to remote engineers
• Serve as hands onsite for firewall, switch, wireless, workstation, or connectivity troubleshooting
• Represent CISO Global professionally while onsite with customers
• Maintain reliable transportation and availability for scheduled onsite visits (travel expenses reimbursed)
• Support company-standard security and management tools
• Follow documented processes and security best practices in all work performed
• Stay aware of potential security concerns and escalate appropriately
• Support endpoint security, patching, and remote management processes as directed

Requirements

• Minimum 3 years of experience in IT support, help desk, desktop support, field support, or a similar technical support role
• Prior help desk, desktop support, field support, or MSP experience is strongly preferred
• Experience assisting end users by phone, email, remote tools, or onsite is preferred
• Experience working in a ticket queue is preferred
• Relevant education, certifications, or hands-on technical experience will also be considered
• Familiarity with Windows 10 and Windows 11
• Basic understanding of Microsoft 365, Outlook, Teams, OneDrive, and SharePoint
• Basic understanding of Active Directory or Entra ID is preferred
• Foundational networking knowledge: DNS, DHCP, VPN, Wi-Fi, and IP addressing
• Basic hardware troubleshooting experience for laptops, desktops, docking stations, printers, and peripherals
• Exposure to RMM tools, remote support tools, or ticketing systems is a plus
• Ability to follow technical direction from remote engineers while onsite
• Strong verbal and written communication skills
• Professional phone presence and customer-first mindset
• Ability to manage multiple tasks and prioritize effectively in a fast-paced support environment
• Strong attention to detail and follow-through on assigned work
• Self-motivated with a proactive approach to learning and problem solving
• Comfortable working both remotely and onsite with customers when needed
• Professional appearance and demeanor when representing CISO Global at customer locations
• Industry-related certifications are a plus but not required
• Ability to lift and move up to 50 lbs

Technologies

• Windows 10, Windows 11
• Microsoft 365
• Outlook, Teams, OneDrive, SharePoint
• Active Directory, Entra ID
• DNS, DHCP, VPN, Wi-Fi, IP addressing
• RMM tools, remote support tools, ticketing systems
• Android, macOS

Benefits

• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Job Type / Location / Schedule

• Job Type: Full-time, salaried
• Work Location: Hybrid remote in Chicago, IL 60603
• Schedule: Monday through Friday, 8 AM to 5 PM Central Time
• Location requirement: Candidate must be located in the Chicago area for occasional onsite customer support

Compensation

• Salary: USD 50,000 - 60,000 per year

Application Questions

• Do you have MSP / MSSP work experience?
• How many years experience do you have in an IT Support / Help Desk type role?
• Are you available occasionally to be hands onsite for some of our customers in the Chicago, IL area?
• Are you able to lift and move up to 50lbs.?

Certifications

• Industry-related certifications are a plus but not required
• Relevant education or degree
• CompTIA A+
• CompTIA Network+
• CompTIA Security+
• Microsoft Fundamentals certifications