Senior IT Support Specialist

The Senior IT Support Specialist role at CFS supports end-user technology services across corporate and field operations. This position acts as the primary escalation point for complex incidents, provides advanced technical support, and contributes to continuous improvement in IT service delivery.

Role Overview

As the highest level of technical escalation, the Senior IT Support Specialist leads resolution efforts for critical issues and ensures service management practices are followed. The role also includes mentoring support staff and partnering with stakeholders to align IT services with business and operational needs.

Responsibilities

• Serve as the primary escalation point for complex technical issues and critical incidents.
• Support and manage ITIL processes, including Incident, Problem, and Change Management.
• Provide advanced support for Microsoft 365, endpoints, enterprise applications, and identity management.
• Mentor and provide technical guidance to junior IT staff.
• Analyze service metrics and drive continuous improvement across IT service management, user experience, and operational efficiency.
• Align IT services with business and operational needs.
• Lead and support IT projects and vendor relationships.
• Develop and maintain service catalogs, support models, and SLAs.
• Drive automation, self-service, and process optimization initiatives.
• Manage device lifecycle activities.

Required Qualifications

• Bachelor’s Degree in Computer Science, Information Technology, or a related field.
• 5+ years of experience in IT Support, Service Desk, Desktop Support, or IT Operations.
• Strong experience with Microsoft 365, Windows, endpoint support, and enterprise applications.
• Professional experience with ITSM frameworks and ITIL practices.
• Demonstrated ability to resolve escalated technical issues.
• Strong communication and stakeholder management skills.

Technologies

• ITIL
• Microsoft 365
• Windows
• ServiceNow
• Jira Service Management

Preferred Qualifications

• ITIL certification.
• Microsoft certifications.
• Experience with ServiceNow, Jira Service Management, or similar platforms.
• Experience supporting distributed or field-based organizations.

Work Location and Schedule

This role is based in Rosemont, IL and operates as hybrid (4 days onsite).

Compensation and Experience Level

The salary range is $90,000 - $110,000 per year. The role requires a minimum of 5 years of relevant experience.

Benefits

• Medical
• Dental
• Vision
• 401(k)
• PTO
• Professional Development