Technical Support Analyst

Job Description

CONFIDENTIAL SEARCH

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Location: Chicago, Illinois 60616

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Work Arrangement: On-site

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Employment Type: Six-Month Contract-to-Hire

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Classification: Exempt

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Salary: $45,000 - $48,000

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Reports To: Network and Systems Administrator

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ABOUT SNTIAL

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SNtial is an Inc. 5000 technology consulting and talent solutions firm that helps organizations strengthen their technology capabilities, modernize operations, and build high-performing teams. SNtial is conducting this confidential search on behalf of one of our valued clients.

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The selected candidate will initially work as an SNtial consultant for approximately six months. Following the six-month contract period, the individual may be eligible to convert to a permanent, full-time position with the client based on performance, organizational needs, and mutual agreement.

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POSITION OVERVIEW

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Our client is seeking a Technical Support Analyst to provide on-site, telephone, and remote technology support. This individual will resolve Level 1 and selected Level 2 issues involving computers, mobile devices, printers, applications, and related technology.

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The position extends beyond basic break/fix support and includes technology training, desktop image creation and management, issue triage, system documentation, and support for ongoing technology projects.

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This is an on-site position located in Chicago, Illinois 60616. Candidates must have reliable transportation and be able to travel efficiently between the organization’s primary location and satellite sites.

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KEY RESPONSIBILITIES

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• Provide telephone, on-site, and remote technical support to faculty, staff, and students.

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• Perform Level 1 and Level 2 troubleshooting and problem analysis.

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• Monitor, manage, and proactively update support tickets.

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• Support client-side hardware and software connected to the organization’s infrastructure.

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• Complete technology setups for new hires, employee relocations, and terminations.

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• Create and maintain computer and user accounts in Active Directory.

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• Provision and troubleshoot Microsoft 365 email accounts.

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• Maintain an understanding of current and planned Group Policies.

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• Create and maintain workstation images using Windows Deployment Services.

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• Support virtual desktop infrastructure and other virtual environments.

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• Provide remote support using Citrix, VPN, Remote Desktop, or similar tools.

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• Assist with testing software releases, upgrades, patches, and system changes.

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• Maintain an accurate inventory of technology assets.

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• Provide one-on-one training for organizational applications.

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• Support mobile and Internet of Things devices.

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• Perform basic network troubleshooting, including switches.

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• Help procure equipment needed to support information systems.

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• Create and maintain employee and student identification cards.

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• Identify and report potential HIPAA risks.

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• Document completed work and maintain internal system documentation.

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• Develop support-desk procedures and training materials.

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• Support patch management and monthly maintenance activities.

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• Participate in technology projects.

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• Provide after-hours and non-workday support when required.

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• Participate in 24/7 support-desk coverage rotations.

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• Perform other duties as assigned.

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REQUIRED QUALIFICATIONS

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• Associate degree or higher in Information Systems or a related field.

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• At least three years of technical support or help-desk experience, preferably within an education or healthcare environment.

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• Microsoft Certified Professional, CompTIA A+, or an equivalent or higher certification.

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• A bachelor’s or advanced degree may be considered in place of the certification requirement.

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• Relevant professional certifications may be considered in place of degree requirements at the hiring manager’s discretion.

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• Experience troubleshooting local and network-related computer and printer issues.

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• Experience using remote support tools such as Dameware, Remote Desktop, or VNC.

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• Experience with desktop image deployment tools and/or Windows Server Update Services.

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• Experience supporting mobile and IoT devices.

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• Strong technical troubleshooting and problem-solving abilities.

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• Ability to manage competing priorities in a fast-paced environment.

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• Ability to work independently with minimal supervision.

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• Strong interpersonal, organizational, and customer-service skills.

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• Excellent written and verbal communication skills.

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PHYSICAL AND SCHEDULING REQUIREMENTS

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• Ability to lift up to 50 pounds.

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• Ability to stand for extended periods.

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• Ability to work in cooler data-center environments.

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• Ability to work outside normal business hours when required.

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• Ability to participate in 24/7 support rotations.

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• Must own or have permanent access to a reliable vehicle.

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• Regular and reliable attendance is required.

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CONTRACT-TO-HIRE ARRANGEMENT

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This position is structured as an initial six-month contract assignment through SNtial. At the conclusion of the contract period, the successful candidate may be considered for conversion to a permanent, full-time position with the client.

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• Conversion will be based on successful performance, continued business need, budget approval, and mutual agreement among the candidate, client, and SNtial.

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