IT Support Specialist

at  Midtown Athletic Club

Midtown is seeking an IT Support Specialist to join our world-class team at our Chicago headquarters.
The Position
The IT Support Specialist is responsible for providing level 1 and level 2 support for associate’s computer systems including hardware and software at 8 athletic clubs and our Chicago headquarters. As the first line of contact with associates, the IT Support Specialist must effectively communicate with technical and non-technical end-users over the phone, electronically, and/or in person. Additionally, they must interpret end-user requests, investigate issues, identify, and implement solutions, and document all progress using the help desk ticketing system. This job position is responsible for helping associates utilize company technology to meet business needs while always following Midtown’s core values.

The primary responsibilities are:

• As the initial IT contact for associates, provide effective and professional customer service to technical and non-technical end-users.
• Understand the business needs of Midtown associates along with the technology used within the environment.
• Provide Level 1 and Level 2 troubleshooting to interpret user requests, investigate issues, identify solutions/roadblocks and implement approved solutions.
• Provide over-the-phone, in-person, and electronic support and communication for both remote and onsite end-users.
• Anticipate and prepare for issues that may arise, and successfully follow through with the upmost attention to detail.
• Provide IT onboarding for new associates including creation of accounts, email, telephone setup, computer imaging and security groups. Similar responsibilities for off-boarding associates when needed.
• Maintain accurate inventory of laptops, desktops, docking stations and peripherals.
• Accurately document issues, progress, solutions, and communications in Midtown’s ticketing system (Freshservice).
• Ability to travel to remote club locations in the Chicagoland area.
• Work with team members to further develop technical skills and procedures.
• Improve and expand IT department’s documentation repository by documenting solutions and/or processes as needed.
• Other duties as assigned by manager.

IT Support Specialist requirements:

• High school diploma/GED required (Bachelor’s degree in a related field is preferred).
• Excellent verbal and written communication.
• Experience troubleshooting end-user systems, hardware, and software (Windows, Office 365, printers, computers, phones, etc.).
• Experience creating/disabling/updating user accounts in Active Directory.
• Experience creating email accounts/inboxes in MS Exchange and Office 365.
• Experience using remote support tools such as RDP or SCCM.
• Experience installing and configuring printers though Microsoft Print Management.
• Experience supporting networked drives and updating user permissions.
• Basic networking component knowledge which includes switches, routers, and firewalls.
• Experience configuring VoIP desk phones.
• CompTIA A+ certification is preferred.

This job description is intended to describe the general requirements for the position. It is not a complete statement of duties, responsibilities or requirements. Other duties not listed here may be assigned as necessary to ensure the proper operations of the department.
MIDTOWN is an Equal Opportunity Employer

• As the initial IT contact for associates, provide effective and professional customer service to technical and non-technical end-users.
• Understand the business needs of Midtown associates along with the technology used within the environment.
• Provide Level 1 and Level 2 troubleshooting to interpret user requests, investigate issues, identify solutions/roadblocks and implement approved solutions.
• Provide over-the-phone, in-person, and electronic support and communication for both remote and onsite end-users.
• Anticipate and prepare for issues that may arise, and successfully follow through with the upmost attention to detail.
• Provide IT onboarding for new associates including creation of accounts, email, telephone setup, computer imaging and security groups. Similar responsibilities for off-boarding associates when needed.
• Maintain accurate inventory of laptops, desktops, docking stations and peripherals.
• Accurately document issues, progress, solutions, and communications in Midtown’s ticketing system (Freshservice).
• Ability to travel to remote club locations in the Chicagoland area.
• Work with team members to further develop technical skills and procedures.
• Improve and expand IT department’s documentation repository by documenting solutions and/or processes as needed.
• Other duties as assigned by manager