IT Systems Support Specialist

Job Description

Job Description

IT Systems Support Specialist

Enhanced Networks, Inc. | Mundelein, IL | Full-Time

About Enhanced Networks, Inc.

Enhanced Networks, Inc. is an established IT consulting and managed services provider (MSP) supporting local government agencies and businesses throughout the region.

We are seeking an experienced IT Systems Support Specialist to provide hands-on technical support at client locations and remote support from our Mundelein, Illinois office.

This is not an entry-level help desk position. We are looking for a dependable, results-oriented IT professional who can independently troubleshoot technology problems, manage service requests, efficiently resolve issues, and assist with small IT projects.

Our technicians work with a variety of clients, systems, and technologies. We value individuals who take ownership of their responsibilities, use sound technical judgment, and focus on delivering practical, cost-effective solutions.

Key Responsibilities

Technical Support and Systems Administration

• Provide onsite and remote technical support for business and government clients.

• Install, configure, deploy, and troubleshoot Windows 10/11 computers, laptops, printers, and peripherals.

• Perform workstation replacements, including migrating user profiles, applications, files, and settings.

• Administer and troubleshoot on-premises Microsoft Active Directory, including user and computer accounts, security groups, organizational units, permissions, and basic Group Policy administration.

• Administer Microsoft 365 and Microsoft Entra ID, including user accounts, licensing, permissions, multifactor authentication, Outlook, and OneDrive.

• Troubleshoot Microsoft Office applications, network printers, mobile devices, and business applications.

• Diagnose common network connectivity issues involving TCP/IP, DHCP, DNS, Wi-Fi, and VPNs.

• Install, configure, update, and troubleshoot client-specific software and hardware.

Ticket Management, Accountability, and Results-Driven Support

Effective ticket management and timely resolution of service requests are core responsibilities of this position.

• Actively monitor, assess, prioritize, and manage assigned service tickets and incoming support requests throughout the workday.

• Create service tickets for work or requests not already documented in the ticketing system.

• Take ownership of assigned tickets from initial assessment through resolution and closure.

• Evaluate each request to determine its technical complexity, business impact, urgency, and most appropriate course of action.

• Identify practical, cost-effective solutions that resolve the underlying issue while minimizing unnecessary troubleshooting time, client downtime, and expense.

• Use a structured troubleshooting approach to efficiently identify root causes and avoid repetitive or ineffective troubleshooting.

• Manage time spent on individual service requests and recognize when continued troubleshooting is no longer the most efficient approach.

• Evaluate whether repair, replacement, reconfiguration, escalation, or an alternative solution provides the best outcome for the client.

• Prioritize work based on client needs, business impact, urgency, and established service expectations.

• Maintain accurate and timely ticket notes, time entries, troubleshooting steps, actions taken, and resolution details.

• Keep ticket statuses current and communicate progress, delays, and next steps to clients and internal team members.

• Follow up proactively on outstanding issues, vendor dependencies, and unresolved requests.

• Recognize when additional resources, approval, or escalation are needed rather than allowing tickets to remain unresolved unnecessarily.

• Close completed tickets promptly with sufficient documentation to clearly explain the work performed and resolution achieved.

• Manage multiple tickets and competing priorities while maintaining quality, efficiency, and professional client service.

Success in this role is measured by effective problem resolution, ticket ownership, responsiveness, quality of work, accurate documentation, and efficient use of time and resources—not simply the number of tickets handled.

Small IT Projects, Quoting, and Labor Estimates

• Identify opportunities for small IT improvements, equipment replacements, and technology upgrades at client locations.

• Assess client requirements and recommend appropriate hardware, software, and technical solutions.

• Scope small IT projects and prepare equipment quotes, materials lists, and estimated labor hours.

• Develop reasonable labor estimates for workstation deployments, equipment replacements, software installations, network upgrades, and other routine IT projects.

• Consider project complexity, required materials, implementation time, and potential client downtime when preparing estimates.

• Evaluate alternative solutions to identify practical and cost-effective approaches.

• Prepare project recommendations, quotes, and supporting documentation for internal review and approval.

• Assist with scheduling, coordinating, and implementing approved projects.

Client Service and Documentation

• Work independently at client locations while representing Enhanced Networks professionally.

• Communicate clearly with end users, client leadership, vendors, and internal team members.

• Follow established technical procedures and maintain accurate client documentation.

• Create and update standard operating procedures (SOPs) as necessary.

• Maintain organized records of system configurations, troubleshooting procedures, and completed work.

• Demonstrate accountability, initiative, and sound judgment when managing client technology needs.

Required Qualifications

• Previous professional, hands-on IT support experience.

• Strong working knowledge of Windows 10/11 operating systems and business applications.

• Practical experience administering on-premises Microsoft Active Directory, including user accounts, computer accounts, security groups, organizational units, permissions, and basic Group Policy administration.

• Experience administering Microsoft 365 users, licensing, and common cloud services.

• Experience deploying workstations, migrating user data, and troubleshooting hardware and software.

• Working knowledge of TCP/IP networking, DNS, DHCP, Wi-Fi, VPNs, and network printers.

• Experience using an IT ticketing or service management system to manage, document, prioritize, and resolve support requests.

• Demonstrated ability to independently assess technical problems, prioritize work, and drive service requests through resolution.

• Ability to identify efficient, cost-effective solutions while balancing troubleshooting time, client impact, and service quality.

• Ability to recognize when issues require escalation or an alternative approach.

• Ability to identify client technology needs, determine appropriate equipment and software, and prepare basic project scopes and labor estimates.

• Strong organizational skills, attention to detail, and time management.

• Excellent written and verbal communication skills.

• Professional attitude and ability to interact effectively with end users, management, and client leadership.

Preferred Qualifications

• Previous experience working for an MSP or IT consulting company.

• Experience with Windows Server, Microsoft Entra ID, Group Policy, and mobile device management.

• Familiarity with remote monitoring and management (RMM) tools.

• Experience with Cisco Meraki networking equipment.

• Familiarity with endpoint security and cybersecurity products.

• Experience supporting multiple clients or business environments.

• Previous experience preparing IT project quotes, bills of materials, or labor estimates using vendor pricing and internal estimating procedures.

• Experience managing service ticket queues, meeting service-level expectations, and improving ticket resolution efficiency.

Work Location and Additional Requirements

This is a full-time, in-person position based out of our Mundelein, Illinois office.

• Approximately 3–4 days per week may be spent providing onsite support at client locations, depending on assignments.

• Remaining work is performed from our Mundelein office or other assigned client locations.

• This is not a work-from-home position.

• Valid driver's license and reliable transportation are required for regular travel between client locations.

• Applicants must be able to successfully complete a thorough employment background screening appropriate to our client requirements.

• Valid Illinois PERC (Permanent Employee Registration Card) or ability to obtain one.

• Ability to lift up to 50 pounds for equipment deployments, with reasonable accommodation where applicable.

• Ability to participate in a rotating after-hours on-call schedule.

Compensation and Benefits

Starting salary is approximately $50,000 annually, depending on experience and demonstrated technical ability.

Enhanced Networks offers:

• Health and dental insurance.

• Professional training and technical development.

• Mileage reimbursement for applicable client travel.

• Company-provided mobile device.

• Opportunities to work with a broad range of business and enterprise technologies.

After 90 days of successful employment and training:

• Two weeks paid time off.

• SIMPLE IRA retirement plan with a 3% company match.

Why Join Enhanced Networks?

At Enhanced Networks, you will have the opportunity to work directly with clients, solve real-world technical problems, and gain experience across multiple IT environments.

Our technicians do more than respond to service requests. They take responsibility for resolving problems, managing their workload, identifying practical solutions, and helping clients make informed technology decisions.

We value professionals who are technically capable, organized, accountable, and committed to delivering efficient, high-quality IT support.

If you have hands-on experience with Windows systems, on-premises Active Directory, Microsoft 365, networking, and technical troubleshooting—and take pride in efficiently resolving issues and managing your work through a ticketing system—we encourage you to apply.

Enhanced Networks, Inc. is an Equal Opportunity Employer.