IT Support Specialist II

Synapse Health - Skokie, IL

Full-time - Mid Level

Skokie, IL

About the position

The IT Support Specialist II at Synapse Health plays a crucial role in providing technical support to both local and remote employees. This position is designed for individuals who are passionate about technology and are eager to contribute to a team that is transforming the Durable Medical Equipment (DME) industry. The specialist will report directly to the Vice President of IT and will be responsible for maintaining the local and remote IT systems and services, ensuring that all employees can work reliably and efficiently. This role involves managing technical support deliverables and timelines, which is essential for the smooth operation of the company's IT infrastructure. In this position, the IT Support Specialist II will provide first and second-level technical support, assisting in the assignment of support tickets and guiding Level 1 support team members. The specialist will manage issues and requests using ticketing software, ensuring comprehensive documentation of all troubleshooting steps and interactions. Effective communication with end users and the IT team is vital, as the specialist will address a diverse range of corporate issues. Additionally, the role requires the ability to comprehend, follow, and contribute to IT policies and procedures, as well as creating documentation and knowledge base articles to facilitate issue resolution and training. The specialist will also be involved in diagnosing organizational hardware, software, and cloud-based applications, assisting in the onboarding and offboarding processes for employee hardware, software, and access controls. A key aspect of this role is driving continuous improvement by identifying opportunities to enhance or automate business functions, seeking feedback, and maintaining communication with stakeholders. The IT Support Specialist II will lead small to large projects from planning to closure, scheduling status meetings, tracking work, and developing communication plans. Staying updated on new technologies, cyber threats, and industry trends is also a critical responsibility of this position.

Responsibilities

• Provide first and second level technical support for a hybrid workforce.
• Assist in support ticket assignment and provide guidance for L1 Support team members.
• Manage issues and requests using ticketing software and maintain comprehensive documentation.
• Log all troubleshooting steps and interactions with users.
• Communicate effectively with end users and IT team on corporate issues.
• Comprehend, follow, and contribute to IT policies and procedures.
• Create documentation and knowledge base articles for issue resolution and training.
• Diagnose organizational hardware, software, and cloud-based applications.
• Assist in onboarding and offboarding for employee hardware, software, and access controls.
• Drive continuous improvement by seeking feedback and communicating with stakeholders.
• Lead small to large projects from planning to closure, including scheduling status meetings and tracking work.
• Stay up to date on new technologies, cyber threats, and trends.

Requirements

• A bachelor's degree in computer science, information technology, or other business discipline preferred.
• 2-3+ years of experience in IT, support, delivery, and/or helpdesk.
• Proficient in Azure Entra and Microsoft 365 applications.
• Demonstrate high organizational skills.
• Outstanding verbal and written communication skills.
• Ability to work with a variety of personalities.
• Analytical skills for problem-solving.
• High attention to detail and a high degree of accuracy.
• Relevant IT certifications are a plus.

Nice-to-haves

• Communication
• Customer Service
• Conflict Resolution
• Detail Oriented
• Interpersonal Skills
• Listening
• Time Management

Benefits

• Health insurance
• Dental insurance
• 401(k)
• Paid time off
• Vision insurance
• 401(k) matching