Senior IT Support Engineer
Lincolnshire, IL, United States
This Senior IT Support Engineer will be responsible for answering, evaluating, and prioritizing incoming phone, email and in-person requests for technical support. The ideal candidate will have extensive experience troubleshooting both Windows PC and Apple Mac desktop applications, Microsoft Office Suite, Windows 10/11 OS and VDI. As a Senior Engineer on our team, you will also help guide, mentor, and assist your junior level coworkers who may need to escalate issues they are unable to resolve on their own. This position is based out of our Lincolnshire, IL office.
What You'll Do:
Install, troubleshoot, and monitor desktop hardware, OS and application software
You will be a resource and point of escalation for unresolved issues from your junior level peers.
Maintain accurate records of requests in our Service Desk application: ServiceDeskPlus
Manage network users through Active Directory, O365, Azure and Exchange according to corporate policy
Demonstrate initiative and ownership of assigned issues related to the team and internal clients
Perform other tasks as assigned
Working hours are from 8:00AM – 4:30PM CST, Sunday (Remote) Monday through Thursday in-office.
You will be one of the main support contacts for our Lincolnshire, IL Corporate office. (This is a hybrid position 4 days onsite and 1 day remote.) Occasionally, you will work out of our Chicago office as needed.
What You'll Need to Have for the Role:
Approximately 7+ years of experience in an advanced Technical Support role assisting end users that are both in person and remote
Previous Customer Service and/or Retail Technology related experience is strongly desired
Experience with ITSM ticketing and tools (e.g., Service NOW, Service Desk +, ZenDesk).
Innate interest and ability in troubleshooting End User Technical Issues
Wide range of experience in resolving issues with Windows PC and Mac operating system and hardware, network connectivity, printers, mobile devices, Email, conference system AV equipment, User Access Administration, New Hire onboarding, etc.
Ability to work at a high level of independence, utilizing resources with good judgement and a sense of urgency
Detail oriented with the ability to manage multiple issues/projects
Strong verbal and written communication skills, with the ability to communicate confidently and effectively to users at all levels of the business (C-Level Executive interaction included)
Ability to frequently lift, move and maneuver up to 50 lbs
Certifications (Preferred but not required):
CompTIA Network+, Server +, A+, Cloud+ Cisco Certified Network Associate (CCNA)
Microsoft Windows Server
ITIL V3,V4 Foundational
Pay Range:
$31.19-$37.05 Hourly
In addition to competitive pay, we offer Tuition Reimbursement, Paid Time Off, 401(k), an Employee Assistance Program, Good Sam Roadside Assistance, discounts, paid parental leave, and on the job training opportunities. Full-time associates are offered a comprehensive benefit package including medical, dental, vision and more! Part-time associates are offered access to dental & vision coverage! For more information please visit: www.mycampingworldbenefits.com
We are an equal employment opportunity employer. The Company's policy is not to discriminate against any applicant or employee based on race, color, sex, sexual orientation, gender identity, religion, national origin, age (40 and over), disability, veteran or uniformed service-member status, genetic information, or any other basis protected by applicable federal, state, or local laws.