Provide frontline IT support across email, Teams, tickets, and in person; diagnose and resolve Windows and macOS issues; document troubleshooting and maintain knowledge base; run orientations, user training, webinars, and meeting setups; support onboarding and IT projects; track time and project tasks; collaborate with IT and other departments while continuing technical development.
We’re looking for a detail-oriented, service-minded IT Technical Support Specialist, Level I to join our dynamic IT team. In this frontline role, you’ll be a first point of contact for staff IT needs, responding to support requests across email, Teams, tickets, and in person. You’ll diagnose and resolve everyday technical issues, document troubleshooting and solutions, contribute to our knowledge base, conduct IT orientations and user training, and support company webinars and meetings.
You’ll also collaborate with the IT team and other departments on projects and process improvements while continuing to develop your technical skills and knowledge of current and emerging technologies.
This position is based in Naperville and is onsite 5 days per week, with the opportunity to move to a hybrid schedule after 90 days.
This is an hourly, non-exempt position with a pay range of $23.00–$25.00 per hour. We determine starting pay based on a thorough evaluation of job-related factors, including geographic location, market conditions, relevant experience, training, and education. This process ensures fair and competitive compensation that aligns with both the position and the candidate’s qualifications.
What you’ll do:
- Provide frontline IT support to staff via email, Teams, tickets, and in person
- Diagnose and resolve common technical issues, including password resets, account lockouts, software errors, and connectivity problems
- Support a mixed Windows and macOS environment
- Accurately document support interactions and all steps taken during the troubleshooting process
- Prioritize tickets and tasks based on impact and urgency, research solutions for unfamiliar issues, and document solutions for future reference
- Provide thorough solutions that meet established service levels and customer satisfaction standards
- Set up and moderate webinars, company meetings, and conferences
- Conduct IT orientations for new hires, providing guidance on company technology, security policies, and systems access
- Provide user training on company applications and security best practices
- Create and maintain internal and user-facing knowledge base articles for commonly reported issues
- Record time spent on support tasks, tickets, projects, and walk-up interactions
- Serve as backup for setting up new user computers and workstations during onboarding
- Lead or contribute to IT projects, including knowledge base expansion, user training documentation, orientation improvements, and IT process improvements
- Track assigned project work and complete projects according to established deadlines
- Collaborate with the Support Team, IT, and other departments to help achieve company goals
- Continue developing your technical skills and knowledge of current and emerging technologies
- Maintain a positive, courteous, helpful, and approachable attitude while building collaborative relationships across the company
- Perform other duties as assigned
- An appreciation for books and publishing is a plus!
- Minimum of 1 year of experience working in a 300+ user Active Directory environment with Microsoft 365
- Strong understanding of IT hardware and software, including Windows and macOS
- Excellent communication, organizational, planning, documentation, and writing skills
- Ability to work independently and collaboratively as part of a team
- Ability to manage multiple priorities in a fast-paced environment
- Strong customer-service mindset and willingness to research and learn unfamiliar technologies
- Experience with asset management and asset tracking tools is a plus
- Familiarity with project-tracking tools such as Monday.com and Smartsheet is a plus
- Certifications such as A+, Network+, Security+, ITIL, ASCP, or Microsoft certifications are a plus
Physical requirements: Must be able to bend, twist, and lift up to 25 lbs.
Why Sourcebooks?Sourcebooks is a thriving entrepreneurial publisher driven by our mission to change lives through books. The fifth-largest publisher in the U.S. by print units sold, we bring extraordinary authors to readers in dynamic, data-driven ways, leading to hundreds of national and international bestsellers. Our insight-driven approach has earned us recognition from Fast Company as a Most Innovative Company, a Best Workplace for Innovators, a Most Loved Workplace by Newsweek, a Best Workplace by Inc., and Publishers Weekly’s nod as “the most successful self-made publisher operating in the 21st century.” Story by story, book by book, we have changed more than 300 million lives. Join us as we change 300 million more!Ready to ApplyPlease submit your resume, salary requirements, and cover letter detailing your relevant experience and interest in this role. Applications without a cover letter will not be considered.
Full-time employees are eligible for our comprehensive benefits program. Our range of benefits includes, but is not limited to, Medical/Prescription Drug Insurance, Dental, Vision, Health Care and Dependent Care Flexible Spending Accounts, Health Savings Account, 401(k), Short- and Long-Term Disability Insurance, Life/AD&D Insurance, and generous paid time off.
Sourcebooks values the array of talents and perspectives that a diverse workforce brings. All qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status.
Full-time employees are eligible for our comprehensive benefits program. Our range of benefits includes, but is not limited to, Medical/Prescription Drug Insurance, Dental, Vision, Health Care and Dependent Care Flexible Spending Accounts, Health Savings Account, 401(k), Short- and Long-Term Disability Insurance, Life/AD&D Insurance, and generous paid time off.
Sourcebooks values the array of talents and perspectives that a diverse workforce brings. All qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status.
Sourcebooks Naperville, Illinois, USA Office
1935 Brookdale Road, Ste. 139,, Naperville, IL, United States, 60563
Similar Jobs
Agriculture • Industrial • Automation • Manufacturing
Provide frontline phone and email technical support for customers, troubleshoot equipment and processes, coordinate with service/engineering, manage support cases, produce technical documentation, attend training and occasional onsite shadowing, and provide after-hours and rotating phone coverage.
Top Skills:
Case Management SystemPlcSalesforce
Manufacturing
Provide frontline technical support to internal and external customers via phone and email; troubleshoot packaging and automation equipment, create and manage support cases, coordinate with service and engineering, develop technical documentation and training, and provide occasional onsite diagnostics and after-hours coverage as part of a rotation.
Top Skills:
Plc-Based ControlsSalesforce
Information Technology • Professional Services • Financial Services
Lead and maintain high-availability production and non-production databases (primarily SQL Server) supporting clearing operations. Responsibilities include performance tuning, capacity planning, HA/DR design and runbooks, upgrades, automation for monitoring and maintenance, incident escalation, vendor interaction, and participation in on-call rotation and cross-region handoffs.
Top Skills:
Always On Availability GroupsCommvaultExadataJIRAKanbanLog ShippingOraclePgbackrestPostgresReplicationServicenowSQL ServerT-SqlTransparent Data Encryption (Tde)Windows ServerWindows Server Failover Clustering (Wsfc)
What you need to know about the Chicago Tech Scene
With vibrant neighborhoods, great food and more affordable housing than either coast, Chicago might be the most liveable major tech hub. It is the birthplace of modern commodities and futures trading, a national hub for logistics and commerce, and home to the American Medical Association and the American Bar Association. This diverse blend of industry influences has helped Chicago emerge as a major player in verticals like fintech, biotechnology, legal tech, e-commerce and logistics technology. It’s also a major hiring center for tech companies on both coasts.
Key Facts About Chicago Tech
- Number of Tech Workers: 245,800; 5.2% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: McDonald’s, John Deere, Boeing, Morningstar
- Key Industries: Artificial intelligence, biotechnology, fintech, software, logistics technology
- Funding Landscape: $2.5 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Pritzker Group Venture Capital, Arch Venture Partners, MATH Venture Partners, Jump Capital, Hyde Park Venture Partners
- Research Centers and Universities: Northwestern University, University of Chicago, University of Illinois Urbana-Champaign, Illinois Institute of Technology, Argonne National Laboratory, Fermi National Accelerator Laboratory
