About the position
We are HALO! We connect people and brands to create unforgettable, meaningful, and lasting experiences that build brand engagement and loyalty for our over 60,000 clients globally. Our nearly 2,000 employees and 1,000 Account Executives located in 40+ sales offices across the United States are the reason HALO is the global leader in branded merchandise, uniform programs, and recognition and incentive solutions. HALO is seeking a skilled and customer-focused IT Support Technician to join our IT support team. This role is responsible for handling escalated technical issues, providing advanced troubleshooting, and supporting end-user hardware and software needs. The ideal candidate will have strong technical knowledge, excellent communication skills, and a commitment to delivering high-quality service. This position requires onsite presence in Sterling, IL twice a week.
Responsibilities
- Respond promptly to ServiceNow tickets and prioritize requests based on urgency and business impact.
- Provide advanced support for escalated issues involving system performance, network connectivity, and application errors.
- Troubleshoot and support desktops, laptops, mobile devices, printers, and other peripherals.
- Perform device imaging, repairs, replacements, and reimaging to ensure optimal performance.
- Administer user accounts in Active Directory and other enterprise systems.
- Assist with new hire setups, on-site support, and hardware deployments.
- Collaborate with third-party vendors for hardware repairs and returns.
- Maintain and manage inventory of IT assets including computers, printers, software licenses, and accessories.
- Participate in rotational on-call support outside of normal business hours, including weekends and holidays.
- Provide or facilitate training for end users as needed.
- Document solutions and contribute to the knowledge base to support Level 1 technicians.
- Perform additional duties as required to support business operations.
Requirements
- 2+ years of experience in IT support or a related technical role.
- Strong knowledge of Windows/macOS, mobile operating systems, Active Directory, and basic networking.
- Proficiency with ticketing systems (e.g., ServiceNow) and remote support tools.
- Excellent troubleshooting, analytical, and communication skills.
- Ability to work independently and collaboratively in a hybrid environment.
- Must be able to work onsite in Sterling, IL two days per week.
Benefits
- Comprehensive benefits including nationwide coverage for Medical, Dental, Vision, Life, and Disability insurance.
- 401(k) Retirement Savings Plan.
- Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA).
