Career opportunities at PRO

Job Description

Do you tinker with your computer, or do your friends and family consider you their IT support PRO? Are you looking to get your foot in IT’s door and gain real-world experience in an IT Support Role?  

PRO is looking for an Entry-level IT Support Specialist who is eager to learn and passionate about technology. The PROs will train you to become self-sufficient and gain vast expertise in the IT field.  

Position Summary
The Intake IT Support Specialist will provide Level I Technical Support for clients, assist with new deployments, and document client requests. You will directly communicate with end-users to solve or escalate tickets. You will be the first point of contact on the phone, answering general questions and handling some administrative tasks. Thinking critically, communicating clearly, and working independently are crucial. 

What we’re looking for:

• Excellent customer service experience: on the phone or in-person
• Any IT-related certification is a must (e.g., Google IT Support Professional, A+, Network+, MS-900)
• Good computer setup and troubleshooting skills on both PCs and Macs
• Proven basic networking and remote support skills
• Has a passion for technology and enjoys helping others
• Able to prioritize tasks and work well in a team setting
• Reliable and personable

Your day-to-day as an Intake IT Support Specialist:

• Act as the first point of contact for clients (approx. 10–20 calls and tickets a day) 
• Answer incoming calls and emails in a friendly and efficient manner 
• Solve a variety of technical issues and escalate tickets if necessary 
• Explain technical terms to clients in a simple, understandable way 
• Provide administrative support (answering general questions, resolving administrative problems, etc.) 

Responsibilities and duties:

• Answer incoming client calls in a courteous and friendly manner 
• Create and assign tickets for clients that have technical problems 
• Remotely assist clients with level I technical issues, such as: 
  • Reset/unlock user email (M365 or other) and Domain password 
  • New Employee/User Onboarding and User Terminations 
  • USB/Network Printer/Scanner installation and troubleshooting  
  • Windows macOS setup and troubleshooting
  • Outlook/Word/Excel/PowerPoint Setup/troubleshooting 
  • Set up and troubleshoot VPN connections 
  • Staging PCs or Macs for on-site deployment, etc. 
• Document ticket resolution and create workflows if needed 
• Answering general questions about our services and ensuring payments are made promptly 

Company overview:

PRO is an MSP specializing in fast and personable IT Support for small businesses and non-profits in the Chicagoland area. We are a team of 8 and provide ongoing/on-demand IT support services for over 100 SMBs (1-50 users). Our clients are usually 9 am to 5 pm businesses operating in the following industries: manufacturing, law and legal, real estate, property management, professional services, etc. 

Our services include but are not limited to: Computer/server monitoring, maintenance, antivirus, and cloud/on-premises backup, remote help desk support, on-demand on-site services (computer setup/troubleshooting, LAN/WLAN troubleshooting, wiring, etc.), IT Projects (office network build-up/troubleshooting, MS 365 migration/security, Azure Virtual Desktop/Cloud Services, etc.), 3CX VoIP and MS Teams Business Voice Setup/Support, Web Design, Development, and Marketing. 

Benefits and perks:

• Starting Salary: $18-25/hr. – commensurate with your experience and skills 
• 100% Paid BCBS Healthcare after 30 days 
• 401k with a 3% company match after the 1st year 
• Unlimited PTO, based on job performance and client service coverage 
• 100% Certification Reimbursement