Lawson Products · 15 hours ago
IT Technical Support Specialist Lead
Chicago, IL
Full-time
Onsite
Mid, Senior Level
$83K/yr - $100K/yr
7+ years expLawson Products has been a leader in the MRO industry since 1952, focusing on enhancing operational efficiency for their customers. They are seeking a Lead Technical Support Specialist to manage technical projects, provide tier-three support, and ensure personal computing technologies align with industry standards.
LogisticsSupply Chain Management
Responsibilities
Plans, configures, implements, and deploys changes to existing personal computing software
Provides tier-three support as needed for corporate and remote office desktops
Identifies, configures and administers personal computing technologies for the entire organization
Performs advanced system and user administration and design for the entire organization
Configures and administers software and peripheral equipment onto corporate workstations
Manages and installs appropriate operating system and software upgrades, patches, printers, drivers, etc
Resolves complex end-user requests for installs, problem diagnoses, and equipment repairs. Performs hands-on fixes, including software/ hardware installation and upgrades
Researches and identifies solutions for a wide range of computing issues, coordinating solutions with the other IT groups (BAs, Network, Development) as well as vendors. Consults with Business Analysts and developers to explain software errors or recommend changes to programs
Logs and tracks issues using problem-management software. Prepares standard statistical reports to obtain departmental support metrics. Analyzes and evaluates incident reports and makes recommendations to reduce incident rate and drive first contact resolution
Engages vendors to ensure proper functioning of hardware and software, calling vendors to request service regarding defective products and compliance
Manages projects related to personal computing technologies, implementing changes to technologies via the change management process
Recommends, implements, and delivers new technical solutions. Tests software and hardware to evaluate ease of use and determine if product will aid user in performing work. Tests new versions of any software
Ensures software and hardware license compliance as well as compliance documentation
Maintains documentation and system procedures collectively with the support team. Creates and maintains knowledge and self-help documents for the help desk
Communicates documentation, materials, and notification emails related to IT system changes, upgrades and availability
Approves user job-aids, training manuals and procedures written by the intermediate and senior analyst and publishes documentation for end-user use
Provides user training for software/hardware
Provides technical and personnel leadership in the absence of the department manager and participates in the team performance evaluation process
Additional duties as assigned
Qualification
Required
Bachelor's degree in computer science required, with 7 years of experience in a technical support environment configuring and administering systems that support users, or an equivalent combination of education and experience
Technical call center leadership or tier 2/3 support team leadership experience required
This job requires up to 5% out-of-state travel as required, as well as occasional travel to our McCook, IL facility
Windows 11 operating system expertise
Advance knowledge of Active Directory users and computers administration tool experience
Requirement to learn and support Lawson proprietary order systems
Configures and administers Microsoft Office 365
Knowledge of basic TCPIP, DNS, DHCP and LAN routing and monitoring technologies
Expert level knowledge of PC and server computer hardware
Advanced application support experience with Microsoft Office products
Configuration, administration and deployment of PC diagnostic utilities
Strong written/oral communication and interpersonal skills
Exceptional customer service skills and customer interaction abilities
Excellent documentation skills
Highly self-motivated and directed
Strong leadership and team coaching skills
Ability to effectively prioritize and execute tasks in a high-pressure environment
On Call availability
Ability to travel to remote offices, including international
Flexibility to periodically work nights/weekends to facilitate hardware/software upgrades or corporate moves
Ability to lift and carry up to 50 pounds (The job requires the ability to lift and move certain pieces of computer hardware including PCs, monitors, servers, printers and other pieces of office equipment.)
Preferred
Microsoft Certifications (CCNA, MCP, MCSE) desirable
ITIL V4 Certification preferred
Benefits
401k
Vision
Dental
Medical benefits
Paid holiday
PTO package
Company
Lawson Products
Lawson Products is an industrial distributor of maintenance and repair products.
1001-5000 employees
H1B Sponsorship
Lawson Products has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
Funding
Current Stage
Public CompanyTotal Funding
unknown1978-01-13IPO
Leadership Team
Ronald Knutson
EVP, CFO
Rick Pufpaf
SVP, General Counsel, Chief Compliance Officer & Secretary
Recent News
2025-10-31
Company data provided by crunchbase