IT Support Specialist

Official Rolex Jeweler of Chicago, CD Peacock stands as the pinnacle of sophistication in the Chicago area, revered for its exquisite collection of Swiss timepieces, unparalleled diamonds, opulent jewelry, and exquisite gifts. At CD Peacock, we hold the belief that a customer, akin to a rare and flawless diamond, deserves timeless dedication. Leveraging our esteemed position as an internationally acclaimed jeweler, we curate access to the world's most exquisite diamonds, ensuring uncompromised quality and unparalleled value. For well over a century, we've meticulously crafted our legacy upon this principle. Anticipating the pleasure of guiding you towards discovering your perfect diamond—a cherished legacy to grace your life for generations to come.

As an IT Support Specialist at CD Peacock, you will provide hands-on technical support to employees across our corporate office and retail locations and help ensure the reliable operation of the Company’s technology systems. You will independently troubleshoot and resolve hardware, software, network, printer, mobile device, and system-access issues, escalating more complex problems when needed. This role requires strong problem-solving skills, clear communication, and responsive, professional customer service.

• →Serve as the first point of contact for employee technical support requests received by phone, email, chat, or the Company’s ticketing system.
• →Independently troubleshoot and resolve hardware, software, network, printer, mobile device, and connectivity issues, keeping employees informed and coordinating with internal IT resources and vendors as needed through resolution.
• →Install, configure, maintain, and troubleshoot desktops, laptops, peripherals, mobile devices, and business applications.
• →Create, manage, prioritize, and resolve support tickets in accordance with established service expectations.
• →Set up and manage user accounts, passwords, permissions, and system access using Active Directory and Microsoft 365.
• →Support employee onboarding and offboarding, including account setup, access changes, equipment preparation, and equipment collection.
• →Perform routine system updates, software installations, security patches, and preventative maintenance.
• →Support conference room technology, video-conferencing systems, and other office equipment.
• →Maintain accurate inventory records for IT hardware, software, licenses, and assigned equipment.
• →Document troubleshooting procedures, system configurations, resolutions, and knowledge-base articles.
• →Identify recurring technical issues and recommend improvements to reduce disruptions and improve the employee experience.
• →Follow Company information-security policies and promote cybersecurity best practices.
• →Escalate complex or unresolved technical issues to the appropriate internal or external resource.
• →Provide occasional technical support at other CD Peacock locations as needed.
• →Perform other information technology-related duties as assigned.

• Associate degree in Information Technology, Computer Science, or a related field, or equivalent relevant work experience.
• Minimum of 3 years of hands-on IT help desk, desktop support, or related technical support experience; 3–5 years preferred.
• Experience supporting multiple locations or working for a managed IT services provider is preferred.
• Working knowledge of Windows 10 and Windows 11, Microsoft 365, Active Directory, PC hardware troubleshooting, and basic networking concepts, including TCP/IP, DNS, and DHCP.
• Working knowledge of SQL databases is preferred.
• Experience supporting retail technology, including point-of-sale systems, is preferred.
• Experience supporting macOS and mobile devices, including iOS and Android, is preferred.
• Familiarity with Microsoft Entra ID, formerly Azure Active Directory, is preferred.
• Experience with remote-support and ticket-management tools is preferred.
• CompTIA A+, Network+, Microsoft, or other relevant technical certifications are preferred.
• Knowledge of PowerShell scripting or other programming languages is a plus.
• Strong technical troubleshooting, analytical, and problem-solving skills.
• Excellent communication and interpersonal skills, with the ability to explain technical issues clearly to nontechnical employees, remain patient under pressure, and build effective working relationships with corporate and retail teams.
• Strong organizational and time-management skills with the ability to prioritize multiple requests.
• High attention to detail and commitment to accuracy.
• Demonstrates professionalism, honesty, integrity, discretion, and sound judgment.
• Must be able to work 40 hours per week onsite.
• Must be able to lift and move computer equipment weighing up to 40 lbs.
• Occasional travel between Company locations may be required.