Job Description
Company Overview:
Everything we do is for educators. We’re partnering with them to advance a bold vision for education that boosts district performance and student success. At Follett Software, we empower educators across roles with technology that streamlines processes and manages information and resources to improve their schools, increase student success, and drive the future of education. We believe that by empowering educators to amplify their impact on students’ lives, we can change the world. Our goal and mission is to drive the future of education. We are inspired by educators to deliver transformative technology. Our innovative, connected solutions simplify challenges and offer a seamless and intuitive experience.
POSITION SUMMARY
We are looking for a Desktop Support Technician to join our team in McHenry, IL. This is a hands-on, hybrid role for someone early in their IT career who is eager to learn, grow, and build a strong foundation in end-user support. The person in this role will support employees across in-office, remote, and global environments, helping with hardware, software, SaaS applications, account access, device setup, troubleshooting, and day-to-day technical issues. We are looking for someone who enjoys helping people, likes solving problems, and wants to keep building their technical skills.
This role also requires someone who is comfortable supporting AI tools used across the business and has experience in using AI to work more efficiently, solve problems faster, and improve the support experience. The right candidate brings a strong work ethic, a service-first mindset, curiosity, and the ability to grow in a fast-moving environment.
POSITION SCOPE
Responsibilities
· Provide day-to-day desktop and end-user support for employees across in-office, remote, and global environments
· Install, configure, test, maintain, and troubleshoot laptops, monitors, mobile devices, printers, peripherals, operating systems, and other end-user technology
· Research and resolve hardware, software, operating system, network, audio/video, and application issues in a timely and accurate manner
· Support SaaS applications, user accounts, permissions, password resets, and onboarding/offboarding tasks
· Assess needs for new tools, functions, and software applications, and recommend improvements to existing systems and workflows
· Help support collaboration, productivity, and AI tools used across the organization, including basic troubleshooting and user adoption support for approved AI tools and workflows
· Use AI tools appropriately in daily work to improve troubleshooting, research, documentation, knowledge sharing, and issue resolution
· Create and maintain clear documentation for applications, configurations, support processes, issue resolution, and knowledge articles
· Prepare reports, instructions, and user-facing documentation as needed to support consistent operations and end-user understanding
· Serve as a liaison between employees and vendors by helping coordinate installations, issue resolution, and follow-up
· Help ensure employees understand company policies and best practices related to the use of computers, networks, internet access, and business systems
· Partner with internal teams to improve the employee support experience, maintain asset tracking and device standards, and escalate more complex issues when needed while keeping stakeholders informed
· Other duties as assigned
QUALIFICATIONS
· 2-4 years of experience in desktop support, technical support, help desk, or a similar IT support role
· CompTIA A+ and/or Network+ certification strongly preferred
· Strong customer service mindset with a helpful, professional, and responsive approach
· Experience supporting users in a SaaS-based environment
· Experience working with remote, distributed, and global teams
· Working knowledge of Windows and common desktop productivity tools
· Comfort troubleshooting a wide range of end-user technology issues
· Familiarity with identity and access tools, endpoint management, ticketing systems, and common collaboration platforms
· Exposure to AI-enabled workplace tools or experience helping users adopt new technology
· Strong communication skills and the ability to explain technical issues in plain language
· Organized, dependable, and able to manage multiple support requests effectively
· Eager to learn, open to feedback, and motivated to grow within IT support and operations
WORK ENVIRONMENT
· This is a hybrid role based out of McHenry, IL with three (3) days per week in the office required.
· Only open to candidates currently located in the United States and able to work without sponsorship.
· Remote work requires a suitable space that provides a private and quiet workplace.
· Work hours and schedules are set to accommodate the requirements of the position and the needs of the organization and may be adjusted as needed.
PHYSICAL REQUIREMENTS
· Perform tasks in a home office environment with frequent virtual meetings, communications, and interruptions, requiring effective time management and prioritization.
· Prolonged sitting with sustained visual focus on digital screens, requiring the ability to interact at a typical working distance.
· Frequent use of keyboard and mouse, involving repetitive hand movements and fine motor skills for typing, navigating, and handling materials.
· Occasionally adjust position or move within the workspace to reach, retrieve, or access items, involving bending, twisting, or reaching, and occasionally lifting or carrying items weighing up to 20 pounds.
· Travel requirements: Minimal (less than 10%)
This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. However, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position. Duties, responsibilities, and activities may change at any time with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.
EEO
Follett Software provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We are committed to providing reasonable accommodations to, among others, individuals with disabilities and disabled veterans. If you are interested in applying for employment and need assistance or an accommodation in the application process due to a disability, please contact us by email and let us know the nature of your request and your contact information.
Email: recruiting@follettsoftware.com
CCPA Notice for California Residents: https://follettsoftware.com/wp-content/uploads/2024/10/Notice-to-California-Applicants.pdf