We’re looking for a detail-oriented, service-minded IT Technical Support Specialist, Level I to join our dynamic IT team. In this frontline role, you’ll be a first point of contact for staff IT needs, responding to support requests across email, Teams, tickets, and in person. You’ll diagnose and resolve everyday technical issues, document troubleshooting and solutions, contribute to our knowledge base, conduct IT orientations and user training, and support company webinars and meetings.
You’ll also collaborate with the IT team and other departments on projects and process improvements while continuing to develop your technical skills and knowledge of current and emerging technologies.
This position is based in Naperville and is onsite 5 days per week, with the opportunity to move to a hybrid schedule after 90 days.
This is an hourly, non-exempt position with a pay range of $23.00–$25.00 per hour. We determine starting pay based on a thorough evaluation of job-related factors, including geographic location, market conditions, relevant experience, training, and education. This process ensures fair and competitive compensation that aligns with both the position and the candidate’s qualifications.
What you’ll do:
- Provide frontline IT support to staff via email, Teams, tickets, and in person
- Diagnose and resolve common technical issues, including password resets, account lockouts, software errors, and connectivity problems
- Support a mixed Windows and macOS environment
- Accurately document support interactions and all steps taken during the troubleshooting process
- Prioritize tickets and tasks based on impact and urgency, research solutions for unfamiliar issues, and document solutions for future reference
- Provide thorough solutions that meet established service levels and customer satisfaction standards
- Set up and moderate webinars, company meetings, and conferences
- Conduct IT orientations for new hires, providing guidance on company technology, security policies, and systems access
- Provide user training on company applications and security best practices
- Create and maintain internal and user-facing knowledge base articles for commonly reported issues
- Record time spent on support tasks, tickets, projects, and walk-up interactions
- Serve as backup for setting up new user computers and workstations during onboarding
- Lead or contribute to IT projects, including knowledge base expansion, user training documentation, orientation improvements, and IT process improvements
- Track assigned project work and complete projects according to established deadlines
- Collaborate with the Support Team, IT, and other departments to help achieve company goals
- Continue developing your technical skills and knowledge of current and emerging technologies
- Maintain a positive, courteous, helpful, and approachable attitude while building collaborative relationships across the company
- Perform other duties as assigned
- An appreciation for books and publishing is a plus!
- Minimum of 1 year of experience working in a 300+ user Active Directory environment with Microsoft 365
- Strong understanding of IT hardware and software, including Windows and macOS
- Excellent communication, organizational, planning, documentation, and writing skills
- Ability to work independently and collaboratively as part of a team
- Ability to manage multiple priorities in a fast-paced environment
- Strong customer-service mindset and willingness to research and learn unfamiliar technologies
- Experience with asset management and asset tracking tools is a plus
- Familiarity with project-tracking tools such as Monday.com and Smartsheet is a plus
- Certifications such as A+, Network+, Security+, ITIL, ASCP, or Microsoft certifications are a plus
Physical requirements: Must be able to bend, twist, and lift up to 25 lbs.
Full-time employees are eligible for our comprehensive benefits program. Our range of benefits includes, but is not limited to, Medical/Prescription Drug Insurance, Dental, Vision, Health Care and Dependent Care Flexible Spending Accounts, Health Savings Account, 401(k), Short- and Long-Term Disability Insurance, Life/AD&D Insurance, and generous paid time off.
Sourcebooks values the array of talents and perspectives that a diverse workforce brings. All qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status.
Skills Required
- Minimum of 1 year experience in a 300+ user Active Directory environment with Microsoft 365
- Strong understanding of IT hardware and software, including Windows and macOS
- Excellent communication, organizational, documentation, and writing skills
- Ability to work independently and collaboratively as part of a team
- Ability to manage multiple priorities in a fast-paced environment
- Strong customer-service mindset and willingness to research and learn unfamiliar technologies
- Ability to bend, twist, and lift up to 25 lbs
- Experience with asset management and asset tracking tools
- Familiarity with Monday.com and Smartsheet
- Certifications such as A+, Network+, Security+, ITIL, ASCP, or Microsoft certifications
Sourcebooks Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Sourcebooks and has not been reviewed or approved by Sourcebooks.
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Leave & Time Off Breadth — Generous PTO, paid holidays and sick days, and a sabbatical program are highlighted, with additional closure between Christmas and New Year’s. These elements collectively indicate a wide range of time‑off options.
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Parental & Family Support — Generous parental leave includes six weeks paid for both parents that can be combined with FMLA, alongside family medical leave. This reflects structured support for caregiving needs.
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Healthcare Strength — Medical, dental, and vision coverage are provided along with life insurance, short‑ and long‑term disability, FSAs, and mental‑health benefits. The package spans core health protections and ancillary supports.
Sourcebooks Insights
What We Do
“Sourcebooks, a legitimate contender for the title of ‘most innovative company in book publishing.’”—Mike Shatzkin, Idealog Innovators. Always looking for ways to bring new experiences to our readers, data is the backbone that gives direction to our creativity and informs our innovative spirit. Put Me In The Story, now the #1 personalized book platform in the U.S., is one of three e-commerce businesses we operate. We are committed to innovative publishing and to exploring new publishing platforms and models. Owners and Entrepreneurs. We take pride in being pioneers. Each of us is a leader invested in creating breakthrough for ourselves, our company, and readers everywhere. Starting with just one book in 1987, we now publish more than 300 new titles each year. With millions of books sold and more than 80 New York Times and USA Today bestsellers—and more—Sourcebooks publishes authors, not books. Constantly Learning. Not content to rely on yesterday’s knowledge, we know tomorrow’s opportunities can be discovered only with a passionate desire to explore new ideas. We Create Amazing. Every book and product we create and every life we touch is an opportunity to deliver the unexpected and the extraordinary. Our award-winning books earn accolades from Parenting Media Awards, YALSA Lists, Texas Bluebonnet, state awards, the Society of Illustrators Gold Medal Award, and more. Book Business Magazine named Sourcebooks 2013 Publishing Innovator of the Year. From children’s, young adult, fiction, and memoir to personalized books, inspirational gifts, reference, poetry, and beyond, we believe books change lives. It is the heart of all that we do. We are excited to work with passionate authors, booksellers, librarians, designers, media, brand partners, and others to create a vibrant future for books. FIND US ONLINE www.sourcebooks.com www.putmeinthestory.com www.simpletruths.com www.123magic.com
