Fast Facts

Sourcebooks is seeking a detail-oriented Technical Support Specialist Level I to provide frontline IT support and troubleshooting for staff across various platforms. This role, based in Naperville, IL, will handle IT requests, conduct orientations, and support webinars, requiring both technical skill and customer service aptitude.

Responsibilities: Provide IT support via email, tickets, and in-person, troubleshoot various tech issues, document support interactions, conduct orientations for new hires, and moderate company meetings.

Skills: Strong technical knowledge of Windows and macOS environments, excellent communication and documentation skills, experience with Active Directory and Office 365, ability to work independently and collaboratively across departments.

Qualifications: Minimum 1 year of experience in an IT environment, knowledge of asset management tools, certifications like A+, Network+, or Microsoft are a plus.

Location: This position is based in Naperville, IL, with a potential hybrid work option after 90 days.

Compensation: $23 - $25 / Hourly

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 the first point of contact for staff IT needs, handling support requests across email, Teams, tickets, and in-person. You'll diagnose and resolve everyday technical issues, contribute to documentation and knowledge bases, conduct IT orientations, and support company webinars and meetings. You'll also engage in ongoing training and project work to help keep our systems and users operating at their best.

This position is 5 days/week in Naperville with the opportunity to move to hybrid after 90 days.

This is a hourly, non-exempt position with a range of $23.00 - $25.00/hourly. 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 a fair and competitive salary that aligns with both the company and the candidate’s qualifications.

What you’ll do:

Provide frontline IT support via email, Teams, tickets, and in-person
Troubleshoot password resets, account lockouts, software issues, and connectivity problems
Accurately document all support interactions and troubleshooting steps
Support a mixed Windows and macOS environment
Prioritize tickets based on urgency and impact; research and log solutions
Set up and moderate webinars, company meetings, and conferences
Conduct IT orientations for new hires, covering systems, policies, and security
Maintain and contribute to internal and user-facing knowledge base articles
Record time spent on support tasks, tickets, and walk-ups
Serve as backup in setting up new user workstations for onboarding
Lead or contribute to projects such as knowledge base expansion, user training documentation, and IT process improvement
Maintain a helpful and approachable attitude and build collaborative relationships
Must love books!

What you bring:

Minimum 1 year of experience in a 300+ user Active Directory environment with Office 365
Strong technical knowledge of Windows and macOS hardware and software
Excellent communication, organization, planning, and documentation skills
Ability to work independently and collaboratively across departments
Familiarity with asset management and tracking tools is a plus
Certifications such as A+, Network+, Security+, ITIL, ASCP, or Microsoft are a plus
Physical requirements: Must be able to bend, twist and lift 25lbs

Why Sourcebooks?

At Sourcebooks, books change lives is more than just our mission. It’s the reason we do what we do every day. Just ask the 500 million+ readers we've reached so far. We put authors at the heart of everything we do, blending creativity with deep insights and data to break new ground. Our innovative approach has earned us recognition as Newsweek’s #2 Most Loved Workplace, a Best Workplace by Inc., and an innovation leader by Fast Company twice. Publishers Weekly named us “by far the most successful self-made publisher operating in the 21st century,” and in 2025 we received the Book Industry Study Group’s highest honor for “redefining what it means to be a book publisher in the 21st century.”

Ready to Apply:

Please submit your resume, salary requirements and a cover letter detailing your relevant experience and interest in this role. Applications without a cover letter will not be considered. Show us your passion and creativity — we’re looking for someone who’s as enthusiastic about this opportunity as we are!

Full-time employees are eligible for our comprehensive benefits program. Our range of benefits include, but are not limited to, Medical/Prescription drug insurance, Dental, Vision, Health Care, Dependent Care, Flexible Spending Account, 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.

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