IT Service Desk Technician, Tier 2 Support & Microsoft 365
Overview
Own end-user support at R.M. Chin & Associates, a Chicago engineering firm, resolving Tier 1 and Tier 2 issues across Windows 11, macOS, and Microsoft 365. 2+ years of hands-on experience will let you hit the ground running, managing incidents, access, and A/V in a fully onsite role. You'll work with a collaborative IT team, document solutions, and contribute to proactive monitoring. This role stands out with a clear $55-75K salary, annual bonuses, and full benefits.
What You'll Do9
- 1Diagnose and resolve end-user hardware, software, and connectivity issues for Windows 11 and macOS systems.
- 2Serve as the first point of contact for Tier 1 and Tier 2 support, handling everyday tech problems with professionalism.
- 3Monitor and track incidents using the ITSM tool, ensuring SLA compliance and clear communication with users.
- 4Assist with asset management, quarterly reviews, and refresh cycles for hardware and software.
- 5Manage user accounts, permissions, and access requests across Microsoft 365 and other platforms, including MFA and RBAC provisioning.
- 6Maintain knowledge base articles and create self-help documentation for the IT portal.
- 7Provide status updates on incidents and requests, educating users on IT capabilities and security best practices.
- 8Support proactive monitoring of critical systems to prevent potential issues from impacting users.
- 9Investigate recurring issues and recommend permanent solutions through root cause analysis.
Requirements8
- 12+ years of experience providing end-user support in a professional setting.
- 2B.S. in Information Systems, Information Technology, Computer Science, or a related field.
- 3Excellent knowledge of Windows 11 and macOS operating systems.
- 4Hands-on troubleshooting experience with laptops and desktops.
- 5Familiarity with the Microsoft 365 suite, including Outlook, Teams, and SharePoint.
- 6Understanding of modern security principles and capabilities, such as MFA and RBAC.
- 7Strong verbal and written communication skills, with a positive, customer-focused attitude.
- 8Ability to work fully onsite at the Chicago office (550 W Jackson Blvd).
Salary Insight
$55 - $75k per year
Location
Required Skills
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