Employer Overview
A US-based technology company operating in the Telecom & IT sector, providing managed IT and technical support services to business clients. The company operates in a lean, client-focused environment and requires strong technical expertise and professional communication.
Job Summary
The IT Help Desk will provide advanced technical support to business clients, troubleshoot complex IT issues, and manage escalated tickets. The role requires strong Windows, Microsoft 365, Active Directory, and networking knowledge, with the ability to communicate directly with clients.
Key Responsibilities
- Manage and prioritize multiple support tickets and ensure timely resolution.
- Troubleshoot and resolve Windows desktop and laptop issues.
- Administer and support Microsoft 365, including Exchange Online, Teams, SharePoint, OneDrive, and Intune.
- Perform user administration and basic management within Active Directory.
- Troubleshoot networking issues including VLANs, routing, switching, and firewalls.
- Support Windows Server environments at a basic administrative level.
- Assist with printers, peripherals, and other end-user hardware.
- Escalate complex or unresolved issues to senior technical resources with clear documentation.
- Communicate directly with clients in a professional and confident manner.
Qualifications
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- Minimum 5 years of hands-on IT support experience.
- Previous experience in a Managed Service Provider (MSP) environment is required/preferred.
- Familiarity with RMM platforms.
- Resourcefulness & analytical thinking.
- Perform user administration and basic management within Active Directory.
- Root-cause orientation.
- Strong prioritization and SLA awareness.
- Ability to multitask and switch between different client issues.
- Strong Windows 11 troubleshooting and support.
- Microsoft 365 administration and troubleshooting.
- Active Directory user administration.
- Networking fundamentals including VLANs, routing, switching, and firewall troubleshooting.
- Basic Windows Server administration.
- RMM platforms.
- Microsoft 365.
- Windows 11.
- RMM platforms.
- General IT support and troubleshooting tools.
- Excellent English, both written and verbal.
- Ability to manage multiple tickets simultaneously.
- Ability to work directly with US-based clients.
- Ability to work independently and under SLA-driven environments.
- Availability to work Chicago business hours and participate in after-hours on-call rotation.
