About the Role
The IT Support Technician – Level 2 is responsible for providing hands-on technical support for end users and endpoint devices across multiple locations. This role is responsible for imaging, configuring, deploying, and supporting Windows PCs and Apple MacBooks while providing advanced troubleshooting for hardware, software, application, and user issues.
This role will have experience supporting both Microsoft Active Directory (on-premises) and Microsoft Entra ID, along with strong knowledge of the Microsoft 365 ecosystem. This position requires excellent problem-solving skills, the ability to independently triage and resolve technical issues, and a commitment to delivering outstanding customer service.
Key Responsibilities
Endpoint Deployment & Management
- Image, configure, deploy, and maintain Windows laptops, desktops, and Apple MacBooks.
- Perform device provisioning, software installation, system updates, and hardware upgrades.
- Configure user profiles, security settings, and standard corporate applications.
- Maintain endpoint inventory and asset management records.
- Assist with device lifecycle management, including deployment, replacement, and retirement.
User Support & Troubleshooting
- Provide Level 2 technical support for end users in person, remotely, and over the phone.
- Troubleshoot and resolve hardware, software, operating system, and application issues.
- Diagnose and resolve account access, authentication, and connectivity problems.
- Escalate complex issues to appropriate technical teams when necessary.
- Document incidents, resolutions, and support activities within the ticketing system.
Microsoft 365 Administration & Support
- Support users across the Microsoft 365 platform, including:
- Outlook
- Teams
- OneDrive
- SharePoint Online
- Microsoft Office applications
- Troubleshoot email, collaboration, file-sharing, and licensing issues.
- Assist with user onboarding, offboarding, and account administration.
Identity & Access Management
- Administer and support user accounts within:
- Active Directory (on-premises)
- Microsoft Entra ID
- Manage user permissions, group memberships, password resets, and account provisioning.
- Support hybrid identity environments and authentication-related issues.
Application & Incident Management
- Triage user-reported issues and determine root cause.
- Troubleshoot business applications and coordinate with application owners or vendors when necessary.
- Prioritize incidents based on business impact and urgency.
- Ensure timely resolution of support requests while maintaining high customer satisfaction.
Site Support
- Provide onsite support primarily in Rosemont, IL.
- Travel as needed to the Elgin, IL location to support end users, projects, deployments, and technical issues.
- Assist with office technology moves, additions, and changes.
Qualifications
- Associate’s degree in information technology, Computer Science, or equivalent work experience.
- 3+ years of experience in a desktop support, service desk, or endpoint support role.
- Experience imaging and configuring Windows PCs and Apple MacBooks.
- Hands-on experience with:
- Active Directory (on-premises)
- Microsoft Entra ID
- Microsoft 365 administration and support
- Experience supporting Windows 10/11 and macOS environments.
- Strong knowledge of Microsoft Office and Microsoft 365 applications.
- Experience with endpoint troubleshooting, hardware support, and software deployment.
- Familiarity with ticketing and incident management systems.
- Strong analytical, troubleshooting, and problem-solving skills.
- Excellent verbal and written communication skills.
- Valid driver's license and ability to travel between Rosemont and Elgin locations.
Preferred Qualifications
- Experience with Microsoft Intune and endpoint management solutions.
- Experience supporting hybrid Microsoft environments.
- Knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, and wireless networking.
- Relevant certifications such as:
- Microsoft Certified: Modern Desktop Administrator Associate
- Microsoft 365 Certified Fundamentals
- CompTIA A+
- CompTIA Network+
Key Competencies
- Customer Service Excellence
- Technical Troubleshooting
- Time Management
- Incident Prioritization
- Documentation and Process Adherence
- Communication Skills
- Attention to Detail
- Team Collaboration
- Independent Problem Solving
Physical Requirements
- Ability to move, lift, and install desktop equipment and peripherals up to 40 pounds.
- Ability to travel between office locations as needed.
- Ability to work onsite and provide hands-on support in office environments.
What You Bring: A technically proficient Level 2 technician who thrives in a hands-on support environment, can independently triage and resolve user and application issues, and possesses strong experience supporting Windows, macOS, Active Directory, Entra ID, and Microsoft 365 technologies.