2nd Shift Help Desk Support

Sentinel Technologies; Downers Grove (IL); On-site; USD 55,000 - 65,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401K

Paid time-off

Education & training opportunities

Job summary

Sentinel Technologies, a leading IT services provider, is seeking a customer-focused 2nd Shift Help Desk Support Technician to deliver remote technical support and issue resolution for a diverse client base.

Responsibilities include troubleshooting end-user hardware, software, OS, mobile devices, and cloud issues while supporting Windows and Apple environments. This role offers hands-on training and fits a fast-paced MSP setting.

Qualifications

• 1-3+ years of Help Desk or Technical Support experience, preferably within an MSP environment.
• Experience supporting Windows 10/11, Active Directory, Entra ID (Azure AD), DNS, and DHCP.
• Hands-on experience supporting macOS (iMacs and MacBooks), Apple iOS, and Android devices.
• Experience with ITSM and remote support tools such as ServiceNow, Kaseya, JAMF, Microsoft Teams, Webex, or similar platforms.
• Strong written and verbal communication skills with exceptional attention to detail and documentation accuracy.

Responsibilities

• Provide remote technical support and issue resolution for a diverse client base.
• Troubleshoot end-user hardware, software, operating systems, mobile devices, and cloud issues.
• Manage ServiceNow tickets and work independently in a fast-paced MSP environment.
• Deliver exceptional customer service while maintaining high customer satisfaction.

Skills

Customer service

Troubleshooting

Communication skills

Independent worker

Bilingual Spanish

Tools

ServiceNow

Kaseya

JAMF

Microsoft Teams

Webex

Intune

Autopilot

SCCM

Job description

Responsibilities

Sentinel Technologies is seeking a customer-focused 2nd Shift Help Desk Support Technician to provide remote technical support and issue resolution for a diverse client base. This role is responsible for troubleshooting end-user hardware, software, operating systems, mobile devices, and cloud-based technology issues while delivering exceptional customer service. The ideal candidate will have experience supporting both Windows and Apple environments, managing ServiceNow tickets, and working independently in a fast-paced Managed Services environment.

This position requires strong technical troubleshooting skills, excellent communication, and the ability to efficiently manage multiple priorities while maintaining high levels of customer satisfaction and operational effectiveness.

This position is a direct hire full-time role with Sentinel. Hours are Monday-Friday 3:30pm-12:00AM. There is 4-6 weeks of training which will be conducted during first shift hours of 8:30am-5pm.

Qualifications

- 1-3+ years of Help Desk, Service Desk, or Technical Support experience, preferably within an MSP environment.

- Strong troubleshooting experience supporting Windows 10/11, Active Directory, Entra ID (Azure AD), DNS, and DHCP.

- Hands-on experience supporting macOS (iMacs and MacBooks), Apple iOS, and Android devices.

- Experience with Mobile Device Management (MDM), Multi-Factor Authentication (MFA), and endpoint deployment technologies including Intune, Autopilot, and SCCM.

- Knowledge of workstation and server patch management, endpoint security, and remote support best practices.

- Experience using ITSM and remote support tools such as ServiceNow, Kaseya, JAMF, Microsoft Teams, Webex, or similar platforms.

- Strong written and verbal communication skills with exceptional attention to detail and documentation accuracy.

- Ability to manage multiple priorities, work independently, and provide excellent customer service in a fast-paced environment.

- Demonstrated ability to learn new technologies quickly, adapt to changing client environments, and effectively collaborate across teams.

- Valid driver's license, reliable transportation, proof of insurance, and ability to lift up to 75 lbs. independently (150 lbs. with assistance).

- Legally authorized to work in the United States without sponsorship.

- Microsoft, Azure, or CompTIA certifications (A+, Network+, Security+, AZ-900, AZ-104, MD-102, MS-102, etc.) and bilingual Spanish skills are highly preferred.

- Legally authorized to work in the US without sponsorship

- Must demnstrate a “can-do” attitude

We focus on candidates that display our “ACE” factor – Attitude, Compassion, and Enthusiasm to deliver quality solutions with exceptional customer service.

Compensation:

$55,000-$65,0000 a year.

What you get:

We offer an energetic work environment with many corporate culture amenities, competitive salary, and rich benefit plan including: Medical, Dental, Vision, 401K, 529, Life Insurance, Income Protection Short and Long-Term Disability, Medical and Child/Elder Care, Flexible Spending Account Plans, Family Planning Benefits, Financial Education, Identity Theft Protection and Assistance, Legal Services, Employee Assistance Program, Two weeks’ vacation, additional paid time-off for Personal and Sick, certification and hands-on training, and employee discount for product services and entertainment.

Overview

MOTIVATED…..make IT happen!

Sentinel Technologies, Inc. has been rated a top workplace every year since 2012!

About Us:

Sentinel delivers solutions that can efficiently address a range of IT needs – from security, to communications, to systems & networks, to software applications, to cloud and managed services; all of which include our staffing solutions for our clients. Since 1982, Sentinel has grown from providing technology maintenance services to our current standing as one of the leading IT services and solutions provider in the US. We have aligned with many of today’s global technology leaders including Cisco, Dell, VMware and Microsoft. Sentinel services customers both nationally and internationally with primary support operating centers in Downers Grove (HQ), Chicago, and Springfield, IL; Phoenix, AZ.; Lansing, and Grand Rapids, MI; Milwaukee, WI; and Denver, CO.

If you are MOTIVATED… you can make IT happen at Sentinel. Our commitment to our employees is to create a work environment that encourages creativity, an entrepreneurial spirit, fosters growth through certification and hands-on training, and values a team-oriented culture with rewards based on impact!

If you share our passion about what technology can do and want to be part of a top workplace environment – we’d like to have you join our team. Learn more at www.sentinel.com/careers.

As part of Sentinel's employment process, candidates will be required to complete a background check. Only those who meet the minimum requirements will be contacted. No phone calls please.

Sentinel is proud to be an equal opportunity employer including disability and veterans. In accordance with Title VII and state regulations, all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, marital status, pregnancy, genetics, disability, military, veteran status or any other basis protected by law.

If you are an individual with a disability and need assistance in applying for a position, please contact [e-mail].

The “Know Your Rights” Poster is available here

https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf

Sentinel EEO Policy Statement is available here.

https://www.sentinel.com/about/diversity

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