Desktop Support Technician - Willowbrook, IL (HQ)

Club Champion; Illinois; On-site; USD 50,000 - 60,000; Full time

Job summary

A leading company in sporting goods is seeking a Level 2 Desktop Support Technician to provide technical support and enhance user satisfaction. The role involves troubleshooting hardware/software issues, managing user accounts, and collaborating on IT projects. Ideal candidates will have a Bachelor's degree in computer science and experience in technical support. Join a dynamic team focused on improving IT processes and user experience.

Benefits

Paid time off

Medical/Dental/Vision Insurance

401(k)

Life Insurance

Qualifications

• At least 2 years in technical or desktop support roles.
• Preferred certifications include CompTIA A+, Network+, Security+, Microsoft MCSA.

Responsibilities

• Provide advanced troubleshooting for hardware and software issues.
• Resolve escalated support tickets promptly, adhering to SLAs.
• Support network connectivity issues, including VPN and remote desktop support.

Skills

Communication

Customer Service

Problem Solving

Education

Bachelor’s degree in computer science

Tools

ServiceNow

Jira

Zendesk

Freshworks

Job description

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JOB SUMMARY

The Level 2 Desktop Support Technician is responsible for providing technical support to end-users and delivering high-quality service throughout the organization. This role focuses on resolving hardware and software issues related to desktops, laptops, and peripherals, ensuring high customer satisfaction. The technician will collaborate with IT team members to support business needs and improve support processes.

Essential Functions

1. Provide advanced troubleshooting for hardware and software issues on desktops, laptops, and mobile devices.
2. Resolve escalated support tickets promptly, adhering to SLAs.
3. Install, configure, and maintain computer hardware, operating systems, and applications.
4. Support network connectivity issues, including VPN and remote desktop support.
5. Manage user accounts, permissions, and access within Active Directory and other platforms.
6. Assist in setting up, deploying, and maintaining IT assets, including imaging new systems.
7. Document solutions for recurring technical problems and suggest process improvements.
8. Provide end-user training on applications, security, and IT protocols.
9. Collaborate with Level 1 support and escalate issues as necessary.
10. Participate in IT projects such as upgrades, migrations, and rollouts, including vendor calls and projects related to Finance, HR, and Marketing.
11. Ensure compliance with IT policies regarding data security, backups, and confidentiality.

Compensation

The salary range for this role is $50,000 to $60,000 annually, based on experience, qualifications, and other factors. Benefits include paid time off, medical/dental/vision insurance, 401(k), and life insurance. Applications can be submitted via our careers page or Paycom.

Equal Opportunity Statement

Club Champion is an equal opportunity employer committed to diversity and inclusion. We do not discriminate based on race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, or any other protected status.

Education and Experience Requirements

• Bachelor’s degree in computer science or equivalent experience.
• At least 2 years in technical or desktop support roles.
• Experience with support ticketing systems like ServiceNow, Jira, Zendesk, or Freshworks.
• Preferred certifications include CompTIA A+, Network+, Security+, Microsoft MCSA, or similar. Candidates in cybersecurity programs or interested in transitioning to cybersecurity roles are encouraged to apply.

Knowledge, Skills, and Abilities

• Excellent communication skills (verbal and written).
• Proficient with IT systems, Microsoft Office Suite, and remote support tools.
• Strong interpersonal skills and customer service orientation.
• Knowledge of MAC, PC, networking basics (TCP/IP, DHCP, DNS), VPNs, and hardware diagnostics.
• Ability to prioritize tasks and work independently in a fast-paced environment.

Additional Details

• Seniority Level: Entry level
• Employment Type: Other
• Job Function: Information Technology
• Industry: Sporting Goods