East Peoria, IL - Desktop support Technician Level II

Heunets Inc; Peoria (IL); On-site; USD 50,000 - 80,000; Full time

Job summary

A leading IT support company is seeking a Desktop Technician to provide local and remote desktop support. The ideal candidate will have a Bachelor’s Degree in Computer Science and 3-5 years of experience in Windows Desktop support. Responsibilities include troubleshooting hardware and software issues, maintaining service tickets, and ensuring operational consistency in a project-based environment. Strong analytical and communication skills are essential for success in this dynamic role.

Qualifications

• 3-5 years of experience in Windows Desktop support.
• Proven analytical, troubleshooting, and problem-solving skills.
• Excellent communication and customer service skills.

Responsibilities

• Provide day-to-day local and remote desktop support.
• Troubleshoot and document issues in a ticketing system.
• Install, upgrade, support, and troubleshoot Windows and authorized applications.

Skills

Analytical skills

Troubleshooting

Problem-solving

Communication

Customer service

Adaptability

Education

Bachelor’s Degree in Computer Science or related field

Tools

Microsoft Active Directory

MS Office 365

CompTIA A+

Job description

Desktop Technician will:

• Provide day-to-day local and remote desktop support, receive inbound calls, answer questions, troubleshoot, and document steps performed to resolve hardware, software, and application issues in a ticketing system.
• Facilitate customer resolution for calls and engage supervisors and managers to ensure operational consistency across all shifts within the IT Support Center.
• Provide Break Fix, fault diagnosis, and resolution.
• Provide fault analysis for various core operating systems and platforms, supporting and applying desktop fault resolution for the approved application suite.
• The ideal candidate should have 3-5 years of relevant experience in Windows Desktop support.
• a) Provide first/second level contact and problem resolution for customer issues.
• b) Work with third-party vendors to remediate complex AV issues as needed.
• c) Provide timely communication on issue status and resolution.
• d) Maintain ticket updates for all reported incidents.
• e) Install, upgrade, support, and troubleshoot Windows XP, 7, 8.1, 10, and Microsoft Office 2010, Cisco Jabber, and other authorized desktop applications.
• f) Have basic knowledge of Mac OS to support Apple PC users.
• g) Install, upgrade, support, and troubleshoot printers and computer hardware.
• h) Perform general preventative maintenance on computers, laptops, and printers.
• i) Perform remedial repairs on desktops, laptops, printers, and other authorized peripheral equipment.
• j) Use diagnostic tools to troubleshoot network connectivity and workstation hardware/software issues.
• k) Possess broad IT experience with a basic understanding of networks, servers, A/V, smart devices, and telecoms.
• l) Be able to work in a project-based environment requiring flexibility and teamwork. Perform other duties as assigned.

Candidate Minimum Qualifications and Skills:

• a) Bachelor’s Degree or equivalent in Computer Science or a related field.
• b) CompTIA A+, Microsoft Certified Professional (MCP), or higher.
• c) At least 18 months of IT experience.
• d) Experience with Windows 7-10, Microsoft Active Directory, GPOs, MS Office 365, PC hardware installation and troubleshooting, enterprise anti-virus solutions, and helpdesk ticketing systems.
• e) Mobile device management including iOS and Android devices, enterprise encryption solutions, and Windows PC/laptop management via Active Directory.
• f) Proven analytical, troubleshooting, and problem-solving skills.
• g) Ability to multi-task, prioritize, and meet SLAs.
• h) Excellent communication, relationship-building, and internal customer service skills.
• i) Adaptability and flexibility in a fast-changing industry and work environment.
• j) Willingness to work off-hours and weekends when required for projects or emergency support.