Help Desk Support

TECHNOLOGY PARTNERS INC; Alton (IL); On-site; USD 28,000 - 40,000; Full time

Job summary

Technology Partners Inc is seeking a Tier I/II IT Support Technician to serve as the first point of contact for customers seeking technical assistance. You will troubleshoot hardware, software, and networking issues and provide timely solutions to ensure continuous IT operations.

You will communicate with users across channels, document interactions in the ticketing system, assist with installations and configurations, and help users apply IT best practices.

Qualifications

• 1–2+ years in technical support or related customer service roles.
• Basic knowledge of Windows and macOS operating systems, common software, and hardware.
• Familiarity with Wi‑Fi, LAN, and VPN troubleshooting.

Responsibilities

• Respond to customer inquiries via phone, email, chat, or in person to deliver first‑level support.
• Troubleshoot and diagnose hardware, software, and network issues to identify root causes.
• Document customer interactions, issues, and resolutions in the ticketing system.

Skills

Windows OS

macOS

Networking basics

Customer service

Education

High School Diploma or equivalent

IT-related degree or certifications (preferred)

Job description

Technology Partners is currently seeking a talented Tier I/II IT Support Technician.
Do you have experience diagnosing and resolving software, hardware, and network issues using troubleshooting tools and customer service best practices?

Let us help you make your next big career move a reality!

What You Will Be Doing:

You will join our support team as a Tier I/II IT Support Technician, serving as the first point of contact for our customers seeking technical assistance. Your day-to-day activities will involve troubleshooting and diagnosing hardware, software, and network problems, and providing timely solutions to ensure continuous IT operations. You will communicate with users via multiple channels, maintain accurate records of support requests, and assist with installations and configurations. Your role is vital in delivering excellent customer service and supporting users in their technology needs. This is a full-time position with flexible hours, including evenings, weekends, and holidays if required.

Key Responsibilities:

• Respond to customer inquiries via phone, email, chat, or in-person to deliver first-level support.
• Troubleshoot and diagnose hardware, software, and network issues to identify root causes.
• Document customer interactions, issues, and resolutions accurately within the ticketing system.
• Assist users with software installation, configuration, and hardware support tasks.
• Resolve basic network connectivity problems, including Wi‑Fi, LAN, and VPN issues.
• Provide guidance and training to users on IT best practices and effective use of technology.
• Follow up with customers to ensure issues are fully resolved and gather feedback on service quality.
• Stay informed on the latest technological trends, updates, and security protocols.

Required Skills & Experience:

• 1-2+ years of experience in technical support or related customer service roles.
• Basic knowledge of Windows and macOS operating systems, common software applications, and hardware.
• Familiarity with basic networking concepts such as Wi‑Fi, LAN, and VPN troubleshooting.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Strong problem-solving skills with keen attention to detail.
• High School Diploma or equivalent; an IT-related degree and relevant certifications (e.g., CompTIA A+, MCP) are a plus.
• Ability to work effectively in a team environment and manage multiple tasks under pressure.
• Willingness to work flexible hours, including evenings and weekends.

Desired Skills & Experience:

• Knowledge of ITIL processes and best practices.
• Experience handling multiple support requests simultaneously in a high-pressure environment.
• Familiarity with advanced networking troubleshooting techniques.
• Prior experience in a customer-facing technical support role.

Pay:

$20.30 – $29.00 /hr

Keywords: help desk support, IT support technician, technical support, troubleshooting, Windows, macOS, customer service, network troubleshooting, ITIL, support analyst

We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to provide sponsorship at this time or accept candidates who would require a corp-to-corp agreement.

All offers of employment at Technology Partners are contingent upon clear results of a thorough background check and drug screening that meet corresponding laws and regulations at the city, state and federal level.
Pay ranges are influenced by candidate qualifications, experience, and role specifics, with the actual rate determined considering skills, market conditions, and are subject to change by the employer; pay negotiations follow all state and federal legal guidelines.