Help Desk Technician

IT360 Business Focused Technology; Peoria (IL); On-site; USD 30,000 - 50,000; Full time

Benefits offered by this job

Health insurance allowance

Life insurance

4% retirement match

Internet reimbursement

Cell phone allowance

8 paid holidays

Paid vacation

Safe Ride Home Program

Job summary

IT360, Inc. is seeking a motivated Help Desk Technician to join our support team. This Tier 1 role handles first-level service requests for our managed services clients, troubleshooting desktops, applications, printers, basic networking, and end-user support while collaborating with Tier 2 and Tier 3 engineers as needed.

You’ll work with Tier 2 and Tier 3 engineers in a full-time in-person role in Peoria, IL, with a salary range of $36,000 to $50,000 depending on experience and qualifications.

Qualifications

• 1+ years IT support or technical customer service experience.
• Familiarity with Microsoft environments (Windows 10/11, Office 365, Active Directory basics).
• Knowledge of remote access tools, printers, and basic networking concepts.
• Strong interpersonal and communication skills.
• Ability to handle multiple priorities and adapt in a fast-paced environment.
• Strong problem-solving mindset and attention to detail.
• Preferred but not required: CompTIA A+, Network+, or Microsoft Fundamentals certification.

Responsibilities

• Provide Tier 1 technical support for desktops, laptops, printers, and core Microsoft applications.
• Troubleshoot Windows OS, Office 365, and line-of-business applications.
• Provide basic support for network connectivity, firewalls, VPNs, and remote desktop access.
• Respond to alerts from remote monitoring tools and document in the PSA/ticketing system.
• Maintain communication with clients on issue status and resolution timelines.
• Escalate issues to Tier 2 as needed.

Skills

IT support

Customer service

Communication

Multitasking

Problem solving

Education

CompTIA A+

Network+

Microsoft Fundamentals

Tools

Windows OS

Office 365

Active Directory basics

Remote access tools

Printers

Job description

Job Title: Help Desk Technician

Location: Peoria, IL Employment Type: Full-Time

Work Environment: In-person only – This is not a remote or hybrid position Salary Range: $36,000 - $50,000 per year, based on experience and qualifications

About the Role

IT360, Inc. is seeking a motivated Help Desk Technician to join our support team. This Tier 1 technical role is responsible for handling first-level service requests for our managed services clients. You'll troubleshoot and resolve a wide range of issues involving desktops, applications, printers, basic networking, and end-user support while collaborating with Tier 2 and Tier 3 engineers as needed.

Key Responsibilities

• Provide Tier 1 technical support for desktops, laptops, printers, and core Microsoft applications
• Troubleshoot basic issues involving Windows OS, Office 365, and line-of-business applications
• Provide basic support for network connectivity, firewalls, VPNs, and remote desktop access
• Respond to alerts from remote monitoring tools and take appropriate action via service tickets
• Document all work performed and maintain detailed records in the PSA/ticketing system
• Maintain communication with clients on issue status, timelines, and resolution updates
• Escalate unresolved or complex issues to Tier 2 team members when appropriate

Additional Duties

• Maintain client satisfaction through responsive, professional communication
• Coordinate with the Service Desk Dispatcher to ensure efficient ticket routing
• Accurately track time, tasks, and expenses within ticketing platform
• Contribute to internal knowledge base and documentation
• Stay current with basic industry tools, technologies, and best practices

Qualifications

• 1+ years of experience in IT support or technical customer service
• Familiarity with Microsoft environments (Windows 10/11, Office 365, Active Directory basics)
• Knowledge of remote access tools, printers, and basic networking concepts
• Strong interpersonal and communication skills
• Ability to handle multiple priorities and adapt in a fast-paced environment
• Strong problem-solving mindset and attention to detail
• Preferred but not required: CompTIA A+, Network+, or Microsoft Fundamentals certification

Compensation & Benefits

Salary: $36,000 - $50,000 annually, depending on experience and qualifications. This position may be eligible for performance-based incentives.

Benefits (subject to eligibility and length of employment)

• Health insurance allowance up to $500/month
• Employer-paid group life insurance policy valued at $100,000
• 4% employer match on retirement savings plan
• High-speed internet reimbursement up to $40/month
• $40/month cellular phone allowance
• 8 paid holidays annually
• Paid vacation: 5 days/year to start, increasing to 10 days/year after 3 years of service
• Access to Safe Ride Home Program (Uber ridesharing)