Help Desk Technician (Tier 1-2)

Lyra Technology Group; Lisle (IL); Hybrid; USD 50,000 - 65,000; Full time

Benefits offered by this job

401(k) with company matching

Medical, dental, and vision insurance

Life insurance and disability coverage

Unlimited paid time off

Certification bonuses

Professional growth opportunities

Job summary

A technology service company in Lisle, Illinois, is hiring a Help Desk Technician (Tier 1-2) to support clients through their helpdesk system. This role involves monitoring tickets, ensuring professional communication, and maintaining documentation. Candidates should have over a year of MSP experience and strong troubleshooting skills, particularly with Microsoft 365. The position offers a base salary of $50-65,000 annually, benefits including 401(k) matching, and operates on a hybrid model post-training.

Qualifications

• 1+ year experience working for a Managed Services Provider required.
• Strong troubleshooting and technical support for hardware and end-user systems.
• Working knowledge of Microsoft 365 administration.
• Familiarity with MSP tools is beneficial.
• Excellent communication skills are essential.

Responsibilities

• Monitor and work tickets within a helpdesk queue.
• Take ownership of assigned tickets from start to finish.
• Provide clear updates and thorough documentation.
• Maintain and update client documentation.
• Identify improvement opportunities and communicate them.

Skills

Troubleshooting and technical support skills

Written and verbal communication skills

Problem-solving abilities

Ability to work independently and collaboratively

Education

Associate/Bachelor’s Degree in related field or equivalent experience

Tools

Microsoft 365

Common MSP tools (RMM, PSA, BCDR, IT Glue, EDR/MDR)

Job description

Lyra Technology Group is a private equity‑backed holding company that invests and operates industry‑leading technology service businesses. Our companies operate independently and retain the employees, name, and culture that have made them successful. As a platform of Evergreen Services Group, we never divest from businesses we partner with and approach every decision with the goal of driving sustainable and healthy growth over the long term.

Network IT Easy Inc. is a Managed Services Provider (MSP) and technical support outsourcing company located in Lisle, IL. They specialize in supporting small and medium‑size businesses with IT consulting, managed services, network design, cybersecurity, disaster recovery, and more. Externally, their focus is delivering exceptional support and being a true partner to their clients. Internally, they value strong culture, teamwork, accountability, and camaraderie. Network IT Easy proudly earned first place in the 2025 “Best Workplaces in Illinois.”

Help Desk Technician (Tier 1‑2)

We are seeking a Help Desk Technician (Tier 1‑2) for our OpCo, Network IT Easy, in Lisle, Illinois. This individual will be responsible for supporting clients through our helpdesk system, owning tickets from start to finish, and serving as a professional and reliable face of the company.

Responsibilities

• Monitor and actively work tickets within a helpdesk queue.
• Take full ownership of assigned tickets from start to finish, resolving or properly escalating as needed.
• Communicate clearly and professionally with end users, providing detailed updates, accurate time entries, and thorough documentation.
• Maintain and update client documentation when changes are made or outdated information is identified.
• Represent the company professionally — treat every client issue as if it were your own.
• Identify potential improvement or upgrade opportunities (hardware, network, security, ISP, Microsoft 365, etc.) and communicate them to the appropriate Account Manager or Field Team member.

Qualifications

• 1+ year experience working for a Managed Services Provider (Required)
• Strong troubleshooting and technical support skills (hardware, printers, end‑user systems)
• Working knowledge of Microsoft 365 administration (Exchange Online, SharePoint, Entra, Security/Admin Centers); Teams administration preferred
• Familiarity with common MSP tools (RMM, PSA, BCDR, IT Glue, EDR/MDR, etc.)
• Excellent written and verbal communication skills
• Strong problem‑solving ability with a clear sense of ownership and accountability
• Ability to work both independently and collaboratively
• Associate/Bachelor’s Degree in related field or equivalent experience preferred

Benefits

• 401(k) with company matching
• Medical, dental, and vision insurance (with telehealth)
• Life insurance and disability coverage (short‑ and long‑term)
• Unlimited paid time off
• Rewards and recognition program
• Certification bonuses and professional growth opportunities

The targeted base compensation for this role is $50‑65,000 per year and will operate on a hybrid basis out of Lisle, IL after the training period (on‑site required during the training period, approximately 45 days). Relocation is not provided, and candidates must currently reside in or near Lisle, IL (60532).

We believe that technical skills can be taught—ownership, work ethic, and integrity cannot. If you take pride in your work, want to grow your career in IT, and enjoy working in a collaborative, accountable team environment, we would love to meet you!