IT Bilingual Tech Level 2

El Milagro Inc. (US); Chicago (IL); On-site; USD 30,000 - 41,000; Full time

Benefits offered by this job

Medical premium 70%

Dental premium 70%

Vision insurance

401(k) retirement plan

Life insurance

Tuition reimbursement

Paid time off

Paid holidays

Job summary

El Milagro Inc. seeks a dependable IT Support Technician - Level 2 to provide comprehensive technical support across office, restaurant, manufacturing, and distribution sites in Chicago, IL.

This on-site role reports to the IT Manager and requires daily travel between locations. The candidate should be fluent in English and Spanish, with 2+ years in IT support, expertise in Windows 10/11 and M365, and knowledge of AD/Entra ID and basic networking.

Qualifications

• 2+ years in IT support, help desk, desktop support, or similar role.
• Fluent English and Spanish required.
• Experience with Windows 10/11 and Microsoft 365.
• Working knowledge of Active Directory/Entra ID.
• Basic-to-intermediate networking knowledge (DNS, DHCP, TCP/IP, VPN, Wi-Fi).
• Experience with IT ticketing/service management systems.

Responsibilities

• Provide Level 2 support for hardware, software, OS, applications, and network connectivity.
• Troubleshoot and resolve escalated incidents from Level 1 support.
• Support Windows workstations, M365, AD/Entra ID, VPN, Wi-Fi, printers, and other IT services.
• Install, configure, maintain, and troubleshoot laptops, desktops, peripherals, and mobile devices.
• Create and manage user accounts, permissions, access, and equipment provisioning.
• Diagnose network issues (TCP/IP, DNS, DHCP, VPN, wireless).
• Assist with onboarding/offboarding and workstation deployments.
• Maintain documentation and ticket records.
• Escalate complex issues to Level 3 or external vendors as needed.
• Follow IT security policies and assist with deployment projects.
• Travel between El Milagro locations daily.

Skills

Bilingual English/Spanish

Windows 10/11

Microsoft 365

Active Directory/Entra ID

Networking basics (DNS/DHCP/VPN)

IT ticketing systems

Customer service

Troubleshooting

Strong communication

Tools

GLPI

ServiceNow

Jira

Freshservice

Job description

Job Summary

El Milagro is seeking a dependable and motivated IT Support Technician - Level 2 to provide technical support to employees across our office, restaurant, manufacturing, and distribution locations.

Job Details

Job Type: Full-Time
Schedule: 9:00 am - 5:30 pm
Department: Information Technology / IT
Reports To: IT Manager
Work Location: On-site
Location: Chicago, IL

Key Responsibilities

• Provide Level 2 support for hardware, software, operating systems, applications, and network connectivity.
• Troubleshoot and resolve escalated incidents from Level 1 support.
• Support Windows workstations, Microsoft 365, Active Directory/Entra ID, VPN, Wi-Fi, printers, and other IT services.
• Install, configure, maintain, and troubleshoot laptops, desktops, peripherals, and mobile devices.
• Create and manage user accounts, permissions, access, and equipment provisioning.
• Diagnose network issues involving TCP/IP, DNS, DHCP, VPN, and wireless connectivity.
• Support employee onboarding, offboarding, and workstation deployments.
• Maintain accurate documentation and ticket records.
• Identify recurring issues and assist with root-cause analysis.
• Escalate complex issues to Level 3, infrastructure, security, application teams, or external vendors as appropriate.
• Follow company IT security policies and procedures.
• Assist senior IT staff with infrastructure, network, and technology deployment projects.
• Travel between El Milagro locations on a regular, daily basis.

Required Qualifications

• Fluent English and Spanish skills required.
• 2+ years of experience in IT support, help desk, desktop support, or a similar role.
• Strong troubleshooting and problem-solving skills.
• Experience supporting Windows 10/11 and Microsoft 365.
• Working knowledge of Active Directory/Entra ID.
• Basic-to-intermediate networking knowledge, including DNS, DHCP, TCP/IP, VPN, and Wi-Fi.
• Experience with IT ticketing/service management systems.
• Strong communication and customer service skills.
• Ability to manage multiple priorities and work independently.
• Ability to work independently and as part of a team.
• Strong attention to detail and willingness to learn.
• Willing to travel.

Preferred Qualifications

• CompTIA A+, Network+, or Microsoft certification.
• PowerShell or basic scripting experience.
• Experience with IT ticketing systems such as GLPI, ServiceNow, Jira, Freshservice, or similar platforms.
• Experience with VoIP systems, such as 8x8 and Microsoft Teams Phone.
• Familiarity with endpoint management tools such as Microsoft Intune.
• Basic knowledge of cybersecurity best practices.
• 1+ years of previous experience.
• Previous experience supporting users in a corporate IT environment.

Compensation & Benefits

Pay: $26 / hr

• El Milagro pays 70% Medical premium, 70% Dental and offers Vision packages
• 401k retirement plan
• Life insurance
• Tuition reimbursement
• Opportunities for professional development and career growth.
• Medical, dental, and vision insurance
• 401(k) or retirement plan
• Paid time off
• Paid holidays