IT Bilingual Tech Level 2

El Milagro Inc. (US); Chicago (IL); On-site; USD 54,000 - 58,000; Full time

Benefits offered by this job

70% Medical premium

70% Dental

Vision packages

401k retirement plan

Life insurance

Tuition reimbursement

Professional development opportunities

Job summary

El Milagro Inc. (US) is seeking a dependable IT Support Technician - Level 2 to support employees across office, restaurant, manufacturing, and distribution locations in Chicago. This on-site role reports to the IT Manager and requires bilingual English/Spanish communication.

You will handle Level 2 hardware and software issues, manage user accounts, VPN, printers, and device provisioning, travel between sites daily, and contribute to security adherence and documentation.

Qualifications

• Bilingual English/Spanish; 2+ years IT support experience.
• Proficient in Windows 10/11 and Microsoft 365.
• Experience with Active Directory/Entra ID and basic networking.
• Familiar with IT ticketing systems (GLPI, ServiceNow, Jira, Freshservice).
• Strong communication and customer service skills; able to multitask and work independently.

Responsibilities

• Provide Level 2 hardware, software, OS, and network support.
• Troubleshoot and resolve escalated Level 1 incidents.
• Support Windows workstations, Microsoft 365, AD/Entra ID, VPN, Wi‑Fi, printers, and other services.
• Install, configure, and maintain laptops, desktops, peripherals, and mobile devices.
• Create/manage user accounts and equipment provisioning.
• Diagnose TCP/IP, DNS, DHCP, VPN, and wireless issues.
• Support onboarding/offboarding and workstation deployments.
• Maintain accurate ticket records and documentation.
• Escalate complex issues to Level 3 or external vendors as needed.
• Follow IT security policies and procedures.
• Assist with infrastructure and deployment projects.
• Travel between El Milagro locations daily.

Skills

Bilingual English/Spanish

IT support

Troubleshooting

Windows 10/11

Microsoft 365

Active Directory/Entra ID

Networking basics

IT ticketing systems

Communication

Independent / multitask

Willing to travel

Tools

GLPI

ServiceNow

Jira

Freshservice

8x8

Microsoft Teams Phone

Microsoft Intune

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.

Position Details

• IT Support Level 2
• 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

This role is responsible for assisting users with elevated hardware, software, account, printing, and connectivity issues, as well as supporting the deployment and maintenance of computers and other IT equipment.

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, 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

• Benefits package including: 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.

Benefits may include:

• Medical, dental, and vision insurance
• 401(k) or retirement plan
• Paid time off
• Paid holidays