IT Bilingual Tech Level 2

El Milagro Inc.; Chicago (IL); On-site; USD 36,000 - 44,000; Full time

Benefits offered by this job

Medical/dental/vision benefits

401(k) retirement plan

Life insurance

Tuition reimbursement

Job summary

El Milagro Inc. is seeking a IT Support Technician – Level 2 to provide on-site technical assistance across our office, restaurant, manufacturing, and distribution locations in Chicago.

You will handle elevated hardware, software, account, printing, and connectivity issues, and assist with deployment and maintenance of computers and IT devices. You will troubleshoot escalated incidents, support Windows 10/11, Microsoft 365, Active Directory/Entra ID, VPN, printers, and mobile devices, while

Qualifications

• 2+ years of IT support or help desk experience.
• Fluent English and Spanish required.
• Strong troubleshooting and problem-solving skills.
• Experience with Windows 10/11 and Microsoft 365.

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.

Skills

Bilingual English/Spanish

Troubleshooting

Customer service

Independent worker

Tools

Windows 10/11

Microsoft 365

Active Directory/Entra ID

VPN

DNS/DHCP

Job description

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

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.

This role is responsible for assisting users withelevated 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, 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
• 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