IT Generalist (Tier 2 Helpdesk)

Metro-Infectious-Disease-Consultants; Burr Ridge (IL); On-site; USD 68,000 - 75,000; Full time

Benefits offered by this job

Health Insurance

Dental Insurance

Vision Insurance

Disability Insurance

Life Insurance

Paid Time Off

401(k) - Profit Sharing

Job summary

Metro-Infectious-Disease-Consultants is seeking an IT Generalist (Tier 2 Helpdesk) to provide advanced technical support across hardware, software, and network services from our Burr Ridge, IL office.

The role reports to the IT Director and requires strong troubleshooting, excellent communication, and a customer-service mindset. Schedule is Mon-Fri 8:30am-5pm with on-call rotation every three weeks; in-person work is required.

Qualifications

• Associate’s or Bachelor’s in IT preferred.
• Minimum of 3-4 years of help desk experience.
• Comfortable in fast-paced, multi-site environments.
• On-call coverage

Responsibilities

• Resolve escalated incidents related to hardware, software, networking, and user accounts.
• Troubleshoot Windows 11, Microsoft 365, VPN, printers, and line-of-business applications.
• Provide remote and on-site end user support.
• Complete new user logins and terminations.
• Complete new user training.

Skills

Customer service

Troubleshooting

Communication

Independent work

Education

Associate or Bachelors in IT

Tools

Windows 11

Microsoft 365

VPN

RMM tools

Job description

The IT Generalist (Tier 2 Helpdesk) provides advanced technical support across a wide range of systems, applications, and infrastructure. This role serves as the escalation point for Tier 1 technicians, resolving complex issues, maintaining core IT systems, and ensuring reliable day‑to‑day operations for end users. The ideal candidate is a versatile problem‑solver with strong troubleshooting skills, excellent communication and custom service, and the ability to work independently in a fast‑paced environment. Reports directly to IT Director. This role is in‑person at our corporate office in Burr Ridge, IL.

Schedule: Monday-Friday (8:30am-5pm); on call requirement once every 3 weeks

Specific Duties

• Resolve escalated incidents related to hardware, software, networking, and user accounts.
• Troubleshoot issues involving Windows 11, Microsoft 365, VPN, printers, and line‑of‑business applications.
• Provide remote and on‑site support for end users.
• Complete new user logins and terminations.
• Complete new user training.

• Familiar with internet service providers and service set up for the opening of new office locations

• Participate in patching, security, and system hardening efforts leveraging RMM tools configuration baselines
• Assist with IT projects, documentation, upgrades, and deployments

• Monitor refrigeration temperatures.

• Adhere to HIPAA and PCI security standards

• Follow least-privilege access controls and secure configuration practices
• Participate in security awareness and incident response procedures
• Other duties and tasks as assigned.

Education and Relevant Job Experience:

• Associate’s or Bachelor’s in IT preferred.
• Minimum of 3-4 years of help desk experience.
• Comfortable in fast-paced, multi-site environments
• On-call coverage

Physical Requirements:

• Ability to use a computer and telephone
• Requires prolonged sitting
• Ability to lift and move 50 lbs

• Health Insurance
• Dental insurance
• Vision insurance
• Disability insurance
• Life insurance
• Paid time off
• 401(k)- Profit Sharing

Salary

• $68,000-$75,000/year