IT Service Desk Technician - Frontline User Support & Troubleshooting

ChenMed LLC; Deerfield (IL); On-site; USD 30,307 - 43,284; Full time

Job summary

ChenMed LLC in Deerfield, Illinois is seeking an IT Service Desk Technician to provide first-line support for enterprise end-users both remotely and on-site. You will triage issues, document solutions, and communicate clearly with customers to resolve problems efficiently.

This role requires knowledge of hardware, Windows OS, and Microsoft Office, strong customer service, and the ability to explain technical concepts to non-technical users. Some travel up to local areas is possible.

Qualifications

• High school diploma or equivalent required.
• BA/BS in Information Technology or related field preferred.
• Minimum of 2 years of work experience in IT or a related field.
• Entry‑level IT certifications (A+, Network+, etc.) preferred.

Responsibilities

• Serve as the first point of contact for customers by phone, email, or service-management tool notifications.
• Perform initial triage of customer issues, clearly define the problem, determine its severity, and establish the appropriate response.
• Escalate customer issues to the appropriate teams as required to resolve the problem.
• Keep customers up to date with progress and answer any questions they may have.
• Perform moderate troubleshooting for custom, in-house applications.
• Repair, install, manage, and support personal computer hardware and peripherals.
• Follow Tier 1 processes and documentation requirements for all processed tickets.
• Provide Tier 1 support for mobile devices such as iPhones and Androids, including configuration and email sync.
• Install, repair, and upgrade company-wide applications on workstations, troubleshoot VPN users, and set up printers and scanners.
• Educate end users on using the company’s software and document troubleshooting procedures, operations manuals, and knowledge-base articles.

Skills

Hardware knowledge

Windows troubleshooting

Microsoft Office

Customer service

Education

High school diploma

BA/BS in IT or related field preferred

Job description

ChenMed LLC in Deerfield, Illinois is seeking an IT Service Desk Technician to provide first-line support for enterprise end-users both remotely and on-site. You will triage issues, document solutions, and communicate clearly with customers to resolve problems efficiently.

This role requires knowledge of hardware, Windows OS, and Microsoft Office, strong customer service, and the ability to explain technical concepts to non-technical users. Some travel up to local areas is possible.