IT Support Technician: End-User & RDS, VoIP Specialist

OPTO International, Inc.

Wood Dale (IL)

On-site

USD 60,000 - 72,000

Full time

2 days ago

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Job summary

OPTO International, Inc. seeks an experienced IT Support Technician to join our small, collaborative IT Operations team.

This hands-on role provides end-user support, escalates complex tickets, and resolves issues across two nearby facilities in Wood Dale and Addison, about 10 minutes apart. The ideal candidate has strong Windows 10/11 and AD/RDS skills, excellent customer service, and a calm, solutions-focused approach to keep users productive and informed throughout the day.

Qualifications

Four or more years of progressively responsible help desk, desktop support, or end-user IT support.
Strong working knowledge of Windows 10/11 desktop administration.
Ability to prioritize and resolve multiple concurrent requests within service expectations.
Experience providing initial support for Windows Server services (file shares, print services, RDS, AD).
Experience with Microsoft Remote Desktop Services or similar terminal-server env.
Basic network knowledge: TCP/IP, VLANs, switches, wireless.
Experience with networked printers/scanners; Brother preferred.
Experience with VoIP systems and end-user support.
Experience documenting requests in an IT ticketing system.
Strong communication and customer-service skills.
Calm, solution-first attitude under pressure.

Responsibilities

Serve as the primary escalation resource for complex or time-sensitive Tier 1 and Tier 2 support requests.
Troubleshoot Windows PCs, thin clients, user profiles, applications, hardware, and Microsoft RDS sessions.
Diagnose and resolve desktop performance problems, application errors, login and profile issues, and hardware failures.
Create and maintain Active Directory user accounts, standard group memberships, permissions, and profiles.
Perform initial connectivity troubleshooting involving Cisco switches, routers, and wireless access points.
Support networked printers and scanners, including drivers, print queues, connectivity, and routine hardware issues.
Provide day-to-day VoIP support, including user provisioning, handset setup, and initial troubleshooting.
Monitor and manage the shared ticket queue, prioritizing requests based on urgency and business impact.
Perform initial troubleshooting of Windows Server-related support issues involving services, file shares, and RDS sessions.
Set up and configure new workstations, thin clients, and peripherals for new hires and equipment refreshes.
Provide responsive in-person, phone, and remote support, communicating clearly with users.
Identify recurring issues and recommend practical process improvements or basic automation.
Assist with IT asset tracking and inventory management.
Maintain complete ticket notes and update support documentation.