Service Desk Engineer (Tier 1-3) — 24/7 IT Support

Industry Analysts, Inc.; Lake Forest, Northern (IL, KY); Hybrid; USD 60,000 - 85,000; Full time

Benefits offered by this job

PTO 20 days

Paid Sick Days

Paid Holidays

Parental Leave

Health Plan

Job summary

Impact’s Unified Support Service Desk in Lake Forest, IL provides 24/7 in-house support for clients. Service Desk Engineers act as Tier 1-3 resources, diagnosing and resolving IT issues remotely and escalating to advanced teams when necessary.

We seek candidates with 3+ years in similar roles and strong experience with Windows Server, Active Directory, DNS/DHCP, VPN, and Office 365 administration. Documentation and customer service are highly valued.

Qualifications

• 3+ years in a role such as NOC Technician, IT Support Engineer, or Service Desk Engineer.

Responsibilities

• Provide Tier 1-3 end-user IT support via phone and email.
• Document and troubleshoot user computing issues to resolution.
• Manage user accounts, licenses, and permissions in Office 365.
• Escalate to advanced engineering teams when needed.
• Document problem resolutions and processes in ticketing system.
• Assist with onboarding of new clients and users.

Skills

Windows Server 2019-2025

Active Directory

DNS/DHCP/VPN

Office 365 Admin

Office 365 troubleshooting

IT diagnostics

Communication skills

Job description

Impact’s Unified Support Service Desk in Lake Forest, IL provides 24/7 in-house support for clients. Service Desk Engineers act as Tier 1-3 resources, diagnosing and resolving IT issues remotely and escalating to advanced teams when necessary.

We seek candidates with 3+ years in similar roles and strong experience with Windows Server, Active Directory, DNS/DHCP, VPN, and Office 365 administration. Documentation and customer service are highly valued.