Service Desk Technician

Jobtailor; Chicago (IL); On-site; USD 52,000 - 68,000; Full time

Job summary

Jobtailor in Chicago is seeking a capable IT Help Desk technician to provide first-line support for end users, troubleshoot incidents, and document resolutions in our service desk system. You will install, configure, maintain and troubleshoot software and hardware, and assist with equipment setup for meetings.

The role emphasizes AD management, Windows 11 proficiency, and strong customer service, with coordination across telecommunication and audiovisual devices.

Qualifications

• 3-5 years of experience in IT
• Excellent Customer Service Skills
• Active Directory user and security group management
• Strong working knowledge of Windows 11
• Proficient with Microsoft O365
• SharePoint/Teams/OneDrive
• Microsoft System Center (SCSM) suite
• PC Hardware Repair proficiency
• Experience with telecommunication systems
• iOS and Android configuration and troubleshooting
• Audiovisual Equipment understanding
• General networking concepts

Responsibilities

• Provide first line support for all end user IS requests
• Review and troubleshoot reported incidents daily
• Document status and resolutions in service desk tracking system
• Install, configure, maintain and troubleshoot software and hardware
• Consult with end users to determine technical assistance requirements
• Perform hardware/software upgrades as required
• Manage operations service requests including hardware repair and user account management
• Provide technical equipment setup for presentations and meetings
• Escalate technical support issues to appropriate IT resources
• Facilitate procurement activities and manage documentation of hardware inventories

Skills

Active Directory management

Windows 11 proficiency

Customer service

Networking concepts

Telecommunication systems

Audiovisual equipment understanding

Mobile device configuration (iOS/Andri

PC hardware repair

Tools

Microsoft System Center (SCSM)

SharePoint

Teams

OneDrive

Microsoft 365 Admin Center

Job description

Responsibilities

• Provide first line support for all end user IS requests
• Review and troubleshoot reported incidents daily
• Document status and resolutions in service desk tracking system
• Install, configure, maintain and troubleshoot software and hardware
• Consult with end users to determine technical assistance requirements
• Perform hardware/software upgrades as required
• Manage operations service requests including hardware repair and user account management
• Provide technical equipment setup for presentations and meetings
• Escalate technical support issues to appropriate IT resources
• Facilitate procurement activities and manage documentation of hardware inventories

Requirements

• 3 - 5 years’ experience in IT
• Excellent Customer Service Skills
• Active Directory user and security group management
• Strong working knowledge of Windows 11
• Proficient with Microsoft O365
• SharePoint/Teams/OneDrive
• Microsoft System Center (SCSM) suite
• PC Hardware Repair proficiency
• Experience with telecommunication systems
• iOS and Android configuration and troubleshooting
• Audiovisual Equipment understanding
• General networking concepts

Core Competencies

Demonstrates expertise in providing first line support for end user IS requests, with strong proficiency in Windows 11, Microsoft O365, and Active Directory management. Capable of troubleshooting hardware and software issues, managing service requests, and facilitating technical equipment setup for various environments.

Tools & Technologies

• Microsoft System Center (SCSM)
• SharePoint
• Teams
• OneDrive