Support Technician

BSGtech; Chicago, Northern (IL, KY); Hybrid; USD 48,000 - 72,000; Full time

Job summary

BSGtech is seeking a Support Technician to handle first‑level IT service requests across workstations, servers, printers, networks, and related hardware/software in the Chicago area.

You will troubleshoot issues, manage tickets, and communicate incident progress to customers while collaborating with the Help Desk team. Candidates should have 2+ years in IT support, be local to Chicago, and possess a valid driver’s license with insured vehicle.

Qualifications

• 2+ years of IT or helpdesk experience.
• Local to Chicago area.
• Valid driver’s license and insured vehicle.

Responsibilities

• Provide first-level IT support for Windows, servers, printers, networks, and related hardware/software.
• Manage tickets and communicate incident progress to customers.
• Support disaster recovery solutions.
• Assist with VPN, Citrix, and remote access.
• Monitor and update system documentation and ConnectWise records.
• Escalate issues requiring engineer-level support.
• Enter time and expenses as they occur.

Skills

Windows OS

Active Directory/Entra ID

M365 Cloud Services

Cisco Meraki Cloud Services

Teamwork & communication

Tools

ConnectWise PSA

Job description

The Support Technician is responsible for handling first level support of service requests in a professional and timely manner. This relates to all technology, to include workstations, servers, printers, networks, and vendor specific hardware and software.

Key Responsibilities

• IT Support relating to technical issues involving Microsoft’s core business applications and operating systems.
• Support of disaster recovery solutions.
• Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
• Basic remote access solution implementation and support: VPN, Terminal Services, and Citrix.
• Monitor the remote monitoring and management system alerts, notifications, and respond accordingly through service tickets.
• System documentation maintenance and review.
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages.

Additional Duties and Responsibilities:

• Improve customer service, perception, and satisfaction.
• Fast turnaround of customer requests.
• Ability to work in a team and communicate effectively.
• Work with the Help Desk Coordinator to ensure requests are routed to the proper resource to be resolved quickly and efficiently.
• Escalate service requests that require engineer level support.
• Responsible for entering time and expenses as they occur.
• Understand processes in ConnectWise PSA by completing assigned training materials and blueprints on the ConnectWise University.

Required Qualifications:

• 2+ years of experience in IT or any support desk related role
• Local to Chicago and the surrounding suburbs
• Valid Driver’s License & Insured Vehicle

Preferred Skillsets:

• 1+ years supporting Microsoft Windows family of Operating Systems
• 1+ years supporting Microsoft Windows Active Directory / Entra ID
• 1+ years supporting Microsoft M365 Cloud Services
• 1+ years supporting Cisco Meraki Cloud Services

Candidates must be willing to travel locally, with their own vehicle on occasion. Employees are reimbursed for mileage and other expenses