IT Generalist; Tier 2 Helpdesk

The IT Generalist (Tier 2 Helpdesk) provides advanced technical support across a wide range of systems, applications, and infrastructure. This role serves as the escalation point for Tier 1 technicians, resolving complex issues, maintaining core IT systems, and ensuring reliable day‑to‑day operations for end users. The ideal candidate is a versatile problem‑solver with strong troubleshooting skills, excellent communication and custom service, and the ability to work independently in a fast‑paced environment.

Reports directly to IT Director. This role is in-person at our corporate office in Burr Ridge, IL
.

Monday‑Friday (8:30am‑5pm); on call requirement once every 3 weeks

• Resolve escalated incidents related to hardware, software, networking, and user accounts
• Troubleshoot issues involving Windows 11, Microsoft 365, VPN, printers, and line‑of‑business applications
• Provide remote and on‑site support for end users
• Complete new user logins and terminations
• Complete new user training
• Familiar with internet service providers and service set up for the opening of new office locations
• Participate in patching, security, and system hardening efforts leveraging RMM tools configuration baselines
• Assist with IT projects, documentation, upgrades, and deployments
• Monitor refrigeration temperatures
• Adhere to HIPAA and PCI security standards
• Follow least‑privilege access controls and secure configuration practices
• Participate in security awareness and incident response procedures
• Other duties and tasks as assigned

• Associate's or Bachelor's in IT preferred
• Minimum of 3-4 years of help desk experience
• Comfortable in fast‑paced, multi‑site environments
• On‑call coverage

• Ability to use a computer and telephone
• Requires prolonged sitting
• Ability to lift and move 50 lbs

• Health Insurance
• Dental insurance
• Vision insurance
• Disability insurance
• Life insurance
• Paid time off
• 401(k)- Profit Sharing

• $68,000-$75,000/year