Help Desk Support II

Description

About Concordia Wireless

Concordia Wireless is a growing wireless services company with approximately 250 employees. We provide Site Acquisition, Engineering & Design, and Construction Services to clients including AT&T, Verizon and T-Mobile. Our IT team plays a central role in keeping our operations running smoothly - from end-user support and cloud infrastructure to fleet systems and ERP platforms. We're a hands-on, collaborative team where every role makes a real impact.

This role is onsite in Carol Stream, IL. Unfortunately, we are not able to offer sponsorship at this time.

Pay Range: $60,000.00 - $70,000.00 annually

Factors, such as but not limited to, geographical location, relevant experience, education, and skill level may impact the pay for this position

Benefits:

• Paid Time Off / Sick Time
• Health Insurance: BCBS Medical, Dental, & Vision
• Long-term & Short-term disability
• Company Paid Life Insurance
• 401(k) w/ 100% company match up to 6%
• 10+ Paid Holidays with 1 floating holiday/yearly

Why Join Us

This isn't your typical ticket-processing role. You'll be a core part of a lean, high-impact IT team supporting a growing company with a modern stack. If you want to build real skills across cloud, security, and infrastructure - and actually see your work matter - this is the right seat.

• Own the entire IT environment, not just a queue - you'll touch endpoints, cloud admin, security tooling, networking, AV, and asset management. That breadth would take years to accumulate at a larger org.
• Work with a modern, marketable stack - Crowd Strike Falcon, Microsoft Intune/Autopilot, Entra , Wi-Fi 6E, OPNsense. This isn't a legacy shop.
• Clear growth path - this role is a direct pipeline into systems administration or IT leadership for the right candidate.
• You'll never be bored - between fleet operations, ERP (D365 F&O), Power Automate integrations, and ongoing infrastructure projects, there's always something substantive happening.

Role Summary

The Level 2 Help Desk Technician is the frontline and escalation point for all day-to-day IT support at Concordia Wireless. With no Level 1 beneath this role, you'll handle the full spectrum of inbound requests while also owning key IT processes including user lifecycle management, Microsoft 365 administration, endpoint security monitoring, and asset management. This role is well-suited to a technician who is ready to operate independently and grow into a broader IT role.

Key Responsibilities

End-User Support & Ticketing

• Handle all inbound support requests as the sole frontline technician, triaging and resolving issues at L1 and L2 levels or escalating to the IT Team Lead when appropriate
• Diagnose and resolve issues across Windows 11 endpoints, printers, VPN (OpenVPN), and business applications
• Manage and prioritize the IT service queue using Fresh service, ensuring SLA adherence and clear documentation
• Provide clear, professional communication to end users throughout the ticket lifecycle
• Identify recurring issues and escalate patterns or systemic problems to the IT Team Lead

Microsoft 365 & Cloud Administration

• Administer Microsoft 365 environments including Exchange Online, Teams, SharePoint, and One Drive
• Manage user accounts, licensing assignments, distribution groups, and shared mailboxes in M365 Admin Center
• Support Microsoft Intune for device management, policy enforcement, and Autopilot enrollment
• Assist with conditional access, MFA configuration, and Entra  (Azure AD) account management
• Monitor Microsoft 365 service health and respond to platform-related incidents

Onboarding & Offboarding

• Execute end-to-end user onboarding: account provisioning in Active Directory and M365, device imaging and deployment, application access setup, and equipment configuration
• Process offboarding tasks including account disablement, license reclamation, data retention, and hardware retrieval
• Maintain onboarding/offboarding checklists and ensure consistent, documented processes
• Coordinate with HR and department managers to ensure timely and accurate access provisioning
• Support Windows Autopilot and Intune-based device deployment for new hires

Endpoint Security (Crowd Strike Falcon)

• Monitor Crowd…