MSP experienced service desk technician - Tier 1​/Tier 2 Elgin, IL

Tier 1/Tier 2 Helpdesk Technician

Location:

Elgin, IL. This role offers a clear career progression and competitive compensation up to $65,000.

• Respond to and resolve customer support tickets in Connect Wise.
• Diagnose and troubleshoot hardware, software, and network issues.
• Provide remote technical support via phone, email, and remote desktop tools.
• Maintain accurate and detailed documentation of all support interactions.
• Escalate complex technical issues to higher‑tier support teams.
• Perform basic system configurations and software installations.
• Communicate technical information clearly to customers with varying levels of technical expertise.
• Manage multiple concurrent support requests efficiently.
• Maintain a professional and positive demeanor during all customer interactions.

• 1–3 years of experience in IT support or helpdesk role.
• Proven experience with Connect Wise service management platform.
• Strong troubleshooting and problem‑solving skills.
• Excellent verbal and written communication abilities.
• CompTIA A+ certification (required) or equivalent experience.
• Familiarity with Windows, macOS, and basic networking concepts.
• Ability to work in a fast‑paced environment.
• Excellent customer service skills.

• Additional certifications (Network+, Security+).
• Experience with cloud technologies.
• Knowledge of Microsoft 365 administration.
• Basic scripting or Power Shell skills.

• Windows and macOS troubleshooting.
• Network connectivity issues.
• Hardware diagnostics.
• Software installation and configuration.
• Remote support tools.
• Antivirus and security software management.

• Tier 1/Tier 2 Helpdesk Technician (Current Role)
• Tier 3 Service Desk Technician
• IT Support Engineer
• Specialized Technical Roles (Network, Security, Cloud)

• Competitive salary up to $65,000.
• Health, dental, and vision insurance.
• 401(k) with company match.
• Continuous training and certification support.
• Professional development opportunities.
  
  Career growth potential.

• Full‑time position.
• Initial 3–6 months:
  Required in‑office attendance.
• After initial period:
  Flexible hybrid or fully remote options.
• Standard business hours with occasional after‑hours support.

• Mandatory in‑office presence for first 3–6 months.
• Ability to work in an office environment.
• Occasional on‑site support may be required.
• Ability to sit for extended periods.
• Excellent communication skills (verbal and written).

This is an in‑office position at the Elgin, Illinois office for the first 3–6 months. After getting up to speed, the position can transition to a work‑from‑home or hybrid schedule.