IT Help Desk Technician

Dubak Electrical Group is looking to hire a full-time Information Technology Help Desk Technician to join our team in LaGrange, Illinois.

This position provides support to end users on a variety of issues through identifying, researching, and resolving technical problems, along with responding to telephone calls, e-mail, and personnel requests for technical support. The IT Help Desk Technician will install, configure, test, maintain, monitor, and troubleshoot end-user computer equipment, and related hardware and software.

To succeed in this role, the individual should have excellent technical, time management, and communication skills, as you'll collaborate with clients, internal teams, and other stakeholders across the organization.

• Provide first-level technical support for employee hardware, software, connectivity, and general IT issues.
• Receive, document, troubleshoot, and resolve Help Desk tickets in accordance with established IT procedures and service expectations.
• Maintain the IT ticketing system by ensuring tickets are properly documented, categorized, assigned, updated, and closed in accordance with established IT procedures.
• Escalate issues to higher-level IT staff when additional technical knowledge or administrative access is required.
• Assist with new employee IT setups, including laptops/desktops, monitors, keyboards, mice, headsets, cameras, iPhones, iPads, and other assigned equipment.
• Assist with basic user account setup, password resets, and access requests under the direction of senior IT staff.
• Install, configure, and troubleshoot Windows workstations and approved business applications.
• Install approved software, operating system updates, drivers, and patches as directed by the IT Manager.
• Provide Microsoft 365 and Outlook support to end users.
• Troubleshoot basic network and connectivity issues, including wired connections, Wi-Fi, VPN connectivity, and network printers.
• Maintain and support IT peripheral equipment in local offices, including printers, scanners, conference room equipment, and other devices.
• Track computers, mobile devices, peripherals, and other IT equipment using the company's asset tracking system.
• Maintain IT equipment and supply inventory and notify management when additional equipment or supplies are required.
• Assist with employee onboarding and offboarding activities as directed.
• Create and maintain documentation for common technical issues, processes, and procedures.
• Communicate clearly and professionally with employees, IT staff, management, and vendors when necessary.
• Provide excellent customer service by understanding user issues and working toward timely resolution.
• Assist IT Technicians and the IT Manager with IT projects and system deployments as needed.
• Follow established IT security policies, procedures, and escalation requirements.
• Continue developing technical knowledge and IT troubleshooting skills through hands-on experience and training.
• Perform other IT-related tasks and duties as assigned by management.

• Strong interest in Information Technology and willingness to learn and develop new technical skills.
• Understanding of computer hardware, Windows operating systems, software installation, and troubleshooting.
• Understanding of computer networking concepts.
• Familiarity with Microsoft Office applications, including Outlook, Word, Excel, and Teams.
• Familiarity with Microsoft 365 is preferred.
• Previous Help Desk, technical support, internship, or customer service experience is preferred but not required.
• Exposure to Active Directory, Windows Server, LAN/WAN, VLANs, VPNs, switches, firewalls, or VoIP systems is a plus.
• CompTIA A+, Network+, Microsoft, or…