IT Service Desk Engineer

IT Service Desk Engineer

Location:

Lake Forest, Illinois

Posted:
June 30, 2026

Service Desk Engineers provide Tier 2 and Tier 3 support for our Managed IT clients’ networks. They diagnose and troubleshoot issues remotely, escalating to advanced engineering teams when necessary, and operate from the Unified Support Operations center. The role is based on a 24/7/365 support model with shift options including weekday nights and weekend early mornings.

• Provide Tier 3 end‑user IT support escalated by Tier 1–2 analysts.
• Identify, document, and troubleshoot user computing issues to resolution while maintaining customer satisfaction.
• Work within structured problem‑management processes to resolve recurring issues.
• Collaborate with advanced engineering resources and vendors for escalated support.
• Document issues in the ticketing system on time and run historical reports to identify recurring disruptions.
• Assist with onboarding of new clients and users and run diagnostic applications to resolve problems.
• Participate in ongoing training and attainment of manufacturer certifications.
• Develop and maintain relationships with customers and engineers to enhance the company’s reputation through exceptional service.

• 3+ years of experience as a NOC Technician, NOC Engineer, IT Support Engineer, Network Support Engineer, Systems Administrator, Network Administrator, IT Administrator, IT Specialist, Network Technician, Service Desk Engineer, Service Desk Analyst, or related role.
• Windows Server 2019‑2025 administration.
• Active Directory management and maintenance.
• DNS, DHCP, VPN, and foundational networking and connectivity concepts.
• Management of user accounts, licenses, and permissions through Office 365 admin portal.
• Fundamental troubleshooting of Office 365 applications and services.
• Strong IT diagnostic abilities.
• Excellent written and verbal communication skills.

• Remote Desktop Services and RMM familiarity.
• VMware, Hyper‑V, and other virtualization technologies.
• Azure and other cloud solutions.
• Microsoft Exchange, SQL, and SharePoint management.
• Storage solutions: SAN, NAS, and shared storage.
• Experience with a Microsoft partner organization.
• Experience working for a managed services organization.

• Microsoft Fundamental and Associate certifications.
• CompTIA A+, Network+, Server+, Security+, etc. certifications.
• Cisco certifications.

Typical base salary range: $59,500 to $70,500. Compensation packages are based on factors such as skillset, experience, certifications, and organizational needs. Incentive compensation plans may be offered on a role‑ or department‑basis.

• Paid time off up to 20 days PTO, 7 paid sick days, 12+ paid holidays, and paid parental leave.
• Development and growth opportunities with ongoing training and education reimbursement.
• 401(k) and retirement plans with complimentary financial advisory services.
• Comprehensive health, disability, life, dental, and vision plans.

Candidates must be authorized to work in the United States at the time of application. Immigration sponsorship may be considered in limited circumstances based on business need and applicable regulations. Certain positions may involve access to information subject to export control laws.