Desktop Support Technician

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our client is currently seeking a qualified desktop support technician to join their team onsite in chicago, il and provide technical support in a windows-based enterprise environment. This role requires a customer-focused professional capable of independently troubleshooting and resolving complex technical issues while delivering exceptional end‑user support in a fast‑paced corporate environment.
this role is based in chicago, il. The ideal candidate must be open to travel to another local site based in libertyville, il 1 or 2 times per week and provide support.

• provide onsite level 2 support for desktops, laptops, mobile devices, docking stations, monitors, printers, and peripherals
• diagnose and resolve hardware and software issues in a windows 10/11 environment
• perform hands‑on break/fix repairs, component replacements, and troubleshooting
• install, configure, and support enterprise software applications and operating systems
• support microsoft 365 applications including outlook, teams, onedrive, and office suite

• manage incidents and service requests using servicenow
• accurately document troubleshooting activities, resolutions, and customer interactions in servicenow
• prioritize, track, and update tickets in accordance with established service level agreements (slas)
• escalate unresolved issues to level 3 support teams and vendors as required
• maintain detailed and accurate technical documentation

• perform workstation deployments, refreshes, migrations, and equipment replacements
• configure new devices and migrate user profiles, data, and applications
• support asset inventory management and lifecycle processes
• coordinate warranty repairs and vendor support activities

• troubleshoot active directory account issues, password resets, permissions, and group memberships
• support network connectivity, vpn, wireless, and workstation-related issues
• assist with conference room technologies, collaboration tools, and audiovisual support
• perform basic support for endpoint management solutions such as intune and sccm

• minimum 5+ years of experience providing desktop support in an enterprise environment
• strong experience supporting windows 10 and windows 11 operating systems
• proven experience with hardware and software break/fix support
• hands‑on experience managing incidents and service requests through servicenow
• experience supporting:
  • microsoft 365
  • outlook
  • teams
  • onedrive
  • active directory
  • vpn connectivity
• strong understanding of pc hardware, peripherals, and device troubleshooting
• knowledge of networking fundamentals including tcp/ip, dns, dhcp, and wireless networking
• comptia a+, network+, or equivalent certifications preferred
• microsoft certifications related to desktop support or endpoint administration preferred
• experience supporting executive/vip users preferred
• experience with microsoft intune, sccm/mecm, and endpoint management platforms preferred
• familiarity with itil-based support processes preferred
• excellent customer service, communication, and problem‑solving skills
• ability to work independently with minimal supervision
• ability to lift and transport equipment up to 50 pounds
• technical skills preferred:
  • operating systems
  • microsoft technologies
    entra  (azure ad)
  • ticketing & support tools
  • remote support tools
  • asset management systems device imaging & deployment
  • dell, client, and lenovo desktops/laptops
  • printers and multifunction devices
  • mobile devices
  • docking stations
  • monitors and peripheral

the rate for this position is between $2…