Associate Network Engineer

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Full Time SME/Specialist Oakbrook Terrace, IL, US

3 days ago Requisition

The Associate Network Engineer / Helpdesk Associate delivers responsive, customer-focused technology support while assisting with the administration and maintenance of BCS network, identity, endpoint, cloud, and collaboration technologies. The role owns employee incidents and service requests from intake through resolution, communicates status clearly, works within established service level expectations, and troubleshoots hardware, software, access, connectivity, and Microsoft 365 issues. The role also supports employee onboarding and offboarding, maintains accurate documentation and asset records, and escalates security or infrastructure issues when appropriate.

Success in this role is measured by the quality of the employee support experience, timely performance against service level commitments, clear and proactive communication, effective issue resolution, accurate ticket documentation, and a demonstrated reduction in recurring issues through root-cause analysis, knowledge management, and continuous improvement. The role also develops the technical breadth needed to grow into network, systems, cloud, or cybersecurity responsibilities.

Own the end-to-end resolution of employee technology incidents and service requests through the Corporate Help Desk, delivering a high level of customer service for Windows devices, Microsoft 365 applications, user access, network connectivity, printers, mobile devices, file access, and approved business applications. Accurately document troubleshooting, actions, resolution, and employee communication in the ticketing system.

Monitor, prioritize, and manage the support queue in accordance with established service level agreements and escalation procedures. Provide timely acknowledgement, status updates, resolution, and follow-up; proactively communicate when a commitment is at risk and coordinate escalation to the appropriate IT resource.

Provision, configure, deploy, maintain, and retire laptops, desktops, peripherals, and mobile devices using approved standards; maintain accurate hardware, software, and inventory records.

Administer routine user lifecycle activities across Active Directory and Microsoft Entra , including account creation, group membership, access changes, password and multifactor authentication support, and timely onboarding and offboarding tasks.

Support Microsoft 365 services, including Exchange Online, Teams, One Drive, SharePoint Online, and Office applications; provide practical end-user guidance and training.

Perform first-level network troubleshooting for wired and wireless connectivity, TCP/IP, DNS, DHCP, VPN, and related access issues; elevate complex incidents with clear diagnostic information.

Assist with Microsoft Intune, endpoint configuration, device compliance, patching, software deployment, and endpoint protection; identify and escalating security alerts, suspected phishing, malware, unauthorized access, or other security concerns.

Analyze recurring incidents and service requests to identify root causes and trends. Build and maintain knowledge articles, support procedures, configuration records, and user instructions; recommend and help implement corrective actions, process improvements, automation, or technology changes that prevent repeat issues and improve the employee support experience.

Work with the Systems Engineer and other IT team members on network, server, cloud, endpoint, security, and technology lifecycle initiatives; complete assigned project tasks and communicate status, risks, and dependencies.

Use basic Power Shell or other approved automation methods to improve repeatable support and administrative tasks, with appropriate review and change controls.

Participate in after-hours support or maintenance activities when scheduled or required for critical business needs.

• Associate's or Bachelor's degree in information technology, computer science, cybersecurity, networking, or a related field preferred; equivalent relevant experience and technical training will be considered.
• Microsoft, CompTIA, IT service management, networking, cloud, or security certifications are preferred. Examples include Microsoft Fundamentals or Associate-level credentials, CompTIA A+,…