Desktop Support Technician

POSITION SUMMARY

We are looking for a Desktop Support Technician to join our team in McHenry, IL. This is a hands‑on, hybrid role for someone early in their IT career who is eager to learn, grow, and build a strong foundation in end‑user support. The person in this role will support employees across in‑office, remote, and global environments, helping with hardware, software, SaaS applications, account access, device setup, troubleshooting, and day‑to‑day technical issues.

This role also requires someone who is comfortable supporting AI tools used across the business and has experience using AI to work more efficiently, solve problems faster, and improve the support experience. The right candidate brings a strong work ethic, a service‑first mindset, curiosity, and the ability to grow in a fast‑moving environment.

• Provide day‑to‑day desktop and end‑user support for employees across in‑office, remote, and global environments
• Install, configure, test, maintain, and troubleshoot laptops, monitors, mobile devices, printers, peripherals, operating systems, and other end‑user technology
• Research and resolve hardware, software, operating system, network, audio/video, and application issues in a timely and accurate manner
• Support SaaS applications, user accounts, permissions, password resets, and onboarding/offboarding tasks
• Assess needs for new tools, functions, and software applications, and recommend improvements to existing systems and workflows
• Help support collaboration, productivity, and AI tools used across the organization, including basic troubleshooting and user adoption support for approved AI tools and workflows
• Use AI tools appropriately in daily work to improve troubleshooting, research, documentation, knowledge sharing, and issue resolution
• Create and maintain clear documentation for applications, configurations, support processes, issue resolution, and knowledge articles
• Prepare reports, instructions, and user‑facing documentation as needed to support consistent operations and end‑user understanding
• Serve as a liaison between employees and vendors by helping coordinate installations, issue resolution, and follow‑up
• Help ensure employees understand company policies and best practices related to the use of computers, networks, internet access, and business systems
• Partner with internal teams to improve the employee support experience, maintain asset tracking and device standards, and escalates more complex issues when needed while keeping stakeholders informed
• Other duties as assigned

• 2‑4 years of experience in desktop support, technical support, help desk, or a similar IT support role
• CompTIA A+ and/or Network+ certification strongly preferred
• Strong customer service mindset with a helpful, professional, and responsive approach
• Experience supporting users in a SaaS‑based environment
• Experience working with remote, distributed, and global teams
• Working knowledge of Windows and common desktop productivity tools
• Comfort troubleshooting a wide range of end‑user technology issues
• Familiarity with identity and access tools, endpoint management, ticketing systems, and common collaboration platforms
• Exposure to AI‑enabled workplace tools or experience helping users adopt new technology
• Strong communication skills and the ability to explain technical issues in plain language
• Organized, dependable, and able to manage multiple support requests effectively
• Eager to learn, open to feedback, and motivated to grow within IT support and operations

• This is a hybrid role based out of McHenry, IL with three (3) days per week in the office required.
• Only open to candidates currently located in the United States and able to work without sponsorship.
• Remote work requires a suitable space that provides a private and quiet workplace.
• Work hours and schedules are set to accommodate the requirements of the position and the needs of the organization and may be adjusted as needed.

• Perform tasks in a home office environment with frequent virtual meetings, communications, and interruptions, requiring effective time management and prioritization.
• Prolonged sitting…