IT Support Technician Level 2

• Base Pay $50,000.00 - $55,000.00 / Year
• Job Category Information Technology
• Employee Type Full Time Exempt

• Name Claire's HR
• Phone

The IT Support Technician – Level 2 is responsible for providing hands‑on technical support for end users and endpoint devices across multiple locations. This role is responsible for imaging, configuring, deploying, and supporting Windows PCs and Apple Mac Books while providing advanced troubleshooting for hardware, software, application, and user issues.

This role will have experience supporting both Microsoft Active Directory (on‑premises) and Microsoft Entra , along with strong knowledge of the Microsoft 365 ecosystem. This position requires excellent problem‑solving skills, the ability to independently triage and resolve technical issues, and a commitment to delivering outstanding customer service.

Image, configure, deploy, and maintain Windows laptops, desktops, and Apple Mac Books.

Perform device provisioning, software installation, system updates, and hardware upgrades.

Configure user profiles, security settings, and standard corporate applications.

Maintain endpoint inventory and asset management records.

Assist with device lifecycle management, including deployment, replacement, and retirement.

Provide Level 2 technical support for end users in person, remotely, and over the phone.

Troubleshoot and resolve hardware, software, operating system, and application issues.

Diagnose and resolve account access, authentication, and connectivity problems.

Escalate complex issues to appropriate technical teams when necessary.

Document incidents, resolutions, and support activities within the ticketing system.

Support users across the Microsoft 365 platform, including:

Outlook

Teams

One Drive

SharePoint Online

Microsoft Office applications

Troubleshoot email, collaboration, file‑sharing, and licensing issues.

Assist with user onboarding, offboarding, and account administration.

Administer and support user accounts within:

Active Directory (on‑premises)

Manage user permissions, group memberships, password resets, and account provisioning.

Support hybrid identity environments and authentication‑related issues.

Triage user‑reported issues and determine root cause.

Troubleshoot business applications and coordinate with application owners or vendors when necessary.

Prioritize incidents based on business impact and urgency.

Ensure timely resolution of support requests while maintaining high customer satisfaction.

Provide onsite support primarily in Rosemont, IL.

Travel as needed to the Elgin, IL location to support end users, projects, deployments, and technical issues.

Assist with office technology moves, additions, and changes.

Associate’s degree in information technology, Computer Science, or equivalent work experience.

3+ years of experience in a desktop support, service desk, or endpoint support role.

Experience imaging and configuring Windows PCs and Apple Mac Books.

Hands‑on experience with:

Active Directory (on‑premises)

Microsoft 365 administration and support

Experience supporting Windows 10/11 and macOS environments.

Strong knowledge of Microsoft Office and Microsoft 365 applications.

Experience with endpoint troubleshooting, hardware support, and software deployment.

Familiarity with ticketing and incident management systems.

Strong analytical, troubleshooting, and problem‑solving skills.

Excellent verbal and written communication skills.

Valid driver's license and ability to travel between Rosemont and Elgin locations.

Experience with Microsoft Intune and endpoint management solutions.

Experience…