L1/L2 Help Desk Technician

Job Title

Managed Service Provider (MSP) L1/L2 Help Desk Technician


Job Location                                      Employment Type

Frankfort, IL                                    Full-Time

Position Objective

Consider joining our team, to serve our managed service clients on our help desk. This position requires you to be able to travel to the office in Frankfort regularly and can also incorporate on-site visits to clients who are local to Frankfort in addition to the Chicago and surrounding areas. You will be working with our IT Help Desk Team to support all our clients who entrust their IT service, who outsource their IT to us, to keep their systems running and their data safe. In this position, you are the “calm in the storm”, the listening ear, when an end-user is experiencing a functional problem with their technology. You must have a passion and desire to help people and be respectful to end-users who need your help, without being talked down to. You must have attention to detail, and a commitment to details, including updating our documentation from time to time. A positive attitude, a desire to improve, and being a team player will make you excel in this position with our team. You will also be participating in onboarding or other special projects from time to time. You are our first level of support working directly with client users to resolve technology issues remotely. You will be exposed to multiple desktop, network and server technologies in our diverse customer infrastructure environments.

Key Responsibilities

  •  Via telephone and with remote access tools, clarify the problem at hand, troubleshoot and resolve issues that end-users are experiencing
  •  Collaborate with all team members, service coordinators and service managers to help clients with day to day activities
  •  Manage and complete requests assigned to you by a state-of-the-art help desk ticketing system
  •  Configure or repair and deploy IT equipment as needed: monitors, desktops, laptops, mobile phones, desk phones
  •  Document processes and update pre-existing documentation
  •  Provide support for the following key areas: PCs, servers, printers, software and networking
  •  Support Microsoft related products: Active Directory (group memberships, password resets, and creating users), Office 365, Teams, SharePoint and MS Office suites 
  • Support remote access solutions: VPN, Citrix Remote Access, Windows Terminal Server 
  • Mobile phone support: Apple iPhone IOS and Android for connection and setup with email and other end-user needs


  • Demonstrated ability to function effectively both independently and within a team as a team player
  • Ability to exercise sound judgement, good listening skills, and strong problem-solving techniques
  • Skill at paying great attention to small details • A positive attitude with effective written and verbal communication skills to communicate with colleagues, client and vendors
  • Ability to deliver highly technical information to less technically savvy individuals
  • Strong time management skills
  • One to two years of relevant work experience is preferred. Experience working in a managed service or outsourced service environment is a huge plus
  • Comp TIA A+ certification is a plus
  • A Bachelor’s degree or greater is strongly preferred

Key Characteristics for Success in this Position

  • Empathy and a desire to help end-users with technical problems 
  • Self confidence in your abilities, and personal confidence to ask for help (escalate) when necessary 
  • Attention to detail, in problem solution and entry of the description of the work you completed in our time accounting system 
  • A positive attitude and a willingness to have fun at work 
  • Great people skills 
  • A “I’ve got your back” approach for team members as well as customers 
  • An ability within an environment that supports “thinking outside the box” to go beyond standardized processes with personal initiative 
  • A “get the job done” attitude, with a critical thinking approach to bringing needed changes back to the entire team, when it is needed 
  • A desire to improve and a willingness to take on new tasks or endeavors such as training for a career improvement and advancement 
  • Being thirsty for knowledge 
  • Punctuality

Compensation Structure

  • Salary
  • Benefits
    • Medical
    • Dental
    • Vision
    • Life Insurance
  • Retirement Plan
  • Job Type: Full-time
  • Pay: From $24.00 per hour
  • COVID-19 Considerations: To keep our team members and customers as safe as possible, we practice strict processes for daily personal health screening whether at our office or on-site with customers. provide masks, gloves and hand sanitizer

Apply Here

  • Accepted file types: pdf.
  • This field is for validation purposes and should be left unchanged.


9645 Lincolnway, Suite 101,
Frankfort, IL 60423

Working Hours:
Monday - Friday 
8:30 AM - 5:00 PM


Subscribe To Our Newsletter

Subscribe To Our Newsletter

Please enter your contact information in order download our free guide to protecting yourself from Cybercrime.

You have Successfully Subscribed!

Call Us Today!