IT Operations/Help Desk Technician

Job Title

IT Operations/Help Desk Technician


Job Location                                      Employment Type

Frankfort, IL                                    Full-Time

Position Objective

The successful employee will be working with our IT Help Desk to support all our MSP clients responding to IT requests and assisting with other necessary projects. The IT Operations/Help Desk Technician position is our first level of support working directly with client users to resolve technology issues remotely. Members of the team will be exposed to multiple desktop, network and server technologies in our diverse customer infrastructure environments. The position responds to, resolves, and escalates incoming technical client issues and requests submitted by phone, e-mail, or our client portal with a focus on superior customer service.

Key Responsibilities

  • Identifies, troubleshoots, and resolves issues
  • Develops or collaborates with all colleagues and clients to help client with day to day activities
  • Tier 1 response to IT break/fix requests via email, phone, chat or in-person
  • Track request progress via Help Desk ticketing system
  • Deploy and repair equipment as needed: monitors, desktops, laptops, mobile phones, desk phones
  • Document processes to Knowledge Base
  • Escalate issues to engineering team members and/or vendor support
  • Provide support for the following key areas:
    • Hardware support – break/fix hard drives, video cards, NIC cards, adding/upgrading hardware and troubleshooting and replacing failed hardware. CompTIA A+ certification is a plus
    • Experience with networking basics – Ability to use Windows tools to resolve/troubleshoot networking issues (nslookup, ping, tracert, etc.) Network cabling (patch panels, network switches)
    • OS – Imaging workstations and laptops (Microsoft WDS knowledge a plus), bios upgrades bluescreen troubleshooting
    • Experience with troubleshooting printers
    • Microsoft-related products: Active Directory (group memberships, password resets and creating users) Exchange, SharePoint, and MS Office suite (2010, 2013)
    • Remote access solutions: VPN, Citrix Remote Access, Windows Terminal Server
    • Network and local printing (paper jam/fill, toner change, scanning to email or folder)
    • Audio and video conferencing: Polycom and Zoom platforms
    • Mobile phone support: Apple iPhone (backup, restore and iCloud) email applications, MobilePass 2FA, Microsoft Intune


  • Bachelor’s degree strongly preferred
  • Demonstrated ability to function effectively both independently and within a team/matrix in a high visibility client environment.
  • Ability to exercise sound judgement and strong problem solving skills
  • Effective written and verbal communication skills to communicate with colleagues, clients, and vendors
  • Ability to deliver highly technical information to less technical individuals.
  • Proven time management skills to manage multiple priorities and deliver timely and accurate work
  • At least 1-2 years of relevant work experience is preferred
  • Must demonstrate strong active listening and follow-up skills

Skill Set

  • Provide expert remote desktop support and basic server administration with a focus on:
    • Client satisfaction
    • Service delivery quality
    • Technical excellence
  • Drive to meet and exceed organizational goals for:
    • Cost per Contact
    • Utilization
    • Customer Satisfaction
    • First Contact Resolution Rate
    • Employee Satisfaction
    • Average Speed to Answer
  • Demonstrate strong customer service skills to provide phone support including:
    • Listening to the customer to gain an accurate understanding of the situation
    • Being empathetic to the customer’s situation and having a sense of urgency to resolve the issue
    • Producing accurate and detailed documentation at the client and incident level
    • Resolving conflict
    • Provide expert remote support for desktops, printer, mobile devices, and basic server administration
    • Follow task creation, work, closure, and escalation procedures
    • Support team members with resolving client issues
  • Meet or exceed position Key Performance Indicators (KPIs) Excel in the areas of:
    • Remote troubleshooting skills
    • Client service skills
    • Professionalism
    • Punctuality
    • Technical competencies defined for the position

Compensation Structure

  • Salary
  • Paid Time Off
  • Retirement Plan
  • Benefits
    • Medical
    • Dental

Apply Here

IT Operations/Help Desk Technician

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9645 Lincolnway, Suite 101,
Frankfort, IL 60423

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


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