Help Desk Support Technician

The Hybrid Help Desk Support Technician serves as the primary point of contact for end-users at Old World Industries, delivering timely technical support across hardware, software, and network services. This role also supports a hybrid workforce by managing user access, service requests, and onboarding support.

Key Responsibilities

• Act as the primary point of contact for end-users, providing responsive technical support for hardware, software, and network issues.
• Troubleshoot and resolve end-user hardware and software problems.
• Set up and maintain computers, laptops, and peripheral devices.
• Handle service requests by phone and email, using the help desk system to track and monitor issues and requests to support timely resolution.
• Maintain Microsoft Active Directory and Entra ID (Azure AD) by managing user on-/off-boarding, permissions, and security.
• Install and support new equipment including docking stations, printers, scanners, and perform upgrades to existing systems through hardware and software changes.
• Recommend, plan, and execute upgrades and configuration changes for Microsoft Windows, Microsoft Office/365, and other applications.
• Manage projects related to system upgrades.
• Collaborate with team members to troubleshoot issues and coordinate with vendors until computing and technical issues are resolved.
• Document internal procedures and create, maintain, and improve technical documentation.
• Maintain the ITIL system of record using Freshservice.
• Provide remote assistance and support the onboarding of new users.
• Perform related duties as assigned.

Required Qualifications

• 3+ years of experience in technical support or a help desk role.
• Bilingual proficiency in Spanish and English is highly preferred.
• Various IT certifications (e.g., CompTIA A+, Network+, or Microsoft 365 Certified) are preferred.
• Strong knowledge of Microsoft operating systems, including advanced configuration and troubleshooting.
• Solid understanding of networking concepts and the ability to troubleshoot network issues.
• Experience with Freshservice or similar ITIL service management platforms.
• Ability to lift and move computer equipment weighing up to 20 pounds.
• Good communication and support skills for both local and remote users.
• Self-motivated and organized approach to completing tickets and projects with minimal supervision.

Technologies and Tools

• Microsoft Active Directory
• Entra ID (Azure AD)
• Microsoft Windows
• Microsoft Office/365
• Freshservice
• ITIL
• CompTIA A+
• CompTIA Network+
• Microsoft 365 Certified

Compensation

USD 53,000 - 70,000 per year.

Benefits

• Medical, dental, and vision coverage with wellness benefits
• Company-matching 401(k) plan
• Company-paid life insurance and accidental death & dismemberment benefits
• Company-paid identity theft insurance
• Company-paid disability
• Flexible spending and health savings accounts
• Company-paid employee assistance program
• Paid time off and paid holidays
• Additional benefits included: voluntary life insurance, legal benefits, critical illness, accident insurance, hospital indemnity insurance, and pet insurance

Work Location and Arrangement

Hybrid in Northbrook, IL. Requires a minimum of 3+ days in-office per week.