IT Helpdesk Specialist

The IT Helpdesk Specialist at Unis, LLC delivers timely L1/L2 technical support to keep office and warehouse IT systems running smoothly. This role supports troubleshooting, user and device access administration, and escalation coordination, reporting to the IT Helpdesk Service Manager while driving improvements through documentation and automation.

Onsite Location

• University Park, IL (onsite)

Compensation

• USD 65,000 - 70,000 per year

Responsibilities

• Resolve L1/L2 issues involving hardware, software, accounts, and connectivity; own tickets, provide progress updates, and escalate according to SLA procedures.
• Configure, deploy, and maintain computers, printers, scanners, RF handhelds, and warehouse devices while keeping asset records accurate.
• Administer and troubleshoot core IT platforms including Microsoft 365, Active Directory, VPN, Wi-Fi, and related services, with emphasis on user access, account security, and preventive practices.
• Create and maintain support documentation and runbooks; investigate recurring issues and deploy automation or scripting to streamline support operations and reduce downtime.
• Act as a technical escalation point for Helpdesk team members, coordinating with specialist teams and external vendors to handle more complex problems.

Required Qualifications

• Hands-on experience troubleshooting and resolving issues for desktops, laptops, operating systems, and business-critical applications.
• Working knowledge of Microsoft 365, Active Directory, secure account management protocols, and foundational networking concepts including TCP/IP, VPN, DNS, and DHCP.
• Experience using IT ticketing systems, asset tracking, and device deployment processes with accuracy and accountability.

Preferred Qualifications

• Two to four years of experience in IT Helpdesk or desktop support, including L2 troubleshooting in escalated scenarios.
• An associate or bachelor’s degree in IT, Computer Science, or a related field, or equivalent practical experience in professional IT environments.
• Experience supporting distributed or warehouse-heavy environments, including RF handheld devices, scanners, and Zebra/label printers.
• Basic scripting or automation experience to reduce manual work and improve efficiency.
• Exposure to warehouse-specific technologies such as 3CX and HikCentral, or demonstrated ability to learn these systems quickly.

Relevant Technologies

• Microsoft 365
• Active Directory
• VPN
• Wi-Fi
• TCP/IP
• DNS
• DHCP
• IT ticketing systems
• RF handhelds and RF handheld devices
• Printers and scanners
• Computers
• Warehouse devices
• Zebra/label printers
• 3CX
• HikCentral

Skills and Competencies

• Strong troubleshooting skills using a logical, structured approach to root cause analysis and practical resolution.
• Customer-oriented communication with the ability to explain technical topics clearly to non-technical stakeholders.
• Effective prioritization and time management to ensure dependable ticket ownership and follow-through.
• Ability to collaborate across departments and with external teams, including peer coaching when needed.
• Attention to detail, heightened security awareness, and a commitment to continuous improvement through observations and innovation.

Reporting and Scope

• Reports directly to the IT Helpdesk Service Manager.
• No personnel management responsibilities; the role influences operational outcomes through technical expertise and proactive problem-solving.
• Provides timely L1/L2 support while maintaining and improving the operational integrity of IT equipment, user access, and network connectivity.