IT Support Technician Level 2

About the Role

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 MacBooks 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 ID, 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.

Key Responsibilities

Endpoint Deployment & Management

Image, configure, deploy, and maintain Windows laptops, desktops, and Apple MacBooks.

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.

User Support & Troubleshooting

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.

Microsoft 365 Administration & Support

Support users across the Microsoft 365 platform, including:

Outlook

Teams

OneDrive

SharePoint Online

Microsoft Office applications

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

Assist with user onboarding, offboarding, and account administration.

Identity & Access Management

Administer and support user accounts within:

Active Directory (on-premises)

Microsoft Entra ID

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

Support hybrid identity environments and authentication-related issues.

Application & Incident Management

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.

Site Support

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.

Qualifications

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 MacBooks.

Hands-on experience with:

Active Directory (on-premises)

Microsoft Entra ID

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.

Preferred Qualifications

Experience with Microsoft Intune and endpoint management solutions.

Experience supporting hybrid Microsoft environments.

Knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, and wireless networking.

Relevant certifications such as:

Microsoft Certified: Modern Desktop Administrator Associate

Microsoft 365 Certified Fundamentals

CompTIA A+

CompTIA Network+

Key Competencies

Customer Service Excellence

Technical Troubleshooting

Time Management

Incident Prioritization

Documentation and Process Adherence

Communication Skills

Attention to Detail

Team Collaboration

Independent Problem Solving

Physical Requirements

Ability to move, lift, and install desktop equipment and peripherals up to 40 pounds.

Ability to travel between office locations as needed.

Ability to work onsite and provide hands-on support in office environments.

What You Bring: A technically proficient Level 2 technician who thrives in a hands-on support environment, can independently triage and resolve user and application issues, and possesses strong experience supporting Windows, macOS, Active Directory, Entra ID, and Microsoft 365 technologies.