Help Desk Technician

Help Desk TechnicianLocation: Peoria, IL Employment Type: Full-Time Work Environment: In-person only – This is not a remote or hybrid position Salary Range: $36,000 – $50,000 per year, based on experience and qualificationsAbout the RoleIT360, Inc. is seeking a motivated Help Desk Technician to join our support team. This Tier 1 technical role is responsible for handling first-level service requests for our managed services clients. You'll troubleshoot and resolve a wide range of issues involving desktops, applications, printers, basic networking, and end-user support — while collaborating with Tier 2 and Tier 3 engineers as needed.Key ResponsibilitiesProvide Tier 1 technical support for desktops, laptops, printers, and core Microsoft applicationsTroubleshoot basic issues involving Windows OS, Office 365, and line-of-business applicationsProvide basic support for network connectivity, firewalls, VPNs, and remote desktop accessRespond to alerts from remote monitoring tools and take appropriate action via service ticketsDocument all work performed and maintain detailed records in the PSA/ticketing systemMaintain communication with clients on issue status, timelines, and resolution updatesEscalate unresolved or complex issues to Tier 2 team members when appropriateAdditional DutiesMaintain client satisfaction through responsive, professional communicationCoordinate with the Service Desk Dispatcher to ensure efficient ticket routingAccurately track time, tasks, and expenses within ticketing platformContribute to internal knowledge base and documentationStay current with basic industry tools, technologies, and best practicesQualifications1+ years of experience in IT support or technical customer serviceFamiliarity with Microsoft environments (Windows 10/11, Office 365, Active Directory basics)Knowledge of remote access tools, printers, and basic networking conceptsStrong interpersonal and communication skillsAbility to handle multiple priorities and adapt in a fast-paced environmentStrong problem-solving mindset and attention to detailPreferred but not required: CompTIA A+, Network+, or Microsoft Fundamentals certificationCompensation & BenefitsSalary: $36,000 – $50,000 annually, depending on experience and qualifications. This position may be eligible for performance-based incentives.Benefits (subject to eligibility and length of employment):Health insurance allowance up to $500/monthEmployer-paid group life insurance policy valued at $100,0004% employer match on retirement savings planHigh-speed internet reimbursement up to $40/month$40/month cellular phone allowance8 paid holidays annuallyPaid vacation: 5 days/year to start, increasing to 10 days/year after 3 years of serviceAccess to Safe Ride Home Program (Uber ridesharing)Apply today and become part of a team that delivers reliable IT solutions with a personal touch.