Service Desk Technician

Job Description Job Description Position Title: Service Desk Technician Location: On-premises Type of Employment: Full-time About Net56 Net56 is a Production IT company with over 40 years of experience delivering technology and managed service solutions. We serve as a trusted technology partner to our clients, providing a comprehensive suite of IT services, including network infrastructure and support, cybersecurity and governance services, professional services, business development, and ongoing technical support. Position Overview Net56 is seeking a Service Desk Technician to join our team of problem-solving, client-focused IT professionals. The Service Desk Technician provides both remote and onsite technical support to Net56 clients, diagnosing and resolving hardware, software, network, and user-related issues. This position utilizes monitoring tools, remote support applications, and our ticketing system to provide timely resolutions while maintaining a high level of customer satisfaction. This is an office-based position located in Deer Park, Illinois, with occasional travel to client locations when onsite support is required. Responsibilities Provide direct remote and in-field technical support to clients. Diagnose and resolve technical issues through phone, email, and remote-support applications. Perform onsite client support when scheduled or when remote resolution is not possible. Create, track, document, update, and resolve client issues through the company's ticketing system. Troubleshoot computer hardware, software, user-access, connectivity, and network-related issues. Monitor network availability and uptime using SolarWinds. Monitor backup operations and successful completion using Veeam. Escalate complex technical issues to the appropriate internal resource when necessary. Maintain accurate documentation of troubleshooting steps, resolutions, and client communications. Communicate clearly and professionally with clients and internal team members. Assist with hardware installation, configuration, replacement, and break/fix support. Follow Net56 technical procedures, documentation standards, and service expectations. Qualifications Working knowledge of networking architecture and basic network troubleshooting. Familiarity with LAN and WAN network topology. Experience with Google Workspace, Active Directory, or similar platforms. Experience providing computer hardware break/fix support. Basic understanding of Windows environments and Windows Server. Basic knowledge of backup software functionality and disaster recovery concepts. Strong troubleshooting, analytical, and critical-thinking skills. Ability to prioritize and manage multiple support requests. Excellent verbal and written communication skills. Strong customer-service skills and a client-focused approach. Positive, professional, and collaborative demeanor. Ability to work independently while knowing when to escalate an issue. Education & Experience 1–3 years of combined education, technical training, certifications, or practical IT support experience. Education, training, or certifications involving the following are preferred: LAN and WAN networking Windows Server Active Directory Disaster recovery and backup technologies Network and infrastructure monitoring Google Workspace IT support and troubleshooting Relevant technical certifications are preferred but not required. Physical Demands Ability to spend the majority of the workday in an office-based desktop and computer environment. Ability to perform onsite client support as required. Ability to lift, move, or transport equipment weighing up to 50 pounds when required for onsite or hardware-related work. Why Work at Net56? At Net56, you'll work alongside a friendly, collaborative, and goal-oriented team committed to delivering excellent service to our clients. We offer a modern and comfortable office environment, opportunities to expand your technical knowledge and experience, and a company culture built around teamwork, professional growth, accountability, and sustained excellence.