IT Help Desk Technician

Information Technology Help Desk Technician

Dubak Electrical Group is looking to hire a full-time Information Technology Help Desk Technician to join our team in LaGrange, Illinois.

This position provides support to end users on a variety of issues through identifying, researching, and resolving technical problems, along with responding to telephone calls, e-mail, and personnel requests for technical support. The IT Help Desk Technician will install, configure, test, maintain, monitor, and troubleshoot end-user computer equipment, and related hardware and software.

To succeed in this role, the individual should have excellent technical, time management, and communication skills, as you'll collaborate with clients, internal teams, and other stakeholders across the organization.

Primary Roles & Responsibilities

• Provide first-level technical support for employee hardware, software, connectivity, and general IT issues.
• Receive, document, troubleshoot, and resolve Help Desk tickets in accordance with established IT procedures and service expectations.
• Maintain the IT ticketing system by ensuring tickets are properly documented, categorized, assigned, updated, and closed in accordance with established IT procedures.
• Escalate issues to higher-level IT staff when additional technical knowledge or administrative access is required.
• Assist with new employee IT setups, including laptops/desktops, monitors, keyboards, mice, headsets, cameras, iPhones, iPads, and other assigned equipment.
• Assist with basic user account setup, password resets, and access requests under the direction of senior IT staff.
• Install, configure, and troubleshoot Windows workstations and approved business applications.
• Install approved software, operating system updates, drivers, and patches as directed by the IT Manager.
• Provide Microsoft 365 and Outlook support to end users.
• Troubleshoot basic network and connectivity issues, including wired connections, Wi-Fi, VPN connectivity, and network printers.
• Maintain and support IT peripheral equipment in local offices, including printers, scanners, conference room equipment, and other devices.
• Track computers, mobile devices, peripherals, and other IT equipment using the company's asset tracking system.
• Maintain IT equipment and supply inventory and notify management when additional equipment or supplies are required.
• Assist with employee onboarding and offboarding activities as directed.
• Create and maintain documentation for common technical issues, processes, and procedures.
• Communicate clearly and professionally with employees, IT staff, management, and vendors when necessary.
• Provide excellent customer service by understanding user issues and working toward timely resolution.
• Assist IT Technicians and the IT Manager with IT projects and system deployments as needed.
• Follow established IT security policies, procedures, and escalation requirements.
• Continue developing technical knowledge and IT troubleshooting skills through hands-on experience and training.
• Perform other IT-related tasks and duties as assigned by management.

Job Requirements and Skills

• Strong interest in Information Technology and willingness to learn and develop new technical skills.
• Understanding of computer hardware, Windows operating systems, software installation, and troubleshooting.
• Understanding of computer networking concepts.
• Familiarity with Microsoft Office applications, including Outlook, Word, Excel, and Teams.
• Familiarity with Microsoft 365 is preferred.
• Previous Help Desk, technical support, internship, or customer service experience is preferred but not required.
• Exposure to Active Directory, Windows Server, LAN/WAN, VLANs, VPNs, switches, firewalls, or VoIP systems is a plus.
• CompTIA A+, Network+, Microsoft, or similar entry-level IT certification is a plus but not required.
• Ability to follow documented procedures and technical instructions.
• Ability to document troubleshooting steps and resolutions accurately.
• Strong problem-solving and organizational skills.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Strong interpersonal and communication skills with the ability to communicate clearly and respectfully with end users.
• Dependable and able to work effectively both independently and as part of an IT team.
• Ability to maintain confidentiality when working with company systems, accounts, and information.
• Valid driver's license and reliable transportation required for travel between company locations when necessary.

Education/Experience

High school diploma or equivalent required.

• Associate degree, technical school education, or coursework in Information Technology, Computer Science, Cybersecurity, Networking, or a related field is preferred but not required.
• 0-1 years of IT-related technical experience with relevant experience in windows workstations, windows servers, network switching, firewalls, and VPNs

Benefits

• Competitive Salary
• Comprehensive Benefits, including Medical, Dental, Vision, Life, Short-Term Disability, Long-Term Disability, among other voluntary options
• Paid Time Off
• 401(k) and Profit Sharing
• (6) Paid Holidays
• Training Reimbursement Program
• Positive Work/Life Balance
• Opportunities for Advancement

Dubak Electrical Group, LLC and its affiliates is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, creed, color, religion, national origin, ancestry, gender, gender identity, marital status, status with regard to public assistance, citizenship status, physical or mental disability, sexual orientation, membership or activity in a local commission, veteran status, age, or any other status protected by law.