IT Generalist (Tier 2 Helpdesk)

Job Description

Job Description

The IT Generalist (Tier 2 Helpdesk) provides advanced technical support across a wide range of systems, applications, and infrastructure. This role serves as the escalation point for Tier 1 technicians, resolving complex issues, maintaining core IT systems, and ensuring reliable day‑to‑day operations for end users. The ideal candidate is a versatile problem‑solver with strong troubleshooting skills, excellent communication and custom service, and the ability to work independently in a fast‑paced environment. Reports directly to IT Director. This role is in-person at our corporate office in Burr Ridge, IL .

Schedule: Monday-Friday (8:30am-5pm); on call requirement once every 3 weeks

Specific Duties

• Resolve escalated incidents related to hardware, software, networking, and user accounts.
• Troubleshoot issues involving Windows 11, Microsoft 365, VPN, printers, and line‑of‑business applications.
• Provide remote and on‑site support for end users.
• Complete new user logins and terminations.
• Complete new user training.

• Familiar with internet service providers and service set up for the opening of new office locations

• Participate in patching, security, and system hardening efforts leveraging RMM tools configuration baselines
• Assist with IT projects, documentation, upgrades, and deployments

• Monitor refrigeration temperatures.

• Adhere to HIPAA and PCI security standards

• Follow least-privilege access controls and secure configuration practices
• Participate in security awareness and incident response procedures
• Other duties and tasks as assigned.

Requirements

Education and Relevant Job Experience:

• Associate’s or Bachelor’s in IT preferred.
• Minimum of 3-4 years of help desk experience.
• Comfortable in fast-paced, multi-site environments
• On-call coverage

Physical Requirements:

• Ability to use a computer and telephone
• Requires prolonged sitting
• Ability to lift and move 50 lbs

Benefits

• Health Insurance
• Dental insurance
• Vision insurance
• Disability insurance
• Life insurance
• Paid time off
• 401(k)- Profit Sharing

Salary

• $68,000-$75,000/year