IT Support Technician

Job Description

Job Type: Full-time

Reports To: IT Manager

Work Environment: On-site

Compensation: $60,000–$72,000 annually, commensurate with education, relevant experience, and qualifications.

Position Overview:

We are seeking an experienced IT Support Technician to join our small, collaborative IT Operations team. This individual-contributor role focuses on hands-on end-user support, complex ticket escalation, and timely issue resolution across two nearby facilities located in Wood Dale and Addison, approximately 10 minutes apart. The ideal candidate is a patient, resourceful troubleshooter who can resolve varied technical issues while keeping users productive and informed.

The technician will support Windows endpoints, Active Directory, Microsoft Remote Desktop Services (RDS), thin clients, VoIP, networked printers, and routine connectivity issues. The position performs initial server and network troubleshooting while escalating infrastructure changes and advanced administration issues appropriately. Complete ticket notes and reusable support documentation are expected as part of the role.

Key Responsibilities

Help Desk & Support

• Serve as the primary escalation resource for complex or time-sensitive Tier 1 and Tier 2 support requests.

• Troubleshoot Windows PCs, thin clients, user profiles, applications, hardware, and Microsoft RDS sessions.

• Diagnose and resolve desktop performance problems, application errors, login and profile issues, and hardware failures.

• Create and maintain Active Directory user accounts, standard group memberships, permissions, and profiles according to established procedures.

• Perform initial connectivity troubleshooting involving Cisco switches, routers, and wireless access points; escalate configuration and infrastructure changes appropriately.

• Support Brother and other networked printers and scanners, including drivers, print queues, connectivity, and routine hardware issues; coordinate vendor service when needed.

• Provide day-to-day VoIP support, including user provisioning, handset setup, and initial troubleshooting of call-quality and connectivity issues.

• Monitor and actively manage the shared ticket queue, prioritizing requests based on urgency and business impact and driving assigned tickets to resolution.

• Perform initial troubleshooting of Windows Server-related support issues involving services, file shares, print services, and RDS sessions; escalate advanced administration issues appropriately.

• Set up and configure new workstations, thin clients, and peripherals for new hires and equipment refreshes

• Provide responsive in-person, phone, and remote support, communicating clearly with technical and non-technical users.

• Identify recurring issues and recommend practical process improvements or basic automation opportunities.

• Assist with IT asset tracking and inventory management

• Maintain complete ticket notes and update support documentation for recurring issues and established solutions.

Qualifications

• Four or more years of progressively responsible help desk, desktop support, or end-user IT support experience.

• Strong working knowledge of Windows 10/11 desktop administration

• Demonstrated ability to prioritize and resolve multiple concurrent support requests accurately and within established service expectations.

• Experience providing initial support for Windows Server-related services, including file shares, print services, RDS sessions, and standard Active Directory administration.

• Experience supporting Microsoft Remote Desktop Services or a comparable terminal-server environment.

• Working knowledge of TCP/IP, VLANs, switches, wireless connectivity, and basic network troubleshooting.

• Experience supporting networked printers and scanners; Brother experience is preferred.

• Experience with VoIP phone systems (setup, troubleshooting, user support)

• Experience with thin client deployment and management

• Experience documenting and managing requests in an IT ticketing system.

• Strong written and verbal communication and customer-service skills, including the ability to explain technical issues clearly to non-technical users.

• Strong ticket and time-management skills with the ability to balance competing priorities under pressure.

• A calm, solutions-first attitude when dealing with frustrated users or high-pressure situations

Preferred Qualifications

• Experience supporting RingCentral or a comparable cloud-based VoIP platform.

• Basic PowerShell or similar scripting experience for support automation.

• Experience supporting a small or mid-size organization where IT team members work across multiple technologies.

• Relevant certification such as CompTIA A+, Network+, Microsoft, or ITIL Foundation.

What We're Looking For

The ideal candidate enjoys solving varied end-user technology problems, follows issues through resolution, and works collaboratively within a small IT team. Success in this role requires sound judgment, patience, accountability, and a consistent focus on minimizing user downtime.

Equal Opportunity

OPTO International is an equal opportunity employer. Employment decisions are made without regard to any characteristic protected by applicable law. Reasonable accommodation is available during the application and employment process for qualified individuals with disabilities.