Help Desk Support II

The Level 2 Help Desk Technician is the frontline and escalation point for all day-to-day IT support at Concordia Wireless. With no Level 1 beneath this role, you'll handle the full spectrum of inbound requests while also owning key IT processes including user lifecycle management, Microsoft 365 administration, endpoint security monitoring, and asset management. This role is well-suited to a technician who is ready to operate independently and grow into a broader IT role., End-User Support & Ticketing

• Handle all inbound support requests as the sole frontline technician, triaging and resolving issues at L1 and L2 levels or escalating to the IT Team Lead when appropriate
• Diagnose and resolve issues across Windows 11 endpoints, printers, VPN (OpenVPN), and business applications
• Manage and prioritize the IT service queue using Freshservice, ensuring SLA adherence and clear documentation
• Provide clear, professional communication to end users throughout the ticket lifecycle
• Identify recurring issues and escalate patterns or systemic problems to the IT Team Lead

Microsoft 365 & Cloud Administration

• Administer Microsoft 365 environments including Exchange Online, Teams, SharePoint, and OneDrive
• Manage user accounts, licensing assignments, distribution groups, and shared mailboxes in M365 Admin Center
• Support Microsoft Intune for device management, policy enforcement, and Autopilot enrollment
• Assist with conditional access, MFA configuration, and Entra ID (Azure AD) account management
• Monitor Microsoft 365 service health and respond to platform-related incidents

Onboarding & Offboarding

• Execute end-to-end user onboarding: account provisioning in Active Directory and M365, device imaging and deployment, application access setup, and equipment configuration
• Process offboarding tasks including account disablement, license reclamation, data retention, and hardware retrieval
• Maintain onboarding/offboarding checklists and ensure consistent, documented processes
• Coordinate with HR and department managers to ensure timely and accurate access provisioning
• Support Windows Autopilot and Intune-based device deployment for new hires

Endpoint Security (CrowdStrike Falcon)

• Monitor CrowdStrike Falcon dashboard for alerts, detections, and sensor health across all endpoints
• Investigate and triage endpoint alerts; escalate confirmed incidents to IT Team Lead
• Ensure Falcon sensor deployment and policy compliance on all managed devices
• Assist with CrowdStrike reporting and contribute to monthly security reviews

Asset Management & Procurement

• Maintain accurate IT asset inventory (hardware, peripherals, software licenses) from procurement through retirement
• Process hardware requests, coordinate purchases with vendors, and track delivery and deployment
• Manage device lifecycle including imaging, redeployment, and secure disposal/wiping
• Track software license counts and flag renewal dates or compliance gaps to IT Team Lead

Documentation & Knowledge Base

• Author and maintain SOPs, how-to guides, and runbooks for common support workflows
• Document all system configurations, changes, and incident resolutions in Freshservice
• Build and maintain a self-service knowledge base to deflect repeat tickets
• Keep onboarding/offboarding checklists current as systems and processes evolve

AV / Conference Room Technology

• Own the setup, maintenance, and troubleshooting of all conference room AV equipment (displays, cameras, speakers, Teams Rooms)
• Conduct regular AV health checks and address issues proactively before meetings
• Support end users with Teams/video call setup and in-room tech during high-stakes meetings
• Coordinate vendor support for AV equipment repairs or replacements

Network & Infrastructure Support

• Serve as first responder for network connectivity issues (wired, Wi-Fi, VPN) across the office
• Assist with basic switch, AP, and OPNsense firewall troubleshooting under IT Team Lead direction
• Monitor network health and escalate anomalies or outages promptly
• Support VLAN assignments, port configurations, and Wi-Fi 6E AP management as needed

Do you have experience in Windows?, * 2+ years of experience in a help desk or IT support role

• Hands-on experience with Microsoft 365 administration (Exchange Online, Teams, SharePoint)
• Proficiency troubleshooting Windows 10/11 in a domain-joined environment
• Familiarity with Active Directory user and group management
• Experience with ITSM/ticketing platforms (Freshservice, ServiceNow, or similar)
• Comfortable serving as the sole frontline technician - self-directed with strong prioritization skills
• Strong written and verbal communication skills; ability to explain technical issues to non-technical users

Preferred

• CompTIA A+ or Network+
• Experience with Microsoft Intune and Autopilot device deployment
• Familiarity with endpoint security platforms (CrowdStrike Falcon or similar)
• Exposure to VPN administration (OpenVPN or similar)
• Basic networking knowledge - VLANs, switching, Wi-Fi troubleshooting
• Experience in a mid-size company (150-500 employees) IT environment

3.73.7 out of 5 stars Carol Stream, IL 60188 $60,000 - $70,000 a year, Pulled from the full job description

• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance
• Life insurance
• Disability insurance, * Paid Time Off / Sick Time
• Health Insurance: BCBS Medical, Dental, & Vision
• Long-term & Short-term disability
• Company Paid Life Insurance
• 401(k) w/ 100% company match up to 6%
• 10+ Paid Holidays with 1 floating holiday/yearly

Concordia Wireless is a growing wireless services company with approximately 250 employees. We provide Site Acquisition, Engineering & Design, and Construction Services to clients including AT&T, Verizon and T-Mobile. Our IT team plays a central role in keeping our operations running smoothly - from end-user support and cloud infrastructure to fleet systems and ERP platforms. We're a hands-on, collaborative team where every role makes a real impact. This role is onsite in Carol Stream, IL. Unfortunately, we are not able to offer sponsorship at this time. Pay Range: $60,000.00 - $70,000.00 annually, This isn't your typical ticket-processing role. You'll be a core part of a lean, high-impact IT team supporting a growing company with a modern stack. If you want to build real skills across cloud, security, and infrastructure - and actually see your work matter - this is the right seat. * Own the entire IT environment, not just a queue - you'll touch endpoints, cloud admin, security tooling, networking, AV, and asset management. That breadth would take years to accumulate at a larger org. * Work with a modern, marketable stack - CrowdStrike Falcon, Microsoft Intune/Autopilot, Entra ID, Wi-Fi 6E, OPNsense. This isn't a legacy shop. * Clear growth path - this role is a direct pipeline into systems administration or IT leadership for the right candidate. * You'll never be bored - between fleet operations, ERP (D365 F&O), Power Automate integrations, and ongoing infrastructure projects, there's always something substantive happening., Concordia Wireless is a division of Concordia Group. Concordia Wireless. is a drug and alcohol-free workplace including marijuana. Concordia Wireless is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.