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# IT Generalist (Tier 2 Helpdesk)

- **Company:** METRO LLC
- **Location:** Burr Ridge, IL, United States
- **Experience:** Experienced
- **Salary:** $68,000.0 - $75,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Business Software, Internet Services, Virtual Private Networks (VPN), PCI Data Security Standards, Information Technology, User Accounts
- **Published:** July 27, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=5887caee6a4eabc7

## About the Role

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

## 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.


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