> Markdown version of [/jobs/ext/224314-help-desk-support-ii](https://www.wearedevelopers.com/jobs/ext/224314-help-desk-support-ii). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Help Desk Support II - **Company:** Concordia Group - **Location:** Carol Stream, IL, United States - **Experience:** Experienced - **Salary:** $60,000.0 - $70,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Business Software, Cloud Computing, System Configuration, Data Retention, Virtual Private Networks (VPN), Networking Basics, Network Monitoring, OpenVPN, Azure Active Directory, Runbook, Microsoft SharePoint, Virtual Local Area Networks, Wi-Fi Technology, Connectivity Problems, Peripherals, Microsoft InTune, Deployment Automation, Servicenow, User Accounts - **Published:** May 27, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=576853d0a432343d ## About the Role 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 ## Description 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 ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [Technical Documentation - How Can I Write Them Better and Why Should I Care?](https://www.wearedevelopers.com/videos/681-technical-documentation-how-can-i-write-them-better-and-why-should-i-care) - [Robots are coming into the wild! 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