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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Help Desk Support Technician - **Company:** Old World Industries - **Location:** Northbrook, IL, United States - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Software Applications, Computer Networks, System Configuration, Network Troubleshooting, Microsoft Office, Microsoft Operating Systems, Windows Remote Assistance, Azure Active Directory, Software Engineering, Computer Equipment, User Accounts - **Published:** August 30, 2026 - **Apply:** https://jobs.localjobnetwork.com/apply/add/88195474/1 ## About the Role * Experience: 3+ years of experience in a technical support or help desk is required. * Language: Bilingual proficiency in Spanish and English is highly preferred. * Certifications: Various IT certifications (e.g., CompTIA A+, Network+, or Microsoft 365 Certified) are preferred. * Technical Knowledge: Solid understanding of Microsoft operating systems, including advanced configuration and troubleshooting. * Networking: Solid understanding of networking concepts and how to troubleshoot networking issues. * Modern Tools: Experience with Freshservice or similar ITIL service management platforms. * Physical Requirements: Ability to lift and move computer equipment weighing up to 20 pounds. * Communication: Good communication/support skills and an understanding of what it takes to provide good technical support to both local and remote users. * Organization: Self-motivating and well-organized to ensure that tickets and projects are completed with minimal supervision. ## Description Serve as the primary point of contact for end-users, providing responsive technical support for hardware, software, and network issues. This role ensures operational efficiency by managing service requests, maintaining user accounts, and supporting a hybrid workforce environment. Duties, Tasks, and Responsibilities: * Work Arrangement: This is a hybrid role, requiring a minimum of 3+ days in-office per week. * Provide general troubleshooting and problem resolution of all end-user hardware and software issues. * Set up and maintain computers, laptops, and peripheral devices. * Respond to service requests, telephone calls, and email, using the help desk system to track and monitor problems and requests, ensuring a timely resolution. * Maintain Microsoft Active Directory and Entra ID (Azure AD) infrastructure by on-/off-boarding users and properly allocating permissions and managing security. * Install new computer and peripheral devices such as docking stations, printers, scanners, etc. and perform upgrades to existing systems by installing new hardware and software applications. * Recommend, plan, and execute Microsoft Windows, Microsoft Office/365, and other software upgrades and computer system configurations. * Manage projects related to upgrades. * Work with team members in a collaborative environment to troubleshoot issues, also work with vendors until computing and technical issues are resolved. * Document internal procedures and create, maintain, and improve technical documentation. * Responsible for maintaining the ITIL system of record, Freshservice. * Provide remote assistance for end-users and assist with the onboarding of new users. * Perform related duties as assigned. ## Related Videos - [MCP Mashups: How AI Agents are Reviving the Programmable Web](https://www.wearedevelopers.com/videos/1392-mcp-mashups-how-ai-agents-are-reviving-the-programmable-web) - [Full-stack role-based authorization in 45 minutes](https://www.wearedevelopers.com/videos/312-full-stack-role-based-authorization-in-45-minutes) - [Psychological Safety in Software Engineering - Jenny-Margrethe Vej & Alexandra Hou Aldershaab](https://www.wearedevelopers.com/videos/2142-psychological-safety-in-software-engineering-jenny-margrethe-vej-alexandra-hou-aldershaab) - [The 2026 Talent Pivot: Essential Trends for an Evolving Workforce](https://www.wearedevelopers.com/videos/100098-the-2026-talent-pivot-essential-trends-for-an-evolving-workforce) - [Swapping Low Latency Data Storage Under High Load](https://www.wearedevelopers.com/videos/746-swapping-low-latency-data-storage-under-high-load) - [Fault Tolerance and Consistency at Scale: Harnessing the Power of Distributed SQL Databases](https://www.wearedevelopers.com/videos/1146-fault-tolerance-and-consistency-at-scale-harnessing-the-power-of-distributed-sql-databases) ## Related Articles - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Finding IT & Technology English-speaking Jobs in Germany ](https://www.wearedevelopers.com/magazine/446-finding-it-technology-english-speaking-jobs-in-germany) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [Where to Find Entry-Level Software Engineering Jobs](https://www.wearedevelopers.com/magazine/397-where-to-find-entry-level-software-engineering-jobs) - [Where To Find Software Engineering Jobs](https://www.wearedevelopers.com/magazine/396-where-to-find-software-engineering-jobs)