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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Service Desk Technician I - **Company:** CRYSTAL CLEAN - **Location:** Hoffman Estates, IL, United States - **Experience:** Starter - **Salary:** $66,560.0 - $70,720.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Microsoft Outlook, Virtual Private Networks (VPN), Microsoft SharePoint, Wi-Fi Technology, Software Troubleshooting, Headsets, Microsoft InTune, Servicenow, Windows Client - **Published:** August 9, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=5080e4996894f035 ## About the Role * Associate's degree and at least one year of experience in a technical support or help desk role OR a High School diploma/GED and at least 2 years of experience in a technical support or help desk role * Experience working with Windows 10/11, Microsoft 365, and Active Directory / Entra IDKnowledge of ITSM ticketing platforms, such as Freshservice, ServiceNow, or similar * Experience explaining technical concepts to non-technical users * Experience managing competing priorities simultaneously in a high-pressure environment Preferred Qualifications * Experience with CompTIA A+, Microsoft 365 Fundamentals (MS-900), or similar ## Description The Service Desk Technician I serves as the first point of contact for end-user technology support across Crystal Clean's 2,300-employee base. This role is responsible for diagnosing and resolving hardware, software, and connectivity issues, managing tickets in accordance with defined SLAs, and delivering a consistently high standard of service. The L1 Analyst operates within documented procedures and escalates appropriately to L2 when issues exceed scope., Endpoint Support * Troubleshoot and resolve Windows 10/11 issues including performance, connectivity, crashes, and user profile errors * Diagnose and resolve hardware and peripheral failures (monitors, keyboards, docking stations, headsets) * Install, remove, and troubleshoot software conflicts and licensing errors Microsoft 365 * Resolve Outlook and Exchange issues including send/receive errors, calendar sharing, and delegate access * Support Teams for audio/video, login, guest access, and channel permissions * Assist users with SharePoint and OneDrive sync, sharing, and common error messages Identity & Access * Perform Entra ID account administration: password resets, unlocks, MFA resets, group membership, and account creation * Manage group membership as part of onboarding and offboarding workflows Mobile & MDM * Troubleshoot iPhone issues including enrollment, app deployment, Wi-Fi, and VPN configuration * Guide users through Intune/ADE enrollment and resolve common enrollment failures Printing * Resolve local and network printer issues including driver conflicts, IP changes, queue errors, and shared access ITSM & Process * Log clear, complete tickets with symptoms, steps taken, and outcomes - every time * Consistently meet SLA targets and correctly prioritize P1-P4 tickets without coaching * Escalate with full symptom description, steps taken, and relevant screenshots or logs * Follow documented SOPs and flag gaps when procedures are missing or outdated Customer Service * Translate technical issues into plain language; keep users informed throughout resolution * Maintain a professional, empathetic approach to every interaction regardless of complexity or volume. * Perform other duties as assigned. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Systems Thinking for Performance: How to Diagnose and Fix Slow Systems without Guessing](https://www.wearedevelopers.com/videos/2103-systems-thinking-for-performance-how-to-diagnose-and-fix-slow-systems-without-guessing) - [Apple Vision Pro: Proven Development Methods Meet the Latest Technology](https://www.wearedevelopers.com/videos/1190-apple-vision-pro-proven-development-methods-meet-the-latest-technology) - [Challenges of building React and React Native apps](https://www.wearedevelopers.com/videos/448-challenges-of-building-react-and-react-native-apps) - [XR Demystified: Separating Facts from Fiction in 2024](https://www.wearedevelopers.com/videos/1117-xr-demystified-separating-facts-from-fiction-in-2024) - [Are Your APIs Ready for AI Agents](https://www.wearedevelopers.com/videos/2004-are-your-apis-ready-for-ai-agents) ## Related Articles - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer) - [A Guide to Green Tech and Green IT Careers](https://www.wearedevelopers.com/magazine/374-a-guide-to-green-tech-and-green-it-careers) - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology) - [How to Find Tech Jobs in Vienna](https://www.wearedevelopers.com/magazine/292-how-to-find-tech-jobs-in-vienna) - [What’s the Difference between a Junior, Mid, and Senior Developer?](https://www.wearedevelopers.com/magazine/238-what-s-the-difference-between-a-junior-mid-and-senior-developer) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market)