> Markdown version of [/jobs/ext/2580840-it-service-desk-technician](https://www.wearedevelopers.com/jobs/ext/2580840-it-service-desk-technician). 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). --- # IT Service Desk Technician - **Company:** R.M. Chin & Associates - **Location:** Chicago, IL, United States - **Experience:** Experienced - **Salary:** $55,000.0 - $75,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Software Applications, Computing Platforms, Microsoft Outlook, Software as a Service, Information Systems, Desktop Computing, Multi-Factor Authentication, Role-Based Access Control, Remote Access Technology, Microsoft SharePoint, Office365, Information Technology, Performance Monitor, User Accounts - **Published:** August 5, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=dd69e8a23fe2bacf ## About the Role * Minimum 2 years' experience providing end user support * B.S. in Information Systems or Information Technology or Computer Science related field * Enjoys interacting with users and solving problems of varying degrees of complexity * Excellent knowledge of Windows operating systems, especially Windows 11 and Mac's * Hands on hardware troubleshooting experience including laptops, desktops., * Familiarity with the Microsoft 365 suite of applications, including Outlook, Teams, SharePoint. * Understanding of modern security principles and capabilities. * Strong communication skills including verbal and written communication * Strong customer service with a positive attitude and demeanor. ## Description Looking to advance your career? Take your skills to the next level with us! R.M. Chin & Associates, Inc. (CHIN) is seeking an IT Service Desk Technician to provide exceptional customer service by supporting end users and working with a wide range of technologies. The individual will be responsible for serving as a Tier 1 / Tier 2 point of contact for all technical support requests related to desktop and end user computing, conference room A/V equipment, and software applications., Technical Troubleshooting & Resolution: * Diagnose and resolve end-user and in-office hardware, software, and connectivity issues. * Acts as the front line solving immediate, everyday tech issues as Tier 1 / Tier 2 support. * Diagnose and document SaaS applications and core application platform issues. * Drive the resolution of basic issues related to desktop, mobile, applications, remote access and remote users. Incident, Request and Asset Management: * Monitor & track incidents and requests using CHIN's ITSM tool to ensure adherence to SLAs, appropriate communication to the end-user, and timely resolution. * Assist with asset management across software and hardware assets. Work with leadership to conduct quarterly asset reviews and assist with asset refresh cycles. * Assist with root cause analysis for recurring issues by investigating, documenting and recommending permanent solutions. User Access & Security: * Manage user accounts, permissions, and access requests across various platforms and applications. * Handle password resets, multi-factor authentication (MFA), and role-based access control (RBAC) provisioning. Knowledge Base & Documentation: * Maintain detailed records of solutions, workarounds, and best practices in the help desk knowledge based. * Assist with the creation of end-user self-help and SOP documentation to be published on the IT portal. * Provide feedback and recommendations to improve existing documentation and training materials. Customer Service & Communication: * Deliver high-quality customer service, maintain professionalism and clear communication throughout interactions. * Provide status updates to users and internal stakeholders regarding incidents and request progress and resolution times. * Serve as an educator for the end-user, helping them understand existing IT capabilities and sharing security related best practices. Proactive Monitoring & Maintenance: * Support proactive monitoring of critical systems and services to identify potential issues before they impact users. ## Related Videos - [Fake or News: Translating Dog Barks, Notepad Gets an Upgrade and Michelin-Star Robots - Paul Tregoing](https://www.wearedevelopers.com/videos/1802-fake-or-news-translating-dog-barks-notepad-gets-an-upgrade-and-michelin-star-robots-paul-tregoing) - [Full-stack role-based authorization in 45 minutes](https://www.wearedevelopers.com/videos/312-full-stack-role-based-authorization-in-45-minutes) - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [How Lufthansa Industry Solutions is preparing for the Quantum Age! ](https://www.wearedevelopers.com/videos/1443-how-lufthansa-industry-solutions-is-preparing-for-the-quantum-age) - [Swapping Low Latency Data Storage Under High Load](https://www.wearedevelopers.com/videos/746-swapping-low-latency-data-storage-under-high-load) - [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) ## Related Articles - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [How should you format your IT resume?](https://www.wearedevelopers.com/magazine/68-how-should-you-format-your-it-resume) - [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again) - [7 Important Tips That Every Software Developer Should Know](https://www.wearedevelopers.com/magazine/101-7-important-tips-that-every-software-developer-should-know)