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# Help Desk Level II

- **Company:** G.S.D. Corp.
- **Location:** Hanover Park, IL, United States (Remote available)
- **Experience:** Starter
- **Salary:** $55,000.0 - $65,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Antivirus Softwares, Software Suite, JIRA, Bomgar, Microsoft Outlook, Modems, System Configuration, HP Thin Clients, Issue Tracking Systems, Virtual Private Networks (VPN), Network Troubleshooting, Network Architecture, Remote Service Software, Security Software, TeamViewer, Network Routers, Tablet Computers, Firewalls (Computer Science), Information Technology, Laptops, SentinelOne Expertise, Servicenow
- **Published:** October 22, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=9a32b27dfdf54f71

## About the Role

* Basic knowledge of Microsoft 365 admin portal and application suite
 * Basic understanding of Windows 10/11 (Mac not required)
 * Basic knowledge of network infrastructure (modems, firewalls, VPNs, routers)
 * Familiarity with remote support tools (TeamViewer, ScreenConnect, Bomgar)
 * Printer support experience (installing/configuring network and local printers)
 * Basic understanding of antivirus/security software (SentinelOne, Sophos, FortiClient)
 * Basic Outlook troubleshooting and connectivity skills
 * Hardware troubleshooting experience (PCs, thin clients, laptops, printers)
 * Familiarity with mobile devices, tablets, and 2FA applications
 * Experience with ticketing systems (ConnectWise, ServiceNow, JIRA)

Core Competencies

 * Excellent verbal and written communication; able to explain technical concepts clearly to non-technical clients
 * Strong customer service skills across phone, email, and in-person interactions
 * Solid analytical and systematic troubleshooting ability
 * Effective time management and ability to juggle multiple support requests
 * Collaborative team player who shares knowledge with colleagues
 * Adaptable to changing technologies and environments
 * Composed under pressure; patient with clients, even in de-escalation scenarios
 * Takes ownership of tasks and follows through on commitments, * High school diploma or equivalent; Associate's degree in IT or related field preferred
 * CompTIA A+, Network+, or similar certification preferred
 * 1-2 years of technical support experience, ideally in an MSP help desk environment
 * General familiarity with the ITIL framework and help desk best practices

## Description

* Serve as the first point of contact for clients via phone, email, and the ConnectWise ticketing system
 * Diagnose and troubleshoot hardware, software, and network issues
 * Provide front-line technical support and escalate complex issues to L2/L3 as needed
 * Assist with installation, configuration, and maintenance of client IT systems
 * Deliver remote and on-site support as needed
 * Maintain accurate, detailed records of client interactions in ConnectWise
 * Create and update technical documentation and knowledge base articles
 * Build strong client relationships through proactive support and follow-up
 * Educate clients on IT best practices and preventative maintenance