Help Desk Support II
$60,000–$70,000 year
On-site · Carol Stream, Illinois, United States
Job Summary
The Level 2 Help Desk Technician is the frontline and escalation point for all day-to-day IT support at Concordia Wireless. You will own the full spectrum of inbound requests, manage user lifecycle tasks, administer Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive), support Intune/Autopilot device management, onboarding/offboarding, endpoint security (CrowdStrike Falcon), asset management, and ensure SLA adherence. Responsibilities include handling end-user issues on Windows 11 endpoints, printers, VPN (OpenVPN), and business applications; administering M365 services and Entra ID; device deployment; onboarding/offboarding processes; monitoring and reporting security events; maintaining SOPs and a knowledge base; and supporting AV/conference room tech and basic network troubleshooting. The role requires 2+ years in IT support, strong communication, and the ability to operate independently with a clear growth path into systems administration or IT leadership.
Required Qualifications
- 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
Additional Requirements
- Concordia Wireless is a drug and alcohol-free workplace.
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