Job Type: Full-time
Location: Chicago, IL (In-person)
Travel: Up to 50% (client onsite support within the region)
Schedule: Day shift; occasional evening/night coverage as part of rotation; on-call rotation as needed
Position Summary
We’re looking for a customer-focused Help Desk / IT Support Technician to provide Tier 1–2 end-user support in a fast-paced service environment. You’ll troubleshoot common hardware/software issues, document work clearly in our ticketing system, and escalate appropriately when issues require deeper engineering support. You’ll also assist with device setups, onsite support visits, and ongoing improvements to documentation and repeatable support processes.
What You’ll Do (Essential Responsibilities)
End-User Support & Troubleshooting
- Provide daily technical support for low-to-moderate complexity issues via phone, email, chat, remote tools, and onsite visits.
- Troubleshoot and restore service by analyzing symptoms, identifying root causes, and applying documented fixes and standard processes.
- Perform PC/workstation setup and user onboarding: device configuration, basic security setup, and “day one” user guidance.
Ticketing, Documentation & Escalation
- Log all incidents/requests in the ticketing system with clear, detailed notes (problem description, troubleshooting performed, resolution, and next steps).
- Route/escalate tickets to Tier 2/3 when needed and ensure the escalation contains the information required to avoid rework.
- Maintain and improve documentation: create/update knowledge base entries, checklists, and “how-to” guides to reduce repeat incidents. [
- Document changes made to customer systems (what changed, why, and expected impact).
Operational Expectations (MSP/Services Environment)
- Work with scheduling/dispatch priorities and keep your schedule accurate.
- Maintain service metrics aligned to management expectations (utilization/billable targets if applicable).
- Participate in an on-call rotation as required.
Minimum Qualifications
- High school diploma or equivalent (technical training/cert program is a plus)
- 0–2 years of IT support / help desk experience OR strong customer service experience with demonstrated technical aptitude
- Basic understanding of:
- Windows 10/11 and common business applications (Microsoft 365, Teams, Outlook)
- PC hardware, peripherals, printers
- Account/access basics (password resets, MFA, permissions concepts)
- Networking fundamentals (Wi‑Fi, DNS basics, IP concepts)
Required:
- Valid driver’s license and ability to travel to client sites (up to 50%)
- Ability to lift/move typical IT equipment (laptops, small desktops, monitors)
- Professional communication skills and a customer-first mindset
Preferred Qualifications (Nice to Have — Not Required)
- ITIL or HDI fundamentals (or willingness to learn)
- CompTIA A+ / Network+ (or equivalent knowledge)
- Familiarity with ticketing workflows and documentation practices (SLAs, triage, escalation)
- Experience with remote support tools and basic endpoint/security hygiene
Key Skills & Success Traits (What “Great” Looks Like)
- Clear written ticket notes and strong follow-through
- Calm, professional troubleshooting under time pressure
- Ability to learn quickly and ask the right questions
- Ownership mindset: “I will drive this to the next step,” even if escalation is required
- Continuous improvement: contributes to checklists/KB articles to prevent repeat issues
Benefits
- 401(k)
- Health / Dental / Vision insurance
- Life insurance
- Paid time off
- Flexible scheduling options (role dependent)
- Professional development assistance (certifications/training)
Flexible work from home options available.
We are an equal opportunity employer and all qualified applicants will receive
consideration for employment without regard to race, color, religion, sex,
national origin, disability status, protected veteran status, or any other
characteristic protected by law.
About Us
We’re an IT solutions provider with a passion for technology and its business applications. Our approach is simple and practical with a focus on the big picture. Our commitment is to provide smart, strategic, cost-effective technology that supports your unique business goals.
People-first
LevCo Technologies is built on strong core values of honesty, respect, teamwork, kindness and fun.
Committed
Our culture revolves around a shared dedication to providing excellence, value and results.
Growth-minded
While nimble and responsive, we embrace long-term vision, forward thinking and openness to change.