Provide Tier 2 technical support and serve as escalation for Tier 1: troubleshoot hardware, software, networking, user accounts, Windows 11, Microsoft 365, VPN, and printers; perform onboarding/terminations and user training; use RMM for patching, security hardening, and deployments; support multi-site office setups and ISP provisioning; monitor refrigeration temperatures; comply with HIPAA and PCI; participate in incident response and on-call rotation.
The IT Generalist (Tier 2 Helpdesk) provides advanced technical support across a wide range of systems, applications, and infrastructure. This role serves as the escalation point for Tier 1 technicians, resolving complex issues, maintaining core IT systems, and ensuring reliable day‑to‑day operations for end users. The ideal candidate is a versatile problem‑solver with strong troubleshooting skills, excellent communication and custom service, and the ability to work independently in a fast‑paced environment. Reports directly to IT Director. This role is in-person at our corporate office in Burr Ridge, IL.
Schedule: Monday-Friday (8:30am-5pm); on call requirement once every 3 weeks
Specific Duties
- Resolve escalated incidents related to hardware, software, networking, and user accounts.
- Troubleshoot issues involving Windows 11, Microsoft 365, VPN, printers, and line‑of‑business applications.
- Provide remote and on‑site support for end users.
- Complete new user logins and terminations.
- Complete new user training.
- Familiar with internet service providers and service set up for the opening of new office locations
- Participate in patching, security, and system hardening efforts leveraging RMM tools configuration baselines
- Assist with IT projects, documentation, upgrades, and deployments
- Monitor refrigeration temperatures.
- Adhere to HIPAA and PCI security standards
- Follow least-privilege access controls and secure configuration practices
- Participate in security awareness and incident response procedures
- Other duties and tasks as assigned.
Requirements
Education and Relevant Job Experience:
- Associate’s or Bachelor’s in IT preferred.
- Minimum of 3-4 years of help desk experience.
- Comfortable in fast-paced, multi-site environments
- On-call coverage
Physical Requirements:
- Ability to use a computer and telephone
- Requires prolonged sitting
- Ability to lift and move 50 lbs
Benefits
- Health Insurance
- Dental insurance
- Vision insurance
- Disability insurance
- Life insurance
- Paid time off
- 401(k)- Profit Sharing
Salary
- $68,000-$75,000/year
Metro Infectious Disease Consultants Burr Ridge, Illinois, USA Office
Burr Ridge, IL, United States
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