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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What you need to know about the Chicago Tech Scene
With vibrant neighborhoods, great food and more affordable housing than either coast, Chicago might be the most liveable major tech hub. It is the birthplace of modern commodities and futures trading, a national hub for logistics and commerce, and home to the American Medical Association and the American Bar Association. This diverse blend of industry influences has helped Chicago emerge as a major player in verticals like fintech, biotechnology, legal tech, e-commerce and logistics technology. It’s also a major hiring center for tech companies on both coasts.
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