Help Desk Agent

Sentinel•Downers Grove, IL

8d•Hybrid

About The Position

Sentinel Technologies is looking to our Help Desk team. In this role you would serve as the first point of contact for technical support, handling incoming requests, troubleshooting hardware, software, and basic network issues, and resolving or escalating incidents as needed. They also manage user accounts, document tickets, and deliver strong customer service to ensure timely resolution and a positive end-user experience. After 4-6 week training, the schedule will be Monday- Friday 3:30pm- 12am CST. This position can work remote but must travel to Downers Grove, IL as needed.

Requirements

1–3+ years in a Help Desk or Technical Support role
Proficiency with Windows 10/11, Active Directory, Microsoft 365 Administration Suite, DNS, DHC
Experience supporting iMac and MacBook environments
Competency in Apple iOS and Android OS support
Hands-on experience configuring and troubleshooting iPhones and Android devices
Experience implementing and troubleshooting Multi-Factor Authentication solutions
Familiarity with both workstation and server patching processes
Required expertise with tools like Intune & Autopilot, and SCCM
Must be able to lift up to 75 lbs. independently and up to 150 lbs. with assistance. Some standing, lifting, bending, and crawling may be involved
A proactive, customer-focused attitude with a strong commitment to service excellence
The candidate must have a car, as this position requires travel between location and the transportation of equipment
A valid driver’s license and proof of vehicle insurance will be required
Legally authorized to work in the US without sponsorship
Must demonstrate a “can-do” attitude
We focus on candidates that display our “ACE” factor – Attitude, Compassion, and Enthusiasm to deliver quality solutions with exceptional customer service.

Nice To Haves

Experience with Microsoft OneDrive, Microsoft SharePoint, and Google Workspace (G-Suite) is a plus
Experience with ServiceNow is preferred
Certifications: Microsoft and Azure certifications (e.g., CompTIA A+, Network+, Security+, AZ-900, AZ-104, MS-900, MD-102, MS-102, AI-900, AI-102) are highly desirable

Responsibilities

Serve as the first point of contact for technical support.
Handle incoming requests.
Troubleshoot hardware, software, and basic network issues.
Resolve or escalate incidents as needed.
Manage user accounts.
Document tickets.
Deliver strong customer service to ensure timely resolution and a positive end-user experience.