Help Desk Engineer

World’s Finest Chocolate•Chicago, IL

12d•Onsite

About The Position

World’s Finest Chocolate is seeking a dependable, customer-focused Onsite Help Desk Engineer to provide hands-on technical support for employees at our Chicago office. This role is responsible for troubleshooting hardware, software, and basic network issues; supporting daily IT operations; and helping ensure a reliable, efficient, and positive technology experience for all users.

Requirements

Diploma or bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent professional experience.
1–3 years of experience in a help desk, desktop support, or technical support role.
Strong working knowledge of Windows environments and Microsoft 365 applications.
Familiarity with basic networking concepts, including LAN/WAN, TCP/IP, and Wi-Fi troubleshooting.
Ability to troubleshoot common hardware, software, printer, peripheral, and connectivity issues.
Excellent problem-solving, communication, and customer service skills.
Ability to manage multiple priorities while maintaining accuracy and professionalism.

Nice To Haves

Experience with Microsoft 365, Active Directory, endpoint management tools (Defender), and ticketing systems.
Basic understanding of AI, IT security practices, including access control, endpoint protection, and safe handling of company devices.
Experience supporting printers, scanners, mobile devices, wireless access points, and conference room technology.
Familiarity with MS Intune, IT asset management, device provisioning, and hardware lifecycle support.

Responsibilities

Provide onsite support for desktops, laptops, printers, wireless access points, mobile devices, conference room equipment, and other IT peripherals.
Diagnose and resolve technical issues related to hardware, software, operating systems, connectivity, and basic network access.
Install, configure, and maintain operating systems, applications, and IT equipment in accordance with company standards.
Respond to, manage, and prioritize walk-up requests and onsite incidents in a timely and professional manner.
Manage user accounts, password resets, and access requests using tools such as Active Directory and Microsoft 365.
Support employee onboarding and offboarding activities, including device setup, equipment distribution, access coordination, and equipment recovery.
Accurately document issues, resolutions, procedures, and knowledge articles within the ticketing system or knowledge base.
Collaborate with remote IT team members, infrastructure support teams, and external vendors to resolve escalated issues.
Follow WFC IT policies, security standards, and industry best practices when supporting users and company technology assets.