Help Desk Support II

Concordia Group•Carol Stream, IL

4d•$60,000 - $70,000•Onsite

About The Position

Concordia Wireless is a growing wireless services company with approximately 250 employees. We provide Site Acquisition, Engineering & Design, and Construction Services to clients including AT&T, Verizon and T-Mobile. Our IT team plays a central role in keeping our operations running smoothly — from end-user support and cloud infrastructure to fleet systems and ERP platforms. We're a hands-on, collaborative team where every role makes a real impact. This role is onsite in Carol Stream, IL. Unfortunately, we are not able to offer sponsorship at this time. Pay Range: $60,000.00 - $70,000.00 annually Factors, such as but not limited to, geographical location, relevant experience, education, and skill level may impact the pay for this position This isn’t your typical ticket-processing role. You'll be a core part of a lean, high-impact IT team supporting a growing company with a modern stack. If you want to build real skills across cloud, security, and infrastructure — and actually see your work matter — this is the right seat. Own the entire IT environment, not just a queue — you'll touch endpoints, cloud admin, security tooling, networking, AV, and asset management. That breadth would take years to accumulate at a larger org. Work with a modern, marketable stack — CrowdStrike Falcon, Microsoft Intune/Autopilot, Entra ID, Wi-Fi 6E, OPNsense. This isn't a legacy shop. Clear growth path — this role is a direct pipeline into systems administration or IT leadership for the right candidate. You'll never be bored — between fleet operations, ERP (D365 F&O), Power Automate integrations, and ongoing infrastructure projects, there's always something substantive happening. The Level 2 Help Desk Technician is the frontline and escalation point for all day-to-day IT support at Concordia Wireless. With no Level 1 beneath this role, you'll handle the full spectrum of inbound requests while also owning key IT processes including user lifecycle management, Microsoft 365 administration, endpoint security monitoring, and asset management. This role is well-suited to a technician who is ready to operate independently and grow into a broader IT role.

Requirements

2+ years of experience in a help desk or IT support role
Hands-on experience with Microsoft 365 administration (Exchange Online, Teams, SharePoint)
Proficiency troubleshooting Windows 10/11 in a domain-joined environment
Familiarity with Active Directory user and group management
Experience with ITSM/ticketing platforms (Freshservice, ServiceNow, or similar)
Comfortable serving as the sole frontline technician — self-directed with strong prioritization skills
Strong written and verbal communication skills; ability to explain technical issues to non-technical users

Nice To Haves

CompTIA A+ or Network+
Experience with Microsoft Intune and Autopilot device deployment
Familiarity with endpoint security platforms (CrowdStrike Falcon or similar)
Exposure to VPN administration (OpenVPN or similar)
Basic networking knowledge — VLANs, switching, Wi-Fi troubleshooting
Experience in a mid-size company (150–500 employees) IT environment

Responsibilities

Handle all inbound support requests as the sole frontline technician, triaging and resolving issues at L1 and L2 levels or escalating to the IT Team Lead when appropriate
Diagnose and resolve issues across Windows 11 endpoints, printers, VPN (OpenVPN), and business applications
Manage and prioritize the IT service queue using Freshservice, ensuring SLA adherence and clear documentation
Provide clear, professional communication to end users throughout the ticket lifecycle
Identify recurring issues and escalate patterns or systemic problems to the IT Team Lead
Administer Microsoft 365 environments including Exchange Online, Teams, SharePoint, and OneDrive
Manage user accounts, licensing assignments, distribution groups, and shared mailboxes in M365 Admin Center
Support Microsoft Intune for device management, policy enforcement, and Autopilot enrollment
Assist with conditional access, MFA configuration, and Entra ID (Azure AD) account management
Monitor Microsoft 365 service health and respond to platform-related incidents
Execute end-to-end user onboarding: account provisioning in Active Directory and M365, device imaging and deployment, application access setup, and equipment configuration
Process offboarding tasks including account disablement, license reclamation, data retention, and hardware retrieval
Maintain onboarding/offboarding checklists and ensure consistent, documented processes
Coordinate with HR and department managers to ensure timely and accurate access provisioning
Support Windows Autopilot and Intune-based device deployment for new hires
Monitor CrowdStrike Falcon dashboard for alerts, detections, and sensor health across all endpoints
Investigate and triage endpoint alerts; escalate confirmed incidents to IT Team Lead
Ensure Falcon sensor deployment and policy compliance on all managed devices
Assist with CrowdStrike reporting and contribute to monthly security reviews
Maintain accurate IT asset inventory (hardware, peripherals, software licenses) from procurement through retirement
Process hardware requests, coordinate purchases with vendors, and track delivery and deployment
Manage device lifecycle including imaging, redeployment, and secure disposal/wiping
Track software license counts and flag renewal dates or compliance gaps to IT Team Lead
Author and maintain SOPs, how-to guides, and runbooks for common support workflows
Document all system configurations, changes, and incident resolutions in Freshservice
Build and maintain a self-service knowledge base to deflect repeat tickets
Keep onboarding/offboarding checklists current as systems and processes evolve
Own the setup, maintenance, and troubleshooting of all conference room AV equipment (displays, cameras, speakers, Teams Rooms)
Conduct regular AV health checks and address issues proactively before meetings
Support end users with Teams/video call setup and in-room tech during high-stakes meetings
Coordinate vendor support for AV equipment repairs or replacements
Serve as first responder for network connectivity issues (wired, Wi-Fi, VPN) across the office
Assist with basic switch, AP, and OPNsense firewall troubleshooting under IT Team Lead direction
Monitor network health and escalate anomalies or outages promptly
Support VLAN assignments, port configurations, and Wi-Fi 6E AP management as needed