2nd Shift Help Desk Support

Sentinel•Downers Grove, IL

10d•$55,000 - $65,000•Remote

About The Position

Sentinel Technologies is seeking a customer-focused 2nd Shift Help Desk Support Technician to provide remote technical support and issue resolution for a diverse client base. This role is responsible for troubleshooting end-user hardware, software, operating systems, mobile devices, and cloud-based technology issues while delivering exceptional customer service. The ideal candidate will have experience supporting both Windows and Apple environments, managing ServiceNow tickets, and working independently in a fast-paced Managed Services environment. This position requires strong technical troubleshooting skills, excellent communication, and the ability to efficiently manage multiple priorities while maintaining high levels of customer satisfaction and operational effectiveness. This position is a direct hire full-time role with Sentinel. Hours are Monday-Friday 3:30pm-12:00AM. There is 4-6 weeks of training which will be conducted during first shift hours of 8:30am-5pm.

Requirements

1-3+ years of Help Desk, Service Desk, or Technical Support experience, preferably within an MSP environment.
Strong troubleshooting experience supporting Windows 10/11, Active Directory, Entra ID (Azure AD), DNS, and DHCP.
Hands-on experience supporting macOS (iMacs and MacBooks), Apple iOS, and Android devices.
Experience with Mobile Device Management (MDM), Multi-Factor Authentication (MFA), and endpoint deployment technologies including Intune, Autopilot, and SCCM.
Knowledge of workstation and server patch management, endpoint security, and remote support best practices.
Experience using ITSM and remote support tools such as ServiceNow, Kaseya, JAMF, Microsoft Teams, Webex, or similar platforms.
Strong written and verbal communication skills with exceptional attention to detail and documentation accuracy.
Ability to manage multiple priorities, work independently, and provide excellent customer service in a fast-paced environment.
Demonstrated ability to learn new technologies quickly, adapt to changing client environments, and effectively collaborate across teams.
Valid driver's license, reliable transportation, proof of insurance, and ability to lift up to 75 lbs. independently (150 lbs. with assistance).
Legally authorized to work in the United States without sponsorship.
Must demonstrate a “can-do” attitude.
Focus on candidates that display our “ACE” factor – Attitude, Compassion, and Enthusiasm to deliver quality solutions with exceptional customer service.

Nice To Haves

Microsoft, Azure, or CompTIA certifications (A+, Network+, Security+, AZ-900, AZ-104, MD-102, MS-102, etc.)
Bilingual Spanish skills

Responsibilities

Provide remote technical support and issue resolution for a diverse client base.
Troubleshoot end-user hardware, software, operating systems, mobile devices, and cloud-based technology issues.
Deliver exceptional customer service.
Support both Windows and Apple environments.
Manage ServiceNow tickets.
Work independently in a fast-paced Managed Services environment.
Manage multiple priorities while maintaining high levels of customer satisfaction and operational effectiveness.