Help Desk Technician (Tier 1-2)

Lyra Technology Group•Lisle, IL

4h•$50,000 - $65,000•Hybrid

About The Position

Lyra Technology Group is seeking a Help Desk Technician (Tier 1-2) for our OpCo, Network IT Easy, in Lisle, Illinois. This individual will be responsible for supporting clients through their helpdesk system, owning tickets from start to finish, and serving as a professional and reliable face of the company. About Lyra… Lyra Technology Group is a private equity-backed holding company that invests and operates industry leading technology service businesses. Our companies are operated independently by exceptional management teams. Companies that join our group retain the employees, name, and culture that have made them successful. As a platform of Evergreen Services Group, we never divest from businesses we partner with and approach every decision with the goal of driving sustainable and healthy growth over the long term. About Network IT Easy… Network IT Easy Inc. is a Managed Services Provider (MSP) and technical support outsourcing company located in Lisle, IL. They specialize in supporting small and medium-sized businesses with IT consulting, managed services, network design, cybersecurity, disaster recovery, and more. Externally, their focus is delivering exceptional support and being a true partner to their clients. Internally, they value strong culture, teamwork, accountability, and camaraderie. Network IT Easy proudly earned first place in the 2025 “Best Workplaces in Illinois.”

Requirements

1+ year experience working for a Managed Services Provider (Required)
Strong troubleshooting and technical support skills (hardware, printers, end-user systems)
Working knowledge of Microsoft 365 administration (Exchange Online, SharePoint, Entra, Security/Admin Centers); Teams administration preferred
Familiarity with common MSP tools (RMM, PSA, BCDR, IT Glue, EDR/MDR, etc.)
Excellent written and verbal communication skills
Strong problem-solving ability with a clear sense of ownership and accountability
Ability to work both independently and collaboratively

Nice To Haves

Associate/Bachelor’s Degree in related field or equivalent experience preferred

Responsibilities

Monitor and actively work tickets within a helpdesk queue.
Take full ownership of assigned tickets from start to finish, resolving or properly escalating as needed.
Communicate clearly and professionally with end users, providing detailed updates, accurate time entries, and thorough documentation.
Maintain and update client documentation when changes are made or outdated information is identified.
Represent the company professionally — treat every client issue as if it were your own.
Identify potential improvement or upgrade opportunities (hardware, network, security, ISP, Microsoft 365, etc.) and communicate them to the appropriate Account Manager or Field Team member