IT Bilingual Tech Level 2

El Milagro Inc.•Chicago, IL

2d•Onsite

About The Position

El Milagro is seeking a dependable and motivated IT Support Technician – Level 2 to provide technical support to employees across our office, restaurant, manufacturing, and distribution locations. This role is responsible for assisting users with elevated hardware, software, account, printing, and connectivity issues, as well as supporting the deployment and maintenance of computers and other IT equipment.

Requirements

Fluent English and Spanish skills required.
2+ years of experience in IT support, help desk, desktop support, or a similar role.
Strong troubleshooting and problem-solving skills.
Experience supporting Windows 10/11 and Microsoft 365.
Working knowledge of Active Directory/Entra ID.
Basic-to-intermediate networking knowledge, including DNS, DHCP, TCP/IP, VPN, and Wi-Fi.
Experience with IT ticketing/service management systems.
Strong communication and customer service skills.
Ability to manage multiple priorities and work independently.
Ability to work independently and as part of a team.
Strong attention to detail and willingness to learn.
Willing to travel

Nice To Haves

CompTIA A+, Network+, or Microsoft certification.
PowerShell or basic scripting experience.
Experience with IT ticketing systems such as GLPI, ServiceNow, Jira, Freshservice, or similar platforms.
Experience with VoIP systems, such as 8x8 and Microsoft Teams Phone.
Familiarity with endpoint management tools such as Microsoft Intune.
Basic knowledge of cybersecurity best practices.
1+ years of previous experience.
Previous experience supporting users in a corporate IT environment.

Responsibilities

Provide Level 2 support for hardware, software, operating systems, applications, and network connectivity.
Troubleshoot and resolve escalated incidents from Level 1 support.
Support Windows workstations, Microsoft 365, Active Directory/Entra ID, VPN, Wi-Fi, printers, and other IT services.
Install, configure, maintain, and troubleshoot laptops, desktops, peripherals, and mobile devices.
Create and manage user accounts, permissions, access, and equipment provisioning.
Diagnose network issues involving TCP/IP, DNS, DHCP, VPN, and wireless connectivity.
Support employee onboarding, offboarding, and workstation deployments.
Maintain accurate documentation and ticket records.
Identify recurring issues and assist with root-cause analysis.
Escalate complex issues to Level 3, infrastructure, security, application teams, or external vendors as appropriate.
Follow company IT security policies and procedures.
Assist senior IT staff with infrastructure, network, and technology deployment projects.
Travel between El Milagro locations on a regular, daily basis.