L1 Support Technician

Andromeda•Lockport, IL

3d•$45,000 - $55,000•Hybrid

About The Position

Andromeda is seeking a motivated, customer-focused L1 Support Technician to help clients resolve common IT issues and develop their technical skills. As an early point of contact for clients, the technician troubleshoots issues, communicates with end users, documents work, and escalates issues to more experienced technicians when needed. The role is part of a collaborative service department alongside L1, L2, L3, and Field Technicians. The technician is expected to own assigned tickets, seek help when appropriate, learn from experienced colleagues, and continue building skills to handle increasingly complex problems. The position is based in a hybrid work arrangement: work from the Lockport, Illinois office every Tuesday and Thursday, and remotely on Monday, Wednesday, and Friday. Candidates must be local to the Chicago metro area and available to start within the next 90 days. Compensation is $45,000–$55,000.

Requirements

Hands-on IT experience through a help desk, MSP, corporate IT department, internship, technical school, home lab, or similar environment.
Working knowledge of Windows 10 and Windows 11.
Familiarity with Microsoft 365.
Basic understanding of Active Directory and/or Microsoft Entra ID.
Basic networking knowledge, including IP addressing, DNS, DHCP, and Wi-Fi.
General PC hardware and software troubleshooting skills.
Ability to troubleshoot rather than simply follow a script.
Strong written and verbal communication skills.
Ability to work with non-technical end users.
Ability to read existing ticket notes and understand what has already been attempted.
Willingness to learn and accept coaching.
Strong sense of ownership and follow-through.
Must be local to the Chicago metro area and able to work from the Lockport, IL office on Tuesdays and Thursdays.
Available to start sometime between now and the next 90 days.

Nice To Haves

MSP experience.

Responsibilities

Troubleshoot Windows workstation and application issues.
Support Microsoft 365 applications and services.
Resolve password, account, printer, connectivity, and other common end-user issues.
Troubleshoot basic network and connectivity problems.
Work directly with end users by phone and remote support tools.
Clearly document troubleshooting steps and resolutions in service tickets.
Recognize when an issue requires escalation and route it to the appropriate resource.
Collaborate with other technicians to resolve client issues.
Learn from L2 and L3 technicians and continuously expand technical skills.
Own assigned tickets and follow through on resolving client issues.