Service Desk Technician I

Heritage - Crystal Clean LLC•Hoffman Estates, IL

3d•$32 - $34•Onsite

About The Position

The Service Desk Technician I serves as the first point of contact for end-user technology support across Crystal Clean's 2,300-employee base. This role is responsible for diagnosing and resolving hardware, software, and connectivity issues, managing tickets in accordance with defined SLAs, and delivering a consistently high standard of service. The L1 Analyst operates within documented procedures and escalates appropriately to L2 when issues exceed scope.

Requirements

Associate’s degree and at least one year of experience in a technical support or help desk role OR a High School diploma/GED and at least 2 years of experience in a technical support or help desk role
Experience working with Windows 10/11, Microsoft 365, and Active Directory / Entra ID
Knowledge of ITSM ticketing platforms, such as Freshservice, ServiceNow, or similar
Experience explaining technical concepts to non-technical users
Experience managing competing priorities simultaneously in a high-pressure environment

Nice To Haves

Experience with CompTIA A+, Microsoft 365 Fundamentals (MS-900), or similar

Responsibilities

Troubleshoot and resolve Windows 10/11 issues including performance, connectivity, crashes, and user profile errors
Diagnose and resolve hardware and peripheral failures (monitors, keyboards, docking stations, headsets)
Install, remove, and troubleshoot software conflicts and licensing errors
Resolve Outlook and Exchange issues including send/receive errors, calendar sharing, and delegate access
Support Teams for audio/video, login, guest access, and channel permissions
Assist users with SharePoint and OneDrive sync, sharing, and common error messages
Perform Entra ID account administration: password resets, unlocks, MFA resets, group membership, and account creation
Manage group membership as part of onboarding and offboarding workflows
Troubleshoot iPhone issues including enrollment, app deployment, Wi-Fi, and VPN configuration
Guide users through Intune/ADE enrollment and resolve common enrollment failures
Resolve local and network printer issues including driver conflicts, IP changes, queue errors, and shared access
Log clear, complete tickets with symptoms, steps taken, and outcomes — every time
Consistently meet SLA targets and correctly prioritize P1–P4 tickets without coaching
Escalate with full symptom description, steps taken, and relevant screenshots or logs
Follow documented SOPs and flag gaps when procedures are missing or outdated
Translate technical issues into plain language; keep users informed throughout resolution
Maintain a professional, empathetic approach to every interaction regardless of complexity or volume.
Perform other duties as assigned.