Tier 2 Service Desk Technician
About The Position
We believe talent deserves a human touch. Your application will be read by an actual person who’s excited to discover the real you. At CTS, a New Charter Company, we are seeking an Escalation Technician in Sparta, IL (in other companies this person could hold the title of Tier 2 Help Desk, Desktop Support, Senior IT Support Technician) to resolve advanced technical issues and support client IT environments. This is an onsite position based in Sparta, IL. In this role, you will serve as the primary escalation point for advanced technical issues across IT systems, printers, phones/VOIP, CCTV, and access control environments, partnering closely with collaborating teams and clients. You will leverage platforms such as Microsoft 365, Active Directory, and network management tools to troubleshoot and resolve complex incidents, provide second-level support, and assist with system implementations and upgrades. Additionally, you will help ensure client environments remain stable, secure, and optimized by coordinating across CTS teams and driving consistent, high-quality service delivery. To be successful in this role, you demonstrate strong troubleshooting skills across systems and networks, effectively manage escalations and multiple priorities, and maintain accurate documentation while delivering clear communication to both technical and non-technical stakeholders. We understand that great candidates may not meet every requirement listed. If you meet around 70% of the qualifications and are excited about this role, we encourage you to apply. At New Charter Technologies, we’re investing in our people – through growth and learning initiatives, employee benefits, company innovation, and more. We are constantly seeking a diverse candidate backgrounds and perspectives to amplify inclusive hiring practices for each job opening. Our partner companies have career paths for many different role types, whether you want to be deeply technical or whiteboarding with clients, and we are committed to developing fulfilling career paths for all contributors at New Charter Technologies. ( Please note: Every application submitted through Workday is reviewed by a real person, not an AI. We value your time and take each submission seriously.) Our teams are dedicated to pioneering breakthrough technologies, disruptive solutions, and transformative strategies. We’re the architects of change, fostering an environment where bold ideas take flight, and creativity knows no bounds. At New Charter Technologies, we’ve embraced the idea that every individual brings something special to the table. Our foundation is based on the belief that each team member plays a crucial role in our collective success. Ready to be part of a dynamic and supportive community where your unique skills and personality shine? We’re on a mission to make a difference, and we want you to be part of the story. Let’s transform the world together and build a career that’s as unique as you are! We are looking for driven and passionate people who are excited to work in an incredibly rewarding environment. So, if you are ready to learn, be inspired, solve problems, and grow professionally, apply today!
Requirements
- Experience with Microsoft 365 (M365, O365) and Active Directory
- Knowledge of printer management and network support
- Experience working in an MSP environment preferred
Nice To Haves
- Experience with firewalls such as WatchGuard
- Familiarity with Entra ID
- Knowledge of Microsoft security tools including conditional access policies
- Experience with Microsoft Intune
Responsibilities
- Serve as escalation support and first point of contact for complex service tickets across IT system and networking issues
- Troubleshoot PCs, printers, VPN, email, and file access issues including drive mapping and user setup
- Support network environments including IP addressing, DHCP configuration, and WiFi management
- Assist with VoIP systems including user setup and password resets
- Provide basic support for CCTV systems including user management and footage retrieval
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
501-1,000 employees
