Tier 2 Service Desk Technician
About The Position
Complete Technology Solutions is a rapidly growing Managed Service Provider providing IT, VoIP, surveillance, and wireless network services both in and outside of Illinois. The IT Technician’s role is to ensure proper computer operation so that end users can accomplish business tasks and our top priority is finding the right person who aligns with our culture, mission and integrity-based values. Headquartered in Sparta, Illinois, Complete Technology Solutions is seeking individuals that are passionate about technology to join our client-focused and collaborative team. Standard work hours are typically Monday through Friday 8am to 5pm, with paid overtime included as needed. 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.
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
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
