Desktop Support Technician

POSITION SUMMARY

We are looking for a Desktop Support Technician to join our team in McHenry IL. This is a hands-on hybrid role for someone early in their IT career who is eager to learn grow and build a strong foundation in end-user support. The person in this role will support employees across in-office remote and global environments helping with hardware software SaaS applications account access device setup troubleshooting and day-to-day technical issues. We are looking for someone who enjoys helping people likes solving problems and wants to keep building their technical skills.

This role also requires someone who is comfortable supporting AI tools used across the business and has experience in using AI to work more efficiently solve problems faster and improve the support experience. The right candidate brings a strong work ethic a service-first mindset curiosity and the ability to grow in a fast-moving environment.

POSITION SCOPE

Responsibilities

Provide day-to-day desktop and end-user support for employees across in-office remote and global environments

Install configure test maintain and troubleshoot laptops monitors mobile devices printers peripherals operating systems and other end-user technology

Research and resolve hardware software operating system network audio/video and application issues in a timely and accurate manner

Support SaaS applications user accounts permissions password resets and onboarding/offboarding tasks

Assess needs for new tools functions and software applications and recommend improvements to existing systems and workflows

Help support collaboration productivity and AI tools used across the organization including basic troubleshooting and user adoption support for approved AI tools and workflows

Use AI tools appropriately in daily work to improve troubleshooting research documentation knowledge sharing and issue resolution

Create and maintain clear documentation for applications configurations support processes issue resolution and knowledge articles

Prepare reports instructions and user-facing documentation as needed to support consistent operations and end-user understanding

Serve as a liaison between employees and vendors by helping coordinate installations issue resolution and follow-up

Help ensure employees understand company policies and best practices related to the use of computers networks internet access and business systems

Partner with internal teams to improve the employee support experience maintain asset tracking and device standards and escalate more complex issues when needed while keeping stakeholders informed

Other duties as assigned

QUALIFICATIONS

2-4 years of experience in desktop support technical support help desk or a similar IT support role

CompTIA A and/or Network certification strongly preferred

Strong customer service mindset with a helpful professional and responsive approach

Experience supporting users in a SaaS-based environment

Experience working with remote distributed and global teams

Working knowledge of Windows and common desktop productivity tools

Comfort troubleshooting a wide range of end-user technology issues

Familiarity with identity and access tools endpoint management ticketing systems and common collaboration platforms

Exposure to AI-enabled workplace tools or experience helping users adopt new technology

Strong communication skills and the ability to explain technical issues in plain language

Organized dependable and able to manage multiple support requests effectively

Eager to learn open to feedback and motivated to grow within IT support and operations

WORK ENVIRONMENT

This is a hybrid role based out of McHenry IL with three (3) days per week in the office required.

Only open to candidates currently located in the United States and able to work without sponsorship.

Remote work requires a suitable space that provides a private and quiet workplace.

Work hours and schedules are set to accommodate the requirements of the position and the needs of the organization and may be adjusted as needed.

PHYSICAL REQUIREMENTS

Perform tasks in a home office environment with frequent virtual meetings communications and interruptions requiring effective time management and prioritization.

Prolonged sitting with sustained visual focus on digital screens requiring the ability to interact at a typical working distance.

Frequent use of keyboard and mouse involving repetitive hand movements and fine motor skills for typing navigating and handling materials.

Occasionally adjust position or move within the workspace to reach retrieve or access items involving bending twisting or reaching and occasionally lifting or carrying items weighing up to 20 pounds.

Travel requirements: Minimal (less than 10%)