Level 1 Helpdesk Support

IT Help Desk Technician – Level 1

Company: 5 Point Solutions
Position: IT Help Desk / Technical Support Specialist
Location: Chicago Suburbs / Chicagoland Area
Employment Type: Full-Time

About 5 Point Solutions

5 Point Solutions is a Managed IT Services Provider (MSP) delivering comprehensive technology support, cybersecurity, cloud solutions, and IT consulting to businesses of all sizes. We act as an extension of our clients' organizations, providing the expertise and support they need to keep their technology running smoothly.

We are looking for a motivated, customer-focused Level 1 Help Desk Technician to join our growing team.

Position Overview

The Help Desk Technician will serve as a primary point of contact for clients requesting technical assistance. This role involves answering support calls, responding to tickets, troubleshooting hardware and software issues, and resolving day-to-day IT problems.

The ideal candidate enjoys solving technical problems, communicates well with customers, and can work independently while knowing when to escalate more complex issues.

Previous MSP experience is a plus but not required. We are looking for someone with a solid technical foundation, a willingness to learn, and a strong commitment to customer service.

Key Responsibilities

• Answer incoming technical support calls, emails, and help desk tickets.
• Troubleshoot and resolve Level 1 hardware, software, networking, and connectivity issues.
• Provide remote technical assistance to users across multiple client environments.
• Support Microsoft Windows desktops, laptops, and common business applications.
• Assist with Microsoft 365, including Outlook, Teams, OneDrive, SharePoint, and user account management.
• Troubleshoot printers, network connectivity, VPN connections, and peripheral devices.
• Perform password resets, account provisioning, access changes, and basic user administration.
• Install, configure, and maintain workstations and business software.
• Diagnose and resolve common performance, operating system, and application issues.
• Document support requests, troubleshooting steps, and resolutions in the ticketing system.
• Escalate complex technical issues to senior engineers when necessary.
• Assist with employee onboarding and offboarding for client organizations.
• Follow established IT security procedures and support best practices.
• Maintain professional communication with clients and provide updates on outstanding issues.

Qualifications

Required Skills & Experience

• General understanding of Windows operating systems and PC troubleshooting.
• Familiarity with Microsoft 365 applications and basic administration.
• Basic understanding of networking concepts, including TCP/IP, DNS, DHCP, Wi-Fi, and VPNs.
• Ability to troubleshoot common hardware, software, and connectivity problems.
• Strong verbal and written communication skills.
• Excellent customer service skills and a professional phone presence.
• Ability to manage multiple support requests and prioritize tasks.
• Strong problem-solving skills and willingness to research unfamiliar technical issues.
• Ability to work independently and collaboratively with a technical team.

Preferred but Not Required

• Previous experience working for a Managed Service Provider (MSP).
• 1–3 years of IT help desk, desktop support, or technical support experience.
• Experience with Microsoft 365 Admin Center, Entra ID, and Active Directory.
• Familiarity with remote monitoring and management (RMM) tools.
• Experience with help desk ticketing systems.
• Basic knowledge of Windows Server environments and network troubleshooting.
• Familiarity with cybersecurity tools, endpoint protection, and backup solutions.
• CompTIA A , Network , Microsoft certifications, or equivalent experience.

What We're Looking For

We value attitude, communication, and problem-solving ability as much as technical experience.

The right candidate is someone who:

• Enjoys helping people and solving technical problems.
• Can explain technical issues clearly to nontechnical users.
• Takes ownership of support requests and follows through to resolution.
• Is organized, dependable, and detail-oriented.
• Is comfortable working with different clients and technology environments.
• Is willing to learn new systems and expand their technical knowledge.
• Understands the importance of responsiveness and customer satisfaction.

Why Join 5 Point Solutions?

At 5 Point Solutions, you'll have the opportunity to work with a wide variety of technologies, businesses, and IT environments. Unlike traditional internal help desk positions, our technicians gain exposure to different networks, applications, cloud platforms, and business operations.

We provide an environment where team members can develop their technical skills, take on new challenges, and grow into more advanced engineering and IT roles.

If you enjoy technology, solving problems, and helping people, we'd like to hear from you.

At 5 Point Solutions, you’ll have the opportunity to build a rewarding career in technology while developing valuable skills, gaining real-world experience, and working on projects that make an impact. Join a team that supports professional growth, recognizes hard work, and gives you the opportunity to expand your career and earning potential.