What are the responsibilities and job description for the Help Desk Technician position at IT360 Inc?
Job Title: Help Desk Technician
Location: Peoria, IL
Employment Type: Full-Time
Work Environment: In-person only – This is not a remote or hybrid position
Salary Range: $36,000 – $50,000 per year, based on experience and qualifications
About the Role
IT360, Inc. is seeking a motivated Help Desk Technician to join our support team. This Tier 1 technical role is responsible for handling first-level service requests for our managed services clients. You'll troubleshoot and resolve a wide range of issues involving desktops, applications, printers, basic networking, and end-user support — while collaborating with Tier 2 and Tier 3 engineers as needed.
Key Responsibilities
- Provide Tier 1 technical support for desktops, laptops, printers, and core Microsoft applications
- Troubleshoot basic issues involving Windows OS, Office 365, and line-of-business applications
- Provide basic support for network connectivity, firewalls, VPNs, and remote desktop access
- Respond to alerts from remote monitoring tools and take appropriate action via service tickets
- Document all work performed and maintain detailed records in the PSA/ticketing system
- Maintain communication with clients on issue status, timelines, and resolution updates
- Escalate unresolved or complex issues to Tier 2 team members when appropriate
Additional Duties
- Maintain client satisfaction through responsive, professional communication
- Coordinate with the Service Desk Dispatcher to ensure efficient ticket routing
- Accurately track time, tasks, and expenses within ticketing platform
- Contribute to internal knowledge base and documentation
- Stay current with basic industry tools, technologies, and best practices
Qualifications
- 1 years of experience in IT support or technical customer service
- Familiarity with Microsoft environments (Windows 10/11, Office 365, Active Directory basics)
- Knowledge of remote access tools, printers, and basic networking concepts
- Strong interpersonal and communication skills
- Ability to handle multiple priorities and adapt in a fast-paced environment
- Strong problem-solving mindset and attention to detail
- Preferred but not required: CompTIA A , Network , or Microsoft Fundamentals certification
Compensation & Benefits
Salary: $36,000 – $50,000 annually, depending on experience and qualifications. This position may be eligible for performance-based incentives.
Benefits (subject to eligibility and length of employment):
- Health insurance allowance up to $400/month
- Employer-paid group life insurance policy valued at $100,000
- 3% employer match on retirement savings plan
- High-speed internet reimbursement up to $40/month
- $40/month cellular phone allowance
- 8 paid holidays annually
- Paid vacation: 5 days/year to start, increasing to 10 days/year after 3 years of service
- Access to Safe Ride Home Program (Uber ridesharing)
Apply today and become part of a team that delivers reliable IT solutions with a personal touch.
Salary : $36,000 - $50,000