Help Desk Specialist

Role : Level 1 End User Computing Technician

Location : onsite 5 days a week in Deerfield, IL to train for the first 1-2 weeks, then 2 days a week after training is complete

Contract : 6-12 Months

Interview : Video

We are seeking a detail-oriented and customer-focused End-User Computing Technician (Level 1) to provide first-level technical support and device management across our organization. This role will focus on device provisioning, user support, and system access troubleshooting, with a particular emphasis on Microsoft Intune and Entra ID (formerly Azure Active Directory).

Responsibilities:

• Provide level 1 support for desktop/laptop issues, mobile devices, and peripheral hardware.
• Perform device setup, deployment, and configuration using Microsoft Intune.
• Manage user identities, access, and authentication via Microsoft Entra ID.
• Support end users with software installations, updates, and basic troubleshooting.
• Participate in hardware lifecycle management: inventory, deployment, and disposal.
• Maintain accurate documentation of incidents, service requests, and resolutions in the ticketing system (e.g., ServiceNow).
• Escalate complex issues to Level 2/3 team members per defined procedures.
• Assist in maintaining compliance with IT security and endpoint management policies.
• Provide in-person, remote, and walk-up support where applicable.

Required Qualifications:

• 1–3 years of experience in an IT support or desktop technician role.
• Familiarity with Microsoft Intune for device management and application deployment.
• Basic experience in troubleshooting and resolving issues related to IT Support, PC hardware, Windows OS, Mac OS, communication, and 3rd party applications on Windows systems related issues in an enterprise environment.
• Basic experience with setting up and maintaining AV/conference rooms.
• Basic understanding of Network connectivity, DHCP and DNS.
• Basic understanding of Microsoft Entra ID / Azure Active Directory, including user provisioning and group management.
• Proficient with Windows 10/11 and Office 365 suite.
• Strong troubleshooting skills and customer service mindset.
• Excellent communication and documentation skills.

Preferred Qualifications:

• Experience supporting remote users and mobile device management (MDM).
• Exposure to ITIL practices and service desk ticketing tools (e.g., ServiceNow).
• A or Microsoft 365 Certified: Modern Desktop Administrator Associate (or willingness to pursue certification).
• Familiarity with device compliance policies, conditional access, and MFA.