IT Generalist (Tier 2 Helpdesk)

The IT Generalist (Tier 2 Helpdesk) provides advanced technical support across a wide range of systems, applications, and infrastructure. This role serves as the escalation point for Tier 1 technicians, resolving complex issues, maintaining core IT systems, and ensuring reliable day‑to‑day operations for end users. The ideal candidate is a versatile problem‑solver with strong troubleshooting skills, excellent communication and custom service, and the ability to work independently in a fast‑paced environment.  Reports directly to IT Director. This role is in-person at our corporate office in Burr Ridge, IL.

Schedule: Monday-Friday (8:30am-5pm); on call requirement once every 3 weeks

Specific Duties

• Resolve escalated incidents related to hardware, software, networking, and user accounts.
• Troubleshoot issues involving Windows 11, Microsoft 365, VPN, printers, and line‑of‑business applications.
• Provide remote and on‑site support for end users.
• Complete new user logins and terminations.
• Complete new user training.

• Familiar with internet service providers and service set up for the opening of new office locations

• Participate in patching, security, and system hardening efforts leveraging RMM tools configuration baselines
• Assist with IT projects, documentation, upgrades, and deployments</