About Careertakes

👉 Important disclosure: Careertakes is a third-party recruiting platform supporting this hiring process. If selected, you will be employed directly by our client, IT.

Applicants for this role may also receive access to additional matched opportunities through the Careertakes platform.

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About the company

Confidential Client is a growing organization serving customers across financial and insurance services with modern technology teams supporting business operations. The IT organization delivers reliable, secure, and user-focused technology services to employees and business partners.

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About the role

The Service Desk Technician is the primary point of contact for employees seeking technical assistance across the organization. This role diagnoses, troubleshoots, and resolves hardware, software, account, and connectivity issues while delivering excellent customer service.

This position follows a hybrid schedule: in-office Monday–Thursday with work-from-home on Fridays. Occasional after-hours work and participation in an on-call rotation may be required. Some travel may be required on occasion.

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What You’ll Do

Technical responsibilities:

• Serve as the first point of contact for IT incidents, service requests, and technology questions via phone, email, chat, and ticketing systems.
• Configure, deploy, maintain, and troubleshoot laptops, desktops, mobile devices, docking stations, printers, and peripherals.
• Troubleshoot end-user software and business applications, including Microsoft 365 apps.
• Perform user account administration in Active Directory and Microsoft Entra ID (provisioning, access, password resets).
• Use approved remote support tools to assist remote and hybrid employees.
• Support conferencing systems, AV tech, and collaboration tools.
• Install, configure, and update software per standards and procedures.
• Provision and recover technology assets across the employee lifecycle.
• Follow cybersecurity best practices: multifactor authentication, endpoint protection, device compliance, and proper incident escalation.
• Document incidents, resolutions, and create knowledge-base articles in the ITSM platform.
• Escalate issues to infrastructure, security, application, or vendor teams when needed.
• Contribute to process improvement, automation, and knowledge-management efforts.
• Other duties as assigned.

Professional (non-technical) responsibilities:

• Provide professional, timely, and customer-focused support across business units.
• Communicate clearly with technical and non-technical audiences.
• Build productive working relationships with employees, leadership, vendors, and IT colleagues.
• Apply critical thinking to diagnose and resolve issues efficiently.
• Manage multiple priorities while maintaining attention to detail and service quality.
• Maintain confidentiality and professionalism when handling sensitive data.
• Participate in knowledge sharing and continuous learning activities.

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Qualifications

Service Desk Technician I (Entry Level)

• Associate degree in Information Technology, Computer Science, or related field; equivalent experience considered (Bachelor’s preferred).
• 0–2 years in IT support, service desk, or technical support.
• Foundational knowledge of Windows OS, Microsoft 365, and end-user device support.
• Familiarity with Apple devices is a plus.
• Certifications such as CompTIA A+, Network+, ITIL Foundation, or Microsoft certs are a plus.

Service Desk Technician II (Mid-Level)

• Associate degree preferred; equivalent experience considered.
• 2–5 years in IT support, service desk, or technical support.
• Experience with Microsoft 365, Active Directory/Entra ID, endpoint management, and ITSM platforms.
• Experience supporting Apple devices is a plus.
• Relevant industry certifications are a plus.

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Compensation & Schedule

• Annual pay range: $55,000 – $75,000 (USD).
• Full-time position; hybrid schedule (in-office Mon–Thu, remote Fri).
• Occasional after-hours/on-call work possible.

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Location

• Job location: Chicago, IL (hybrid; in-office Monday–Thursday required).

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Keywords & ideal candidate

This role is ideal for candidates with help desk or service desk experience, strong customer service skills, and familiarity with Microsoft 365, Active Directory/Entra ID, remote support tools, and ITSM ticketing systems. Strong troubleshooting, documentation, and communication skills are required.

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Equal Opportunity & Hiring Transparency

Careertakes and our client are Equal Opportunity Employers committed to building a diverse and inclusive workforce. We prohibit discrimination or harassment of any kind. To support a fair and efficient hiring process, AI tools may be used to assist with application review or resume screening. These tools do not replace human decision-making. Final hiring decisions are made by people.

If you have questions about how your data is used, please contact us directly.