Help Desk Support II

About Concordia WirelessConcordia Wireless is a growing wireless services company with approximately 250 employees. We provide Site Acquisition, Engineering & Design, and Construction Services to clients including AT&T, Verizon and T-Mobile. Our IT team plays a central role in keeping our operations running smoothly — from end-user support and cloud infrastructure to fleet systems and ERP platforms. We're a hands-on, collaborative team where every role makes a real impact.This role is onsite in Carol Stream, IL. Unfortunately, we are not able to offer sponsorship at this time.Pay Range: $60,000.00 - $70,000.00 annuallyFactors, such as but not limited to, geographical location, relevant experience, education, and skill level may impact the pay for this positionBenefits:Paid Time Off / Sick TimeHealth Insurance: BCBS Medical, Dental, & Vision Long-term & Short-term disabilityCompany Paid Life Insurance401(k) w/ 100% company match up to 6%10+ Paid Holidays with 1 floating holiday/yearlyWhy Join UsThis isn’t your typical ticket-processing role. You'll be a core part of a lean, high-impact IT team supporting a growing company with a modern stack. If you want to build real skills across cloud, security, and infrastructure — and actually see your work matter — this is the right seat.Own the entire IT environment, not just a queue — you'll touch endpoints, cloud admin, security tooling, networking, AV, and asset management. That breadth would take years to accumulate at a larger org. Work with a modern, marketable stack — CrowdStrike Falcon, Microsoft Intune/Autopilot, Entra ID, Wi-Fi 6E, OPNsense. This isn't a legacy shop. Clear growth path — this role is a direct pipeline into systems administration or IT leadership for the right candidate. You'll never be bored — between fleet operations, ERP (D365 F&O), Power Automate integrations, and ongoing infrastructure projects, there's always something substantive happening. Role SummaryThe Level 2 Help Desk Technician is the frontline and escalation point for all day-to-day IT support at Concordia Wireless. With no Level 1 beneath this role, you'll handle the full spectrum of inbound requests while also owning key IT processes including user lifecycle management, Microsoft 365 administration, endpoint security monitoring, and asset management. This role is well-suited to a technician who is ready to operate independently and grow into a broader IT role.Key ResponsibilitiesEnd-User Support & TicketingHandle all inbound support requests as the sole frontline technician, triaging and resolving issues at L1 and L2 levels or escalating to the IT Team Lead when appropriateDiagnose and resolve issues across Windows 11 endpoints, printers, VPN (OpenVPN), and business applicationsManage and prioritize the IT service queue using Freshservice, ensuring SLA adherence and clear documentationProvide clear, professional communication to end users throughout the ticket lifecycleIdentify recurring issues and escalate patterns or systemic problems to the IT Team LeadMicrosoft 365 & Cloud AdministrationAdminister Microsoft 365 environments including Exchange Online, Teams, SharePoint, and OneDriveManage user accounts, licensing assignments, distribution groups, and shared mailboxes in M365 Admin CenterSupport Microsoft Intune for device management, policy enforcement, and Autopilot enrollmentAssist with conditional access, MFA configuration, and Entra ID (Azure AD) account managementMonitor Microsoft 365 service health and respond to platform-related incidentsOnboarding & OffboardingExecute end-to-end user onboarding: account provisioning in Active Directory and M365, device imaging and deployment, application access setup, and equipment configurationProcess offboarding tasks including account disablement, license reclamation, data retention, and hardware retrievalMaintain onboarding/offboarding checklists and ensure consistent, documented processesCoordinate with HR and department managers to ensure timely and accurate access provisioningSupport Windows Autopilot and Intune-based device deployment for new hiresEndpoint Security (CrowdStrike Falcon)Monitor CrowdStrike Falcon dashboard for alerts, detections, and sensor health across all endpointsInvestigate and triage endpoint alerts; escalate confirmed incidents to IT Team LeadEnsure Falcon sensor deployment and policy compliance on all managed devicesAssist with CrowdStrike reporting and contribute to monthly security reviewsAsset Management & ProcurementMaintain accurate IT asset inventory (hardware, peripherals, software licenses) from procurement through retirementProcess hardware requests, coordinate purchases with vendors, and track delivery and deploymentManage device lifecycle including imaging, redeployment, and secure disposal/wipingTrack software license counts and flag renewal dates or compliance gaps to IT Team LeadDocumentation & Knowledge BaseAuthor and maintain SOPs, how-to guides, and runbooks for common support workflowsDocument all system configurations, changes, and incident resolutions in FreshserviceBuild and maintain a self-service knowledge base to deflect repeat ticketsKeep onboarding/offboarding checklists current as systems and processes evolveAV / Conference Room TechnologyOwn the setup, maintenance, and troubleshooting of all conference room AV equipment (displays, cameras, speakers, Teams Rooms)Conduct regular AV health checks and address issues proactively before meetingsSupport end users with Teams/video call setup and in-room tech during high-stakes meetingsCoordinate vendor support for AV equipment repairs or replacementsNetwork & Infrastructure SupportServe as first responder for network connectivity issues (wired, Wi-Fi, VPN) across the officeAssist with basic switch, AP, and OPNsense firewall troubleshooting under IT Team Lead directionMonitor network health and escalate anomalies or outages promptlySupport VLAN assignments, port configurations, and Wi-Fi 6E AP management as neededQualificationsRequired2+ years of experience in a help desk or IT support roleHands-on experience with Microsoft 365 administration (Exchange Online, Teams, SharePoint)Proficiency troubleshooting Windows 10/11 in a domain-joined environmentFamiliarity with Active Directory user and group managementExperience with ITSM/ticketing platforms (Freshservice, ServiceNow, or similar)Comfortable serving as the sole frontline technician — self-directed with strong prioritization skillsStrong written and verbal communication skills; ability to explain technical issues to non-technical usersPreferredCompTIA A+ or Network+Experience with Microsoft Intune and Autopilot device deploymentFamiliarity with endpoint security platforms (CrowdStrike Falcon or similar)Exposure to VPN administration (OpenVPN or similar)Basic networking knowledge — VLANs, switching, Wi-Fi troubleshootingExperience in a mid-size company (150–500 employees) IT environmentConcordia Wireless is a division of Concordia Group. Concordia Wireless. is a drug and alcohol-free workplace including marijuana. Concordia Wireless is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.