System Support Engineer / IT Support Technician (Tier 1–2) at LevCo Technologies in IL-Chicago-60601 Hybrid - US

Job description

• We’re looking for a customer-focused Help Desk / IT Support Technician to provide Tier 1–2 end-user support in a fast-paced service environment. You’ll troubleshoot common hardware/software issues, document work clearly in our ticketing system, and escalate appropriately when issues require deeper engineering support. You’ll also assist with device setups, onsite support visits, and ongoing improvements to documentation and repeatable support processes.

Responsibilities

• End-User Support & Troubleshooting
• Provide daily technical support for low-to-moderate complexity issues via phone, email, chat, remote tools, and onsite visits.
• Troubleshoot and restore service by analyzing symptoms, identifying root causes, and applying documented fixes and standard processes.
• Perform PC/workstation setup and user onboarding: device configuration, basic security setup, and “day one” user guidance.
• Ticketing, Documentation & Escalation
• Log all incidents/requests in the ticketing system with clear, detailed notes (problem description, troubleshooting performed, resolution, and next steps).
• Route/escalate tickets to Tier 2/3 when needed and ensure the escalation contains the information required to avoid rework.
• Maintain and improve documentation: create/update knowledge base entries, checklists, and “how-to” guides to reduce repeat incidents. [
• Document changes made to customer systems (what changed, why, and expected impact).
• Operational Expectations (MSP/Services Environment)
• Work with scheduling/dispatch priorities and keep your schedule accurate.
• Maintain service metrics aligned to management expectations (utilization/billable targets if applicable).
• Participate in an on-call rotation as required.

Requirements

• High school diploma or equivalent (technical training/cert program is a plus)
• 0–2 years of IT support / help desk experience OR strong customer service experience with demonstrated technical aptitude
• Windows 10/11 and common business applications (Microsoft 365, Teams, Outlook)
• PC hardware, peripherals, printers
• Account/access basics (password resets, MFA, permissions concepts)
• Networking fundamentals (Wi‑Fi, DNS basics, IP concepts)
• Valid driver’s license and ability to travel to client sites (up to 50%)
• Ability to lift/move typical IT equipment (laptops, small desktops, monitors)
• Professional communication skills and a customer-first mindset
• ITIL or HDI fundamentals (or willingness to learn)
• CompTIA A+ / Network+ (or equivalent knowledge)
• Familiarity with ticketing workflows and documentation practices (SLAs, triage, escalation)
• Experience with remote support tools and basic endpoint/security hygiene

Skills

Required

• PC hardware, peripherals, printers
• Professional communication skills
• Customer-first mindset

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discounts
• Health insurance
• Paid time off
• Vision insurance
• Wellness resources
• 401(k)
• Health / Dental / Vision insurance
• Life insurance
• Paid time off
• Flexible scheduling options (role dependent)
• Professional development assistance (certifications/training)
• Flexible work from home options available.
• Medical Insurance (PPO)
• Dental Insurance (PPO)
• Vision Insurance
• Mental Health & Wellness Programs
• Employee Assistance Plan
• Unlimited Paid Time Off
• 401(k) Company Matching Plan
• Group Term Life and AD&D Insurance
• Short Term Disability
• Flexible Schedule
• Work/Life Balance
• Vacation Stipend
• Employee Discount Program
• Will & Legal Document Services
• Professional Development Assistance