IT Help Desk Technician (Level 1 & 2 Support)

With offices in Illinois, Wisconsin, Indiana, and Ohio, Pepper Construction is a national general contracting and construction management firm that primarily serves the private sector. Pepper Construction provides clients the experience and resources of a national company, combined with the hands-on approach of a local company.

Job Title: IT Help Desk Technician (Level 1 & 2 Support)
Department: Information Technology
Location: Des Plaines, IL

Employment Type: Full-Time

Position Overview

We're looking for a detail-oriented and personable IT Help Desk Technician who thrives on delivering outstanding customer service while tackling diverse technical challenges. You'll serve as the first and second line of defense for technical support, helping maintain and improve our Microsoft 365 infrastructure, secure file management (Egnyte), Microsoft Teams Rooms, and local networked environments. If you enjoy helping people and solving problems using your knowledge of modern tools this role is built for you.

Key Responsibilities

Level 1 Support:

• Respond to support requests via phone, email, and ticketing system in a professional and timely manner
• Provide hands-on and remote support for desktops, laptops, mobile devices, and peripherals (Windows)
• Support user onboarding/offboarding-including account setup, hardware provisioning, and documentation
• Troubleshoot common issues related to Microsoft 365, printers, and file access (Egnyte)
• Provide white-glove support with a focus on fast, friendly and effective solutions.

Level 2 Support:

• Administer and troubleshoot Microsoft Intune for endpoint configuration, policy deployment, and compliance
• Manage identity, security groups, and device access through Entra ID / Azure Active Directory
• Set up, maintain, and troubleshoot Microsoft Teams Room systems and AV hardware
• Provide support for Egnyte file-sharing platform including user access management and sync issues
• Resolve escalated networking issues (basic switch/Wi-Fi setup, DNS, DHCP, IP configuration)
• Enforce and support security practices including multi-factor authentication (MFA), encryption, and patching
• Provide set-up and ongoing support for Microsoft Teams Rooms, video conferencing and AV equipment.
• Monitor and respond to alerts related to endpoint compliance, antivirus, and patching.

Required Skills & Experience

• 3-5 years in a help desk or IT support role, with experience handling both Level 1 and Level 2 issues
• Strong communication skills and a customer-centric approach to support
• Familiarity with Microsoft 365, Entra ID / Azure AD, and Intune
• Experience supporting Microsoft Teams Room setups
• Basic networking knowledge: IP addressing, DNS, DHCP, switches, and Wi-Fi connectivity
• Understanding of cybersecurity fundamentals (e.g., endpoint protection, MFA, secure access and patch management)
• Experience supporting Egnyte or similar cloud file-sharing platforms

• Familiarity with hybrid environments and VPN configurations a plus
• Familiarity with printer and peripheral troubleshooting
• Working knowledge of remote support tools (e.g., TeamViewer, Quick Assist, AnyDesk, Ninja)
• Certifications such as CompTIA A+, Network+, Microsoft Certified: Modern Desktop Administrator, or similar a plus
• Experience in hybrid or remote-first environments
• Ability to document processes and contribute to a shared knowledge base

Soft Skills & Traits

• Strong customer service orientation and communication skills
• Ability to troubleshoot logically and explain technical solutions clearly
• Organized, detail-oriented, and be able to manage multiple tasks and priorities
• Self-starter with a team-first mentality and a willingness to grow and learn

This position's target hiring hourly range is $32 - $37. The wage range for this role considers many factors, such as location, transferable skills, work experience, licensure and certification, business needs, internal equity, and market demands. The pay range is subject to change and may be modified. Roles are eligible for bonuses and benefits. Pepper Construction dedicated to offering our employees a comprehensive and best-in-class benefits package that prioritizes their physical, financial, and emotional well-being. We offer medical, dental, vision, life, and disability insurance plans, a generous 401k match, and a student loan repayment benefit. In addition to paid time off for company holidays, vacation, and personal days, Pepper offers fully paid medical and parental leave, mental health services, and more. For additional information, visit www.pepperconstruction.com.

Pepper Construction is an Equal Employment Opportunity employer.

Please note: Pepper does not sponsor work visas.