IT Service Desk Technician

Respectfully, this is not an entry-level position: corporate IT experience required. We are not interested in working with 3rd-parties and will not respond to related inquiries.

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About Us

OverDrive IT is a Managed Services Provider (MSP) headquartered in Wheaton, IL, and serving clientele mainly in the Chicagoland area. We are professionals serving professionals by providing secure and efficient IT solutions in a customer-focused and policy-driven manner. We work to live -- read: work/life balance is important to us -- and believe in enjoying what we do.

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About the Position

The Service Desk Technician is a full time remote opportunity, with occasional site visits, to join our small but growing team. We serve our clients by installing, maintaining, and optimizing technology and workflow in mainly Windows-based on-premise and cloud environments, all while providing a pleasant, energetic, and customer-first experience. We especially value technical extraverts.

We believe it’s our responsibility to keep you challenged, growing, and excited to come to work every day. There will be routines, responsibilities, and everyone’s favorite: password resets, but you can count on seeing or doing something new and different nearly every day while working in a variety of disciplines such as server, desktop, networking, cloud, security, and applications.

Our ideal candidate is passionate about learning and helping people, and most importantly, shares our core values: Trust, Responsibility, Accountability, Competence, and Communication & Presentation.

This position reports directly to the Service Desk Manager and is eligible to start with the following compensation and benefits:

• Starting Hourly Pay of $20-25 / Hour (dependent upon qualifications)
• Overtime ( > 40 hours) Paid at Time-and-a-Half
• 5 Days Paid Vacation (1st year; 10 in 2nd)
• Performance-Based (Company and Individual) Bonuses
• SIMPLE IRA at 3% Employer Match
• IRS Mileage Reimbursement
• Certification Reimbursement (subject to approval)

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Our requirements are:

• High School Diploma or equivalent (GED).
• > 1 year experience providing IT support in a corporate environment.
• Fluent written and spoken English.
• Professional presentation and conduct.
• Traveling to customers’ sites when necessary (anticipated < 5% overall time).
• Reliable transportation.
• Upholding Service Level Agreements (SLAs) including participation in on-call rotation and provision of after hours emergency services when necessary.
• Background check and drug testing completed prior to start date.

Familiarity with and/or working knowledge of:

• Windows domain administration including basic Active Directory user management, security concepts (e.g. principle of least privilege), and NTFS file permissions.
• Distributed networking including the devices, technologies, and interactions used to facilitate basic performance, availability, and security of traffic.
• Support for desktop (primarily Windows-based PCs -- Mac and Linux experience valued but not required) and mobile devices; common tasks, troubleshooting, and user concerns e.g. performance.
• Productivity suites including use and basic administration of solutions such as Microsoft 365 and Google Workspace.

Preferred qualifications include:

• Combination of associate’s degree or higher in a relevant field, industry-standard certification(s) at this level (e.g. A , MCP, or CCENT), and/or equivalent experience.
• Exposure to business and IT service management and delivery systems (RMM, PSA, etc.).
• Passion for documentation and prevention of duplicate work, e.g. user guides, internal documents, and a team-centered knowledge sharing mindset.

Key qualities we’re looking for include:

• Exceptional discipline, time management and accountability, and ability to work with minimal supervision and a high degree of autonomy.
• Communicating clearly, promptly, and effectively with teammates and business professionals.
• Well-rounded technical experience that can be readily adapted to our clients in differing verticals, including clients with regulatory and compliance considerations.
• Demonstrable attention to detail, e.g. including the words rubber duck in your cover letter (you’re writing a brief one, right?) to demonstrate reading this far into the job posting.
• Hunger for staying up-to-date with current technologies and trends in corporate IT.
• Adapting rapidly to shifting priorities in a level-headed manner.
• Fulfilling all expectations with a positive attitude and pleasant demeanor.

Job Type: Full-time

Pay: $20.00 - $25.00 per hour

Benefits:

• 401(k)
• Paid time off

Schedule:

• 8 hour shift
• On call

Supplemental Pay:

• Bonus pay

Pay may depend on skills and/or qualifications

Ability to commute/relocate:

• Wheaton, IL: Reliably commute or planning to relocate before starting work (Required)

Experience:

• corporate IT: 1 year (Required)

Work Location: Multiple Locations