Help Desk Technician

Job Title: Help Desk Technician

Location: Peoria, IL
Employment Type: Full-Time

Work Environment: In-person only – This is not a remote or hybrid position
Salary Range: $36,000 – $50,000 per year, based on experience and qualifications

About the Role

IT360, Inc. is seeking a motivated Help Desk Technician to join our support team. This Tier 1 technical role is responsible for handling first-level service requests for our managed services clients. You'll troubleshoot and resolve a wide range of issues involving desktops, applications, printers, basic networking, and end-user support — while collaborating with Tier 2 and Tier 3 engineers as needed.

Key Responsibilities

Provide Tier 1 technical support for desktops, laptops, printers, and core Microsoft applications

Troubleshoot basic issues involving Windows OS, Office 365, and line-of-business applications

Provide basic support for network connectivity, firewalls, VPNs, and remote desktop access

Respond to alerts from remote monitoring tools and take appropriate action via service tickets

Document all work performed and maintain detailed records in the PSA/ticketing system

Maintain communication with clients on issue status, timelines, and resolution updates

Escalate unresolved or complex issues to Tier 2 team members when appropriate

Additional Duties

Maintain client satisfaction through responsive, professional communication

Coordinate with the Service Desk Dispatcher to ensure efficient ticket routing

Accurately track time, tasks, and expenses within ticketing platform

Contribute to internal knowledge base and documentation

Stay current with basic industry tools, technologies, and best practices

Qualifications

1+ years of experience in IT support or technical customer service

Familiarity with Microsoft environments (Windows 10/11, Office 365, Active Directory basics)

Knowledge of remote access tools, printers, and basic networking concepts

Strong interpersonal and communication skills

Ability to handle multiple priorities and adapt in a fast-paced environment

Strong problem-solving mindset and attention to detail

Preferred but not required: CompTIA A+, Network+, or Microsoft Fundamentals certification

Compensation & Benefits

Salary: $36,000 – $50,000 annually, depending on experience and qualifications. This position may be eligible for performance-based incentives.

Benefits (subject to eligibility and length of employment):

Health insurance allowance up to $400/month

Employer-paid group life insurance policy valued at $100,000

3% employer match on retirement savings plan

High-speed internet reimbursement up to $40/month

$40/month cellular phone allowance

8 paid holidays annually

Paid vacation: 5 days/year to start, increasing to 10 days/year after 3 years of service

Access to Safe Ride Home Program (Uber ridesharing)

Apply today and become part of a team that delivers reliable IT solutions with a personal touch.