Desktop Support/IT Technician - Level 2 - 1st shift

Pace Systems, Inc. is a Comprehensive IT, Security, Electrical, Audio Visual, and Software Solutions located in Naperville, IL. We are seeking a proactive and detail-oriented Level 2 Desktop Support / IT Technician to join our IT team on the 1st shift for a client located in Chicago, IL. The ideal candidate will provide advanced technical support for desktop systems, hardware, and software, ensuring minimal downtime and optimal system performance during operations. This role requires a strong troubleshooting mindset, excellent communication skills, and the ability to work independently when required.

Responsibilities:

• Provide second-level (Tier 2) technical support for desktops, laptops, mobile devices, printers, and other end-user hardware.

• Respond to and resolve IT tickets during the 1st shift via phone, email, and remote support tools.

• Deliver in-person support and collaborate with users across departments to resolve IT issues promptly.

• Assist in system maintenance, patching, and updates as scheduled during regular business hours.

• Monitor system alerts and escalate issues to appropriate team members when necessary.

• Maintain compliance with company IT policies, security protocols, and software licensing agreements.

• Contribute to internal documentation, creating knowledge base articles and technical resources for team use.

Qualifications:

• Associate degree in Information Technology, Computer Science, or related field (Bachelor’s preferred).

• Minimum of 2 years of hands-on experience in a desktop support or IT help desk environment.

• Proficiency with:

  • Windows OS (Windows 10/11)

  • Microsoft Office 365

  • Active Directory & user account management

  • Remote access tools and VPN technologies

• Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP).

• Familiarity with ITSM/ticketing platforms such as ServiceNow, Jira, or similar.

• Strong problem-solving, communication, and interpersonal skills.

• Ability to manage multiple support tasks efficiently in a fast-paced, daytime business environment.

• Relevant certifications (CompTIA A , Network , Microsoft) are a plus.

Essential Duties

• Install, configure, and troubleshoot hardware and software for end-users on site and remotely.

• Support daily IT operations including onboarding/offboarding, workstation setups, and user access.

• Perform routine maintenance on systems and peripherals to ensure uptime and functionality.

• Administer user accounts, including password resets and permissions management.

• Serve as a point of escalation for Level 1 support and provide mentorship when needed.

• Ensure all incidents and service requests are logged, tracked, and resolved per SLA standards.

• Participate in team meetings and IT projects, contributing to overall system improvement.

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***APPLICANTS MUST BE ABLE TO WEAR A CDC APPROVED MASK AT ALL TIMES IN CLINIC-LIKE ENVIRONMENT WHEN REQUIRED

***THIS POSITION IS NOT REMOTE***

*all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran*

If you need a reasonable accommodation for any part of the employment process, please contact us and let us know the nature of your request and your contact information.