Help Desk Technician (Tier 1-2)

Help Desk Technician (Tier 1-2)Lyra Technology Group is seeking a Help Desk Technician (Tier 1-2) for our OpCo, Network IT Easy, in Lisle, Illinois. This individual will be responsible for supporting clients through their helpdesk system, owning tickets from start to finish, and serving as a professional and reliable face of the company.Your work as a Help Desk Technician will include the following duties:Monitor and actively work tickets within a helpdesk queue.Take full ownership of assigned tickets from start to finish, resolving or properly escalating as needed.Communicate clearly and professionally with end users, providing detailed updates, accurate time entries, and thorough documentation.Maintain and update client documentation when changes are made or outdated information is identified.Represent the company professionally — treat every client issue as if it were your own.Identify potential improvement or upgrade opportunities (hardware, network, security, ISP, Microsoft 365, etc.) and communicate them to the appropriate Account Manager or Field Team memberOur ideal Help Desk Technician has the following qualifications:1+ year experience working for a Managed Services Provider (Required)Strong troubleshooting and technical support skills (hardware, printers, end-user systems)Working knowledge of Microsoft 365 administration (Exchange Online, SharePoint, Entra, Security/Admin Centers); Teams administration preferredFamiliarity with common MSP tools (RMM, PSA, BCDR, IT Glue, EDR/MDR, etc.)Excellent written and verbal communication skillsStrong problem-solving ability with a clear sense of ownership and accountabilityAbility to work both independently and collaborativelyAssociate/Bachelor's Degree in related field or equivalent experience preferredBenefits Overview:401(k) with company matchingMedical, dental, and vision insurance (with telehealth)Life insurance and disability coverage (short- and long-term)Unlimited paid time offWeekly DoorDash meal benefitRewards and recognition programCertification bonuses and professional growth opportunitiesThe targeted base compensation for this role is $50-65,000 per year and will operate on a hybrid basis out of Lisle, IL after the training period (on-site required during the training period, approximately 45 days). Relocation is not provided, and candidates must currently reside in or near Lisle, IL (60532).