Help Desk Technician

IT Helpdesk Technician

Location: Waukegan, Illinois, USA 
Department: IT
Reports To: IT Infrastructure Manager

About the Company

We are a leading B2B wholesale distributor based in Illinois, operating across imaging supplies, office equipment, and business technology markets. As part of CWG International (Carolina Wholesale Group), we have grown through strategic acquisitions such as Digitek and International Toner Company. We operate multiple brands, distribution centers, and e-commerce channels across the United States.

Role Overview

The IT Helpdesk Technician is responsible for providing first-level and second-level technical support to employees across multiple business locations, distribution centers, and remote offices. This role serves as a primary point of contact for hardware, software, network, and user support issues while ensuring a high level of customer service and timely issue resolution.

The position is hands-on and requires strong troubleshooting skills, excellent communication, and the ability to support a fast-paced distribution and business environment.

Work Schedule and Collaboration

• Monday-Friday
• Core schedule aligned to business operating hours, 8am to 5pm Central
• On-site presence required at assigned location(s) with some remote work potential 
• Daily collaboration with IT, operations, customer service, warehouse, finance, and ecommerce teams
• Occasional after-hours on-call support for maintenance, upgrades, and emergency issues

Core Responsibilities

• Provide on-site and remote technical support for desktops, laptops, printers, scanners, mobile devices, and peripheral equipment.
• Respond to, troubleshoot, and resolve IT support tickets within established service levels.
• Install, configure, maintain, and troubleshoot Windows operating systems and business applications.
• Create, manage, and support user accounts, permissions, and password resets in Microsoft 365 and Active Directory.
• Set up and deploy computer hardware, mobile devices, and workstation equipment for new employees.
• Troubleshoot network connectivity, VPN, wireless, printing, and email-related issues.
• Support Microsoft Office applications, Teams, Outlook, and other productivity tools.
• Maintain accurate asset inventory and technology documentation.
• Assist with conference room technology, audio/video equipment, and meeting support.
• Perform routine system maintenance, software updates, and endpoint management tasks.
• Escalate complex technical issues to senior IT staff or third-party vendors as needed.
• Follow IT security standards and assist with cybersecurity best practices and user awareness.
• Support warehouse and distribution center technology, including barcode scanners, label printers, and shipping workstations as required.

Required Qualifications

• Associate degree or Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent work experience.
• Minimum 2 years of experience in IT Helpdesk, Desktop Support, or Technical Support roles.
• Strong knowledge of Windows 10/11 operating systems and Microsoft Office 365.
• Experience supporting Active Directory, Azure AD, Microsoft 365, and user account administration.
• Basic understanding of TCP/IP networking, DNS, DHCP, VPNs, and wireless connectivity.
• Experience with ticketing systems and IT service management processes.
• Strong troubleshooting and problem-solving abilities.
• An energetic and curious mind with desire and ability to learn quickly and to connect concepts easily.
• Excellent customer service and communication skills.
• Ability to prioritize multiple support requests and manage changing priorities.
• Valid driver's license.
• Bilingual in English and Spanish.
• Experience troubleshooting and repairing printers.
• Most importantly, a positive attitude, strong work ethic, and a genuine willingness to learn and develop their technical skills.

Preferred Skills

• Experience supporting warehouse, distribution, or logistics environments.
• Familiarity with ERP systems such as Infor, NetSuite, SAP, or similar platforms.
• Experience with endpoint management tools such as Intune, SCCM, or equivalent.
• Knowledge of cybersecurity best practices and endpoint security solutions.
• CompTIA A+, Network+, Microsoft certifications, or similar credentials.
• Experience supporting VoIP phone systems and conference room technology.
• Familiarity with inventory management systems, shipping systems, and barcode scanning equipment.

What We Offer

• Direct collaboration with business leaders and IT leadership on high-impact initiatives.
• Exposure to multi-brand and multi-location technology environments.
• Opportunities for growth and professional development within the IT organization.
• Stable position with clearly defined responsibilities and career advancement potential for the right temp-to-perm candidate.
• Hands-on experience supporting a diverse technology ecosystem across business operations.