Position Title: Service Desk Technician
Location: On-premises
Type of Employment: Full-time
About Net56
Net56 is a Production IT company with over 40 years of experience delivering technology and managed service solutions. We serve as a trusted technology partner to our clients, providing a comprehensive suite of IT services, including network infrastructure and support, cybersecurity and governance services, professional services, business development, and ongoing technical support.
Position Overview
Net56 is seeking a Service Desk Technician to join our team of problem-solving, client-focused IT professionals.
The Service Desk Technician provides both remote and onsite technical support to Net56 clients, diagnosing and resolving hardware, software, network, and user-related issues. This position utilizes monitoring tools, remote support applications, and our ticketing system to provide timely resolutions while maintaining a high level of customer satisfaction.
This is an office-based position located in Deer Park, Illinois, with occasional travel to client locations when onsite support is required.
Responsibilities
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Provide direct remote and in-field technical support to clients.
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Diagnose and resolve technical issues through phone, email, and remote-support applications.
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Perform onsite client support when scheduled or when remote resolution is not possible.
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Create, track, document, update, and resolve client issues through the company's ticketing system.
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Troubleshoot computer hardware, software, user-access, connectivity, and network-related issues.
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Monitor network availability and uptime using SolarWinds.
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Monitor backup operations and successful completion using Veeam.
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Escalate complex technical issues to the appropriate internal resource when necessary.
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Maintain accurate documentation of troubleshooting steps, resolutions, and client communications.
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Communicate clearly and professionally with clients and internal team members.
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Assist with hardware installation, configuration, replacement, and break/fix support.
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Follow Net56 technical procedures, documentation standards, and service expectations.
Qualifications
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Working knowledge of networking architecture and basic network troubleshooting.
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Familiarity with LAN and WAN network topology.
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Experience with Google Workspace, Active Directory, or similar platforms.
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Experience providing computer hardware break/fix support.
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Basic understanding of Windows environments and Windows Server.
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Basic knowledge of backup software functionality and disaster recovery concepts.
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Strong troubleshooting, analytical, and critical-thinking skills.
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Ability to prioritize and manage multiple support requests.
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Excellent verbal and written communication skills.
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Strong customer-service skills and a client-focused approach.
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Positive, professional, and collaborative demeanor.
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Ability to work independently while knowing when to escalate an issue.
Education & Experience
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1–3 years of combined education, technical training, certifications, or practical IT support experience.
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Education, training, or certifications involving the following are preferred:
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LAN and WAN networking
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Windows Server
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Active Directory
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Disaster recovery and backup technologies
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Network and infrastructure monitoring
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Google Workspace
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IT support and troubleshooting
Relevant technical certifications are preferred but not required.
Physical Demands
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Ability to spend the majority of the workday in an office-based desktop and computer environment.
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Ability to perform onsite client support as required.
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Ability to lift, move, or transport equipment weighing up to 50 pounds when required for onsite or hardware-related work.
Why Work at Net56?
At Net56, you'll work alongside a friendly, collaborative, and goal-oriented team committed to delivering excellent service to our clients. We offer a modern and comfortable office environment, opportunities to expand your technical knowledge and experience, and a company culture built around teamwork, professional growth, accountability, and sustained excellence.
