<p>About Xenon arc</p> <p>At Xenon arc, we're transforming how producers connect with their customers.</p> <p>We partner with leading companies-ranging from industrial chemical manufacturers to global food ingredient providers-to solve complex challenges in reaching and serving hard-to-access markets. By acting as an extension of our clients' brands, we help them grow sales, optimize operations, and embrace digital transformation.</p> <p>Our teams bring technical expertise, innovative digital tools, and a customer-focused approach to drive exceptional results. We don't just distribute products-we create solutions that strengthen client-customer relationships and build lasting success.</p> <p>Job Summary</p> <p>Xenon arc is seeking an experienced IT Help Desk Technician to join our dynamic Technology team. This role will manage our Chicago office of employees, including basic troubleshooting support, engaging with local vendors for office specific issues and supporting our onboarding processes.</p> <p>FSLA Classification</p> <p>Exempt</p> <p>Reports to</p> <p>Director of IT Infrastructure</p> <p>Essential Job Duties</p> <p>End-User Support & Service Delivery</p> <ul> <li>Provide expert Tier 1 and Tier 2 technical support for hardware, software, and network-related issues across Windows platforms. </li><li>Resolve assigned IT tickets within Jira Service Management queue accurately, timely, and ensure comprehensive communication and documentation within tickets. </li><li>Collaborate closely with our managed support team to ensure seamless helpdesk operations, ticket escalation, and resolution, maintaining consistent service levels for end-users. </li><li>Key Performance Indicators (KPIs): Meeting established service level agreements (SLAs) for help desk ticket resolution, maintaining high end-user satisfaction scores. </li></ul> <p>Microsoft 365 E5 & Entra ID Administration</p> <ul> <li>Administer our Microsoft 365 E5 tenant, including Exchange Online, SharePoint, OneDrive, Teams, and Entra ID. </li><li>Manage user accounts, groups (including Entra ID groups), mailboxes, distribution lists, and security groups. </li><li>Administer security/permissions and access to specific software according to IT Policy. </li><li>Provide end-user support for common M365 issues and escalate as necessary. </li></ul> <p>Device & Endpoint Management (Intune)</p> <ul> <li>Manage Windows through Microsoft Intune, including configuration profiles, and application deployment. </li><li>Troubleshoot issues related to device enrollment, profile delivery, and software deployment for both platforms. </li><li>Collaborate with the cybersecurity team to ensure device compliance and endpoint protection configurations are in place. </li></ul> <p>Network Management</p> <ul> <li>Provide support and troubleshooting for networking components, including switches, firewalls, wireless access points, network printers, collaboration hardware and digital signage. </li></ul> <p>IT Operations & Asset Management</p> <ul> <li>Onboard new employees, configuring their hardware (PCs and Macs) and accounts, providing initial IT orientation, and training users on core application suites. </li><li>Offboard employees, securely revoking access and managing hardware returns. </li><li>Maintain and manage IT software and hardware inventory, ensuring accurate records, all devices are operational, and up to date. </li><li>Install, configure, and troubleshoot corporate hardware, including laptops, printers, and other network equipment. </li><li>Maintain accurate documentation for configurations, assets, and support tickets. </li></ul> <p>Project Contribution</p> <ul> <li>Assist on IT projects as needed, as well as manage independent projects assigned, contributing to overall technology life improvements. </li><li>Actively contribute to IT team meetings and projects, share knowledge, and drive team success. </li></ul> <p>Basic Qualifications:</p> <ul> <li>At least 2 years of experience in a Help Desk/Support role. </li><li>Proven experience in a cloud-only Microsoft 365 E5 tenant environment. </li><li>Demonstrable expertise in supporting both Windows PCs and Apple macOS devices. </li><li>Strong hands-on experience with Microsoft Intune. </li><li>Strong understanding and practical experience with Entra groups, policies, and user administration. </li><li>Networking knowledge, specifically switches, firewalls, and wireless access points. </li><li>Proficiency with service desk software. </li><li>Certifications (Preferred): CompTIA ITF+, A+, Network+, Security+, or MCP, or equivalent is desirable. </li></ul> <p>Soft Skills</p> <ul> <li>Excellent verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical users. </li><li>Self-Motivated and able to work on own initiative. </li><li>Able to work as part of a team and on an individual basis, to meet operational targets set by management. </li><li>Customer-focused with a strong commitment to providing exceptional end-user support. </li><li>Ability to prioritize and manage multiple tasks in a fast-paced environment. </li></ul> <p>Location & Commitments</p> <ul> <li>This position is primarily on-site at our Rosemont (Chicago), IL office from Monday through Thursday, 7 AM to 4 PM. </li><li>Friday work is typically remote, unless on-site presence is required for specific tasks or emergencies. </li><li>Month-to-month contract. </li></ul> <p>Physical Demands</p> <ul> <li>Must be able to remain in a stationary position </li><li>Must be able to operate a computer </li></ul> <p>Travel Required</p> <ul> <li>Minimal (up to 10%) </li></ul> <p>Other Duties</p> <p>Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice.</p> <p>Equal Employment Opportunity Statement</p> <p>It is the policy of Xenon arc to grant equal employment opportunity to all applicants and employees without regard to race, color, national origin, ethnicity, marital status, parental status, disability, veteran status, age, religion, political affiliation, gender, sex, gender identity, or sexual orientation. It is the intent and desire of Xenon arc that equal employment opportunity will be provided in all phases of the employment relationship. Xa is a Title VII employer and strictly prohibits any type of discrimination or harassment based on any of the characteristics mentioned above. Employment opportunities and pay are and shall be open to all qualified applicants solely based on their experience, skills, and abilities</p>