In-Person Apprenticeship Service Desk Technician – Glenview, IL
Website https://twitter.com/sdipresence SDI Presence LLC
SDI is an IT consultancy and managed services provider (MSP) that leverages its strong team presence to advance our clients to a secure digital enterprise.
Closing date: Friday May 29, 2026
Job Title: Service Desk Level 1
Business Area: IT Support – Help Desk
Location: Glenview, IL
Hours per week: 40-hour on-site work week, 5 days onsite
Salary: $50,000
Starts: ASAP
Modality: in-person
Duration: 1 year
Department: Corporate Information Technology
Description:
Provide first-line technical support to local and remote users. Responsible for logging incidents, troubleshooting basic hardware and software issues, and ensuring timely resolution or escalation of service requests. Deliver excellent customer service and maintain accurate documentation of all support activities.
Key Responsibilities
- Respond to incoming service desk requests via phone, email, or ticketing system.
- Document end user identification information, including name, department, contact details, and nature of the issue.
- Build rapport and elicit problem details from service desk customers.
- Troubleshoot and resolve basic technical issues related to:
- Computer hardware and peripherals
- Windows Operating Systems
- Microsoft Office applications
- Microsoft Teams, SharePoint, and Exchange online services
- Web browsers (Internet Explorer, Firefox, Chrome)
- Mobile devices (Apple and Android)
- Apply diagnostic utilities and access knowledge bases, FAQs, and online resources to aid in problem resolution.
- Perform hands-on fixes at the desktop level, such as installing/upgrading software, implementing file backups, and configuring systems/applications.
- Record, track, and document the incident-solving process, including actions taken and final resolution.
- Escalate unresolved incidents to higher-level support as required.
- Develop help sheets and FAQ lists for end users.
- Reinforce SLAs to manage end user expectations.
- Collaborate with team members to share knowledge and improve service delivery.
Note: This Level 1 role is focused on providing initial support and resolving common technical issues. More complex problems and escalations are handled by Level 2/Team Lead staff.
Position Requirements
Education & Certification
- College diploma or university degree in Computer Science, Information Technology, or equivalent work experience (0–2 years preferred).
Knowledge & Experience
- Basic understanding of computer hardware, software, networks, and desktop support.
- Experience with Microsoft Active Directory account administration is a plus.
- Familiarity with O365 account administration for Teams, SharePoint, and Exchange is a plus.
- Exceptional written and oral communication skills.
- Strong customer service orientation.
Personal Attributes
- Energetic, hands-on, and enthusiastic.
- Ability to absorb and retain information quickly.
- Keen attention to detail.
- Proven analytical and problem-solving abilities.
- Ability to prioritize and execute tasks in a fast-paced environment.
- Team-oriented and collaborative.
Work Conditions
- 5 days onsite
- 40-hour on-site work week.
- Sitting for extended periods.
- Dexterity to operate a computer keyboard, mouse, and other components.
- Lifting and transporting moderately heavy objects (e.g., computers, peripherals).
Before you Apply:
Click here to download a sample resume and cover letter
Contact the Career Development Department at your campus for assistance with your résumé, cover letter, or interviewing workshops:
Contact through Navigate
- Daley College – Julie MacCarthy – on Navigate
- Harold Washington College – Jasmin Dobson OR Ashley Smith – on Navigate
- Kennedy-King College – Ingrid Prioleau Byrd – on Navigate
Contact through email:
- Malcolm X College – Darwin Pettis – MXC-Careers@ccc.edu
- Olive-Harvey College – Charlene Haymond-Bussell – chaymond-bussell@ccc.edu
- Truman College – Meredith Gallo-Murphy – mgallo-murphy@ccc.edu
- Wilbur Wright College – Joe Reaves – jreaves@ccc.edu
After you Apply: After completing the application link, your résumé and cover letter will be screened by CCC. If you meet the requirements for the position, you’ll be contacted for the next steps.
