Technical Helpdesk & Network Remote Support Agent II - CTG : Job Details

Job Title: Technical Helpdesk & Network Remote Support Agent II

Location: Downers Grove, IL

Job Type: Hourly Consultant

Hours: Monday to Friday 8 am to 5 pm

Pay: up to $35/HR

We are seeking an experienced and dedicated Technical Helpdesk & Network Remote Support Agent II to join our IT team. This role is a critical part of our remote support structure, providing advanced technical assistance to end-users on a wide range of hardware, software, and networking issues. The ideal candidate will be a technical expert who can not only resolve complex problems but also act as an escalation point for Tier 1 issues, mentor junior staff, and contribute to the maintenance of our knowledge base. This position requires strong problem-solving skills, excellent communication, and a deep understanding of remote support best practices.

Key Responsibilities

• Provide expert-level remote technical support to internal employees and external clients via phone, email, and ticketing systems.

• Act as an escalation point for complex or unresolved issues from Tier 1 support, ensuring timely and effective resolution.

• Diagnose and resolve advanced hardware, software, and peripheral issues, including desktops, laptops, printers, and mobile devices.

• Troubleshoot and resolve network connectivity issues related to LAN/WAN, Wi-Fi, VPN access, and remote desktop services.

• Administer user accounts, permissions, and access rights across various platforms, including Active Directory and Microsoft 365/Google Workspace.

• Contribute to the creation and maintenance of internal knowledge base articles, technical documentation, and Standard Operating Procedures (SOPs).

• Proactively identify recurring technical issues and work with senior IT staff to implement long-term solutions and system improvements.

• Assist with the deployment of new software applications, system updates, and security patches in a remote environment.

• Collaborate with other IT teams (e.g., Network Operations, System Administration) to resolve cross-functional issues.

• Maintain a high level of customer satisfaction through professional, patient, and effective communication.

Qualifications

Required Skills & Experience:

• Minimum 3 years of experience in a Technical Support, Helpdesk, or similar IT role, with a strong focus on remote support.

• Proven ability to troubleshoot and resolve complex technical issues related to hardware, software, and networking.

• Expertise in administering and supporting Microsoft Windows (10/11) and/or macOS operating systems.

• Strong knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, VPNs, and wireless technologies.

• Experience with a ticketing system (e.g., ServiceNow, Jira Service Desk, Zendesk) and remote access tools.

• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.

• Strong analytical and problem-solving abilities with a detail-oriented approach.

Preferred Skills & Certifications:

• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field.

• Industry certifications such as CompTIA A+ , Network+ , Security+ , or Microsoft certifications (e.g., Microsoft 365 Certified: Modern Desktop Administrator Associate ).

• Experience with scripting languages like PowerShell or Bash.

• Familiarity with cloud environments (e.g., AWS, Azure) and virtualization technologies (e.g., VMware, Hyper-V).

Excellent verbal and written English communication skills and the ability to interact professionally with a diverse group are required.

CTG does not accept unsolicited resumes from headhunters, recruitment agencies, or fee based recruitment services for this role.

To Apply:

To be considered, please apply directly to this requisition using the link provided. For additional information, please contact Emily Drew at [email protected]. Kindly forward this to any other interested parties. Thank you!

About CTG

CTG, a Cegeka company, is at the forefront of digital transformation, providing IT and business solutions that accelerate project momentum and deliver desired value. Over nearly 60 years, we have earned a reputation as a faster and more reliable, results-driven partner. Our vision is to be an indispensable partner to our clients and the preferred career destination for digital and technology experts. CTG leverages the expertise of over 9,000 team members in 19 countries to provide innovative solutions. Together, we operate across the Americas, Europe, and India, working in close cooperation with over 3,000 clients in many of today's highest-growth industries. For more information, visit www.ctg.com .

Our culture is a direct result of the people who work at CTG, the values we hold, and the actions we take. In other words, our people define our culture. It's a living, breathing thing that is renewed every day through the ways we engage with each other, our clients, and our communities. Part of our mission is to cultivate a workplace that attracts and develops the best people, reflected by our recognition as a Great Place to Work Certified™ company across many of our global operations.

CTG will consider for employment all qualified applicants including those with criminal histories in a manner consistent with the requirements of all applicable local, state, and federal laws.

CTG is an Equal Opportunity Employer. CTG will assure equal opportunity and consideration to all applicants and employees in recruitment, selection, placement, training, benefits, compensation, promotion, transfer, and release of individuals without regard to race, creed, religion, color, national origin, sex, sexual orientation, gender identity and gender expression, age, disability, marital or veteran status, citizenship status, or any other discriminatory factors as required by law. CTG is fully committed to promoting employment opportunities for members of protected classes.