Help Desk Engineer

Location

4801 S. Lawndale Avenue, Chicago, IL

Department

Information Technology Services

Reports To

Sr. Systems Engineer Job Summary ---------------

World’s Finest Chocolate is seeking a dependable, customer-focused Onsite Help Desk Engineer to provide hands-on technical support for employees at our Chicago office. This role is responsible for troubleshooting hardware, software, and basic network issues; supporting daily IT operations; and helping ensure a reliable, efficient, and positive technology experience for all users. Key Responsibilities ------------------------

• Provide onsite support for desktops, laptops, printers, wireless access points, mobile devices, conference room equipment, and other IT peripherals.
• Diagnose and resolve technical issues related to hardware, software, operating systems, connectivity, and basic network access.
• Install, configure, and maintain operating systems, applications, and IT equipment in accordance with company standards.
• Respond to, manage, and prioritize walk-up requests and onsite incidents in a timely and professional manner.
• Manage user accounts, password resets, and access requests using tools such as Active Directory and Microsoft 365.
• Support employee onboarding and offboarding activities, including device setup, equipment distribution, access coordination, and equipment recovery.
• Accurately document issues, resolutions, procedures, and knowledge articles within the ticketing system or knowledge base.
• Collaborate with remote IT team members, infrastructure support teams, and external vendors to resolve escalated issues.
• Follow WFC IT policies, security standards, and industry best practices when supporting users and company technology assets.

Required Qualifications

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• Diploma or bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent professional experience.
• 1–3 years of experience in...