Escalation Service Desk Technician

At CTS, a New Charter Company, we are seeking an Escalation Technician in Sparta, IL (in other companies this person could hold the title of Tier 2 Help Desk, Desktop Support, Senior IT Support Technician) to resolve advanced technical issues and support client IT environments.

This is an onsite position based in Sparta, IL.

In this role, you will serve as the primary escalation point for advanced technical issues across IT systems, printers, phones/VOIP, CCTV, and access control environments, partnering closely with collaborating teams and clients. You will leverage platforms such as Microsoft 365, Active Directory, and network management tools to troubleshoot and resolve complex incidents, provide second-level support, and assist with system implementations and upgrades. Additionally, you will help ensure client environments remain stable, secure, and optimized by coordinating across CTS teams and driving consistent, high-quality service delivery.

In this role, you will serve as the primary escalation point for advanced technical issues across IT systems, networking, printers, VoIP, CCTV, and access control environments, partnering closely with internal teams and clients. You will apply hands-on experience with Microsoft 365 (O365), Active Directory, and network infrastructure, including IP addressing, DHCP, and wifi, to troubleshoot and resolve complex incidents, support user and device management, and assist with system implementations, migrations, and upgrades across client environments.

To be successful in this role, you bring proven experience supporting Microsoft 365 and Active Directory/Entra ID environments, along with a strong foundation in network and endpoint troubleshooting, including firewalls, access points, VLANs, and related technologies. You are comfortable managing escalations in a fast-paced MSP setting, balancing multiple priorities while maintaining detailed documentation and delivering clear, professional communication to both technical teams and end users.

We understand that great candidates may not meet every requirement listed. If you meet around 70% of the qualifications and are excited about this role, we encourage you to apply.

General job duties include:

• Serve as escalation support and first point of contact for complex service tickets across IT system and networking issues

• Troubleshoot PCs, printers, VPN, email, and file access issues including drive mapping and user setup

• Support network environments including IP addressing, DHCP configuration, and wifimanagement

• Assist with VoIP systems including user setup and password resets

• Provide basic support for CCTV systems including user management and footage retrieval

Required Experience:

• Strong experience with Microsoft 365 (O365) and advanced Active Directory administration

• Hands-on experience with printer support and print management in networked environments

• Solid networking experience, including firewall configuration and management (Meraki, Fortinet, or similar) and troubleshooting VLAN issues

• Experience supporting and maintaining network infrastructure and services

• Experience with Windows Server installations, deployments, and ongoing maintenance

Preferred Experience:

• Prior experience working in a Managed Service Provider (MSP) environment is preferred but no required

• Familiarity with Entra ID (Azure AD)

• Experience with Microsoft security tools, including Conditional Access policies

• Experience with Microsoft Intune for device management

Compensation:

The compensation is expected to start at $22/hour or higher. This position is overtime qualified. Our offer will be determined by multiple factors including candidate experience and expertise and may vary from the amount listed above.