Virtual Help Desk Jobs in Chicago, IL (NOW HIRING)

Impact exists because a small group of industry leaders believed companies in our space were doing it wrong. Many prioritized margins while the people doing the work and the clients relying on it became an afterthought. Impact was built differently: invest in great people, trust them to do great work, and deliver the kind of service clients remember. That approach helped us grow from a small office technology company into a national managed services provider, while remaining privately owned and people-first.

What makes Impact special is that growth has never come at the expense of the values that got us here. We continue to reinvest in our people, our capabilities, and the opportunities ahead so employees can grow alongside the business. We’ve built something special, but we’re far from finished. The people who join Impact now will help define what comes next.

The TOC Systems Engineer will be part of Impact Networking’s Managed IT organization under Service Operations.

This role supports customer systems infrastructure and desktop computing through Impact’s incident, request, and change management processes, partnering with end users, internal teams, and third-party vendors to restore service and complete server, workstation, application, backup, monitoring, and cloud-related work.

The ideal candidate will assist with monitoring, troubleshooting, and maintaining server, storage, workstation, cloud, and application environments; maintain and update system documentation; support capacity and lifecycle initiatives under the guidance of senior engineers; and assist with planning changes and implementing corrective actions. This role is designed for an engineer developing technical expertise across multiple technologies while delivering exceptional customer support.

• Provide world-class customer support and technical assistance for Impact Networking customer environments.

• Handle server, workstation, application, backup, monitoring, and cloud-related incidents, change orders, and service requests by restoring service, resolving issues within scope, documenting work performed, and closing cases according to process.

• Monitor customer and core infrastructure by learning alert management platforms, verifying alert validity, following documented troubleshooting procedures, and escalating complex or recurring issues appropriately.

• Follow outlined procedures for customer notification, ticket updates, assignment, escalation, and closure.

• Provide a professional technical interface with customers, internal teams, and vendors.

• Assist in reviewing customer requests and escalate advanced engineering concerns related to configuration, operational impact, or risk.

• Assist with backup, patch management, monitoring, and routine system administration issues.

• Perform documented system configuration changes in response to approved client issues or service requests.

• Troubleshoot system and application issues using documented procedures, available tools, and guidance from senior engineers and TOC managers.

• Document technical work and track time in HaloPSA, including notes, timelines, troubleshooting evidence, resolutions, and operational procedures.

• Keep users informed of ticket status with clear, concise customer communications that express empathy and ownership without unnecessary technical jargon.

• Build familiarity with the client base and customer environments.

• Participate in technical training, mentorship, and certification development to strengthen engineering skills.

• Maintain technical expertise and required industry certifications while staying current with new and emerging systems technologies.

• Serve in scheduled after-hours, on-call rotations, providing timely response and resolution for urgent client incidents and service disruptions.

• Minimum of 2 years of experience in IT support, help desk, systems administration, or technical operations. MSP experience preferred. Relevant internships, technical training, certifications, or equivalent experience may be considered.

• Foundational operational support experience and developing technical troubleshooting skills.

• Foundational knowledge of virtualization, server administration, cloud technologies, endpoint support, and networking concepts.

• Working knowledge or exposure to Windows Server, VMware/ESXi environments, Active Directory, basic network configuration including IP addressing, DNS, and routing, Microsoft Azure, Microsoft 365, Azure Virtual Desktop concepts, backup and disaster recovery solutions such as Datto, endpoint management and workstation support, and monitoring or remote management tools.

• ITIL and service management familiarity a plus.

• Experience with N-able RMM or similar remote monitoring and management tools a plus.

• Knowledge of HaloPSA platform preferred.

• Proficiency with documentation management platforms.

• Working knowledge of event and incident management systems, including support for Incident, Change, and Service Request requirements.

• Strong communication skills and customer-service focus.

• Strong time-management, organization, writing, and verbal communication skills.

• Ability to communicate and work directly with customers to identify and resolve technical issues within scope.

• Ability to exercise sound judgment, ask for help appropriately, take initiative, work under pressure, and manage multiple priorities.

• Desirable education or certifications include CompTIA A+, CompTIA Network+, CompTIA Server+, CompTIA Security+, Microsoft Azure Fundamentals, Microsoft 365 Fundamentals, Microsoft Security, Compliance, and Identity Fundamentals, Microsoft Certified: Modern Desktop Administrator Associate, or other associate-level Microsoft certifications.

• Bachelor’s degree in Business Management, Computer Science, Information Technology, or equivalent work experience preferred.

Behaviors define what our core values look like in action. Leaders are expected to model them; teams are expected to live them:

• Innovation: We embrace change because innovation lives outside the comfort zone.

• Passion: We are driven by purpose, fueled by passion, and obsessed with making an impact.

• Honesty: We are fiercely transparent and consistently honest.

• Fun: We fuel work with fun, knowing life's too short for boring.

• Low Ego: We champion ideas over titles, because brilliance knows no rank.

• One Team: We win as a team, we lose as a team, we are one team.

Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to skillset, experience and training, licensures and/or certifications, and other organizational needs.

Impact may offer applicable incentive compensation plans depending on role and/or department.

Full compensation details can and will be discussed with an Impact Talent Acquisition team member at the start of the interview process.

• 5-year Tiffany & Co. Gift Card or Custom Menswear, 10-year Custom Rolex, 20-year $20,000 Check incentive rewards

• Valuable time off with up to 20 days of PTO, 7 Paid Sick Days, 12+ paid holidays, and Paid Parental Leave

• Development and growth opportunities with on-going training & continued education reimbursement

• 401(K) & retirement plans with complimentary financial advisory services

• Comprehensive health, disability, life, dental, and vision plans

For full benefit information, visit https://www.impactmybiz.com/careers/#benefits

Candidates must be authorized to work in the United States at the time of application. Immigration sponsorship may be considered in select cases based on business need, cost, workforce planning, and applicable government requirements. Impact does not guarantee sponsorship for any visa category and may decline certain petitions based on associated costs or regulatory requirements.

Certain positions within Impact may involve access to information, technology, software, or technical data that is subject to U.S. export control laws and regulations, including the International Traffic in Arms Regulations (ITAR) and the Export Administration Regulations (EAR). Where required by applicable law based on the nature of the role, individuals in such positions must qualify as a “U.S. Person,” as defined by law, or otherwise be eligible to obtain any required government authorizations.

Compensation Range: $75K - $90K