Help Desk Technician (Tier 1-2)

About the role

Lyra Technology Group is seeking a Help Desk Technician (Tier 1-2) for our OpCo, Network IT Easy, in Lisle, Illinois. This individual will be responsible for supporting clients through their helpdesk system, owning tickets from start to finish, and serving as a professional and reliable face of the company.

About Network IT Easy

Network IT Easy Inc. is a Managed Services Provider (MSP) and technical support outsourcing company located in Lisle, IL. They specialize in supporting small and medium-sized businesses with IT consulting, managed services, network design, cybersecurity, disaster recovery, and more. Externally, their focus is delivering exceptional support and being a true partner to their clients. Internally, they value strong culture, teamwork, accountability, and camaraderie. Network IT Easy proudly earned first place in the 2025 “Best Workplaces in Illinois.”

Responsibilities

• Monitor and actively work tickets within a helpdesk queue.
• Take full ownership of assigned tickets from start to finish, resolving or properly escalating as needed.
• Communicate clearly and professionally with end users, providing detailed updates, accurate time entries, and thorough documentation.
• Maintain and update client documentation when changes are made or outdated information is identified.
• Represent the company professionally — treat every client issue as if it were your own.
• Identify potential improvement or upgrade opportunities (hardware, network, security, ISP, Microsoft 365, etc.) and communicate them to the appropriate Account Manager or Field Team member.

Qualifications

• 1+ year experience working for a Managed Services Provider (Required)
• Strong troubleshooting and technical support skills (hardware, printers, end-user systems)
• Working knowledge of Microsoft 365 administration (Exchange Online, SharePoint, Entra, Security/Admin Centers); Teams administration preferred
• Familiarity with common MSP tools (RMM, PSA, BCDR, IT Glue, EDR/MDR, etc.)
• Excellent written and verbal communication skills
• Strong problem-solving ability with a clear sense of ownership and accountability
• Ability to work both independently and collaboratively
• Associate/Bachelor’s Degree in related field or equivalent experience preferred

Benefits

• 401(k) with company matching
• Medical, dental, and vision insurance (with telehealth)
• Life insurance and disability coverage (short- and long-term)
• Unlimited paid time off
• Weekly DoorDash meal benefit
• Rewards and recognition program
• Certification bonuses and professional growth opportunities

Pay

The targeted base compensation for this role is $50–65,000 per year.

Schedule

This role operates on a hybrid basis out of Lisle, IL after the training period (on-site required during the training period, approximately 45 days). Relocation is not provided, and candidates must currently reside in or near Lisle, IL (60532).