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
• Diploma or bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent professional experience.
• 1–3 years of experience in a help desk, desktop support, or technical support role.
• Strong working knowledge of Windows environments and Microsoft 365 applications.
• Familiarity with basic networking concepts, including LAN/WAN, TCP/IP, and Wi-Fi troubleshooting.
• Ability to troubleshoot common hardware, software, printer, peripheral, and connectivity issues.
• Excellent problem-solving, communication, and customer service skills.
• Ability to manage multiple priorities while maintaining accuracy and professionalism.
Preferred Skills
• Experience with Microsoft 365, Active Directory, endpoint management tools (Defender), and ticketing systems.
• Basic understanding of AI, IT security practices, including access control, endpoint protection, and safe handling of company devices.
• Experience supporting printers, scanners, mobile devices, wireless access points, and conference room technology.
• Familiarity with MS Intune, IT asset management, device provisioning, and hardware lifecycle support.
Professional Skills
• Strong customer service mindset with a focus on timely, courteous, and effective support.
• Ability to communicate technical information clearly to both technical and non-technical users.
• Organized, detail-oriented, and able to work independently in an onsite support environment.
• Demonstrates sound judgment, reliability, and professionalism when handling user issues and company equipment.
• Comfortable collaborating with internal IT teams and external vendors to resolve issues efficiently.
COMPENSATION & BENEFITS:
• Base salary of $80,000/year
• Annual Bonus: 5% of base salary, based on company and/or individual performance
• Medical insurance
• Dental insurance
• Vision insurance
• Wellness Program
• 401k Matching
• HSA/FSA
• LifeLock Identity Theft Protection
• STD/LTD
• Life Insurance
• Tuition Reimbursement
• ESOP (Employee Stock Ownership Plan)
EQUAL OPPORTUNITY EMPLOYER:
World’s Finest Chocolate is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. We prohibit discrimination and harassment of any kind based on race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, veteran status, or any other protected characteristic as outlined by federal, state, or local laws. We celebrate diversity and are dedicated to providing an environment of respect and inclusivity for all employees.