Lead Support Desk Engineer Advanced Computer Specialists, Inc. (ACS) Bradley, IL 60901 | Hybrid Full-time | $70,000-$85,000 per year About the Role Advanced Computer Specialists (ACS) is a local Managed Service Provider helping small and medium-sized businesses keep their technology secure, reliable, and running smoothly. We're looking for an experienced Lead Support Desk Engineer to join our team. This is a hands-on position. You'll work support tickets alongside our other technicians, but you'll also help keep the entire support desk moving. You'll assist with triage, handle escalations, review ticket activity, help other technicians when they're stuck, and identify recurring problems that need more than another quick fix. We're looking for someone who takes ownership—not just of their own tickets, but of the overall client support experience. What You'll Do Work support tickets and troubleshoot Level 2 and more complex technical issues Help triage incoming tickets and determine priorities Serve as a technical escalation point for other technicians Help technicians troubleshoot issues rather than simply taking over every difficult ticket Review ticket counts and support desk activity daily Identify aging, stalled, unassigned, or improperly prioritized tickets Make sure clients receive appropriate updates and issues continue moving toward resolution Regularly review ticket trends, recurring problems, escalations, and unusually high support activity Help identify opportunities to permanently resolve recurring issues Maintain strong ticket documentation and service desk standards Help improve support processes, documentation, and technician performance Technical Experience We're looking for a strong IT generalist with experience supporting small and medium-sized business environments. Experience should include many of the following: Microsoft 365 Windows desktops and servers Active Directory and Entra ID Networking and Wi-Fi Firewalls and switches Hyper-V or other virtualization platforms Backup and disaster recovery Endpoint security, EDR, and MDR RMM and PSA/ticketing platforms Cloud services Printers and peripherals Line-of-business applications You don't need to know every product we use on your first day. You do need strong troubleshooting skills, solid technical fundamentals, and the ability to learn. What We're Looking For 4+ years of professional IT support or systems administration experience 2+ years of MSP experience strongly preferred Experience as a senior technician, escalation engineer, team lead, or similar role Strong troubleshooting and problem-solving skills Ability to prioritize multiple issues in a fast-moving support environment Strong communication skills with both technical and non-technical people Good documentation and ticket-management habits Ability to coach and assist other technicians A strong sense of ownership and accountability A focus on finding the cause of recurring problems—not simply closing tickets Previous management experience is helpful but isn't required. This is not a management-only position. We're looking for an experienced engineer who enjoys staying technical while taking greater responsibility for the success of the support desk.

Compensation & Benefits Salary:

$70,000-$85,000 per year, based on experience Benefits include: Health insurance Dental insurance Vision insurance Health savings account Paid time off Professional development assistance Retirement plan Employee discount Hybrid work opportunities Work Location This is a hybrid position based out of our office in Bradley, Illinois . Candidates must be able to commute to our Bradley office and occasionally travel to client locations in the surrounding area. Why ACS? We're a local IT company serving local businesses. Our clients depend on us to keep their employees working, their systems secure, and their businesses running. We're looking for someone who enjoys solving difficult technical problems but also sees the bigger picture. If you're the kind of engineer who notices a ticket isn't moving, helps a teammate who's stuck, looks for patterns behind recurring problems, and takes ownership without waiting to be asked, we'd like to talk with you.y!

Pay:

$70,000.00 - $85,000.00 per year

Benefits:

Dental insurance Employee assistance program Employee discount Health insurance Health savings account Paid time off Professional development assistance Retirement plan Tuition reimbursement Vision insurance

Experience:

IT support: 4 years (Required) Managed IT Service (MSP): 2 years (Required)

Work Location:

In person