IT Service Desk Engineer- 2nd Shift

IT Service Desk Engineer - 2nd Shift

Location:

Lake Forest, Illinois

Posted:
January 9, 2026

Impact is a leading national managed services provider specializing in IT & Cloud, Cybersecurity, Digital Transformation & AI, Integrated Marketing, and Print & Document Management. We bring enterprise‑level resources to SMB and midmarket customers, focusing on customer‑centric excellence and tailored solutions.

The Unified Support Service Desk runs 24/7/365. Second Shift schedule:

• Saturday – Tuesday: 1 PM – 12 AM

Technical

• Provide Tier 2 end‑user IT support escalated from Tier 1 analysts
• Identify, document, and troubleshoot user computing issues to resolution and maintain customer satisfaction
• Work within a structured problem‑management process for user problems
• Collaborate with advanced engineering resources and vendors for escalated support

Documentation and Reporting

• Document incidents in Impact’s ticketing system on time
• Run historical reports to identify recurring service disruptions
• Document problem resolution and best‑practice processes
• Assist with onboarding of new clients and users
• Run diagnostic applications to resolve problems

General

• Participate in ongoing training and attainment of manufacturer certifications
• Develop and maintain positive relationships with customers and engineers through exceptional service

Required Skills and Experience

• Windows Server 2019‑2025 administration
• Active Directory management and maintenance
• DNS, DHCP, VPN and foundational networking concepts
• Management of user accounts, licenses, and permissions via Office 365 admin portal
• Troubleshooting of Office 365 applications and services
• Strong IT diagnostic abilities
• Strong written and verbal communication skills
• Experience as a NOC technician/engineer, IT support engineer, network support engineer, systems administrator, or similar role

Valued Skills and Experience

• Remote Desktop Services and RMM familiarity
• VMware, Hyper‑V, and other virtualization technologies
• Azure and other cloud solutions
• Microsoft Exchange, SQL, and SharePoint management
• Storage solutions: SAN, NAS, Shared Storage
• Experience in a Microsoft Partner organization
• Experience at a managed services organization

Valued Certifications, Licenses, Registrations

• Microsoft Fundamentals/Associate certifications
• CompTIA A+, Network+, Server+, Security+, etc.
• Cisco certifications

• Innovation
  :
  Embrace change outside the comfort zone
• Passion
  :
  Driven by purpose and obsessed with impact
• Honesty
  :
  Fiercely transparent and consistently honest
• Fun
  :
  Fuel work with fun, knowing life’s too short for boredom
• Low Ego
  :
  Champion ideas over titles, brilliance knows no rank
• One Team
  :
  Win as a team, lose as a team, one team

• Up to 20 days PTO
• Up to 7 paid sick days
• 12+ paid holidays
• Paid parental leave
• Comprehensive Health, Disability, Life, Dental and Vision plans
• 401(k) & retirement plans
• Tenure incentives at 5‑year, 10‑year, 20‑year marks (gift cards, watches, $20,000 check)
• Continued education reimbursement
• Ongoing training & development opportunities

Wage range: $59,500–$70,500 (based on skill set, experience, licenses). Join Impact—where your ideas matter, growth is supported, and your work creates real change.