Help Desk Technician: IT Support & On-Call

6AM City, LLC; Illinois; On-site; USD 42,000 - 52,000; Full time

Job summary

Advanced Intelligence Engineering, a Wheaton, IL-based Managed Services IT provider, seeks a Help Desk Technician to deliver first-tier support via phone, email, and remote access. You will triage tickets, configure devices, and assist with onboarding for new clients in a fast-paced environment.

Responsibilities include on-call duties, incident tracking, and collaboration with engineers to resolve issues and document procedures. Travel to client sites around Chicago may be required.

Qualifications

• 2+ years of desktop and/or network troubleshooting and support.
• Experience with Windows OS Win 10/11.
• Understanding of DNS, DHCP, switches, VPNs, and remote access.
• Excellent written and verbal communication skills.
• Target certifications within 90 days of hire: Network+, A+, Security+; MCSA: Windows 10/11 Solutions Associate; MCSA: Office 365 Solutions Associate.
• Must pass a criminal background test; valid driver’s license; travel to client sites around Chicago; on‑call rotation.

Responsibilities

• Provide first response for inbound support calls and create tickets.
• Monitor and triage tickets and monitoring alerts in the ticketing system.
• Install and coordinate repair of computing devices and peripherals.
• Troubleshoot desktop issues via remote access tools and web apps.
• Collaborate with other IT support to identify permanent solutions.
• Coordinate depot support for desktops and laptops.
• Assist network engineering team on onboarding for new clients.
• Complete infrastructure project tasks and document procedures.
• Provide back-up support to other technicians.

Skills

Desktop troubleshooting

Network troubleshooting

Windows 10/11

DNS

DHCP

VPN

Remote support

Communication skills

On-call rotation

Documentation

Tools

Ticketing system

Remote desktop tools

On-site deployment

Job description

Advanced Intelligence Engineering, a Wheaton, IL-based Managed Services IT provider, seeks a Help Desk Technician to deliver first-tier support via phone, email, and remote access. You will triage tickets, configure devices, and assist with onboarding for new clients in a fast-paced environment.

Responsibilities include on-call duties, incident tracking, and collaboration with engineers to resolve issues and document procedures. Travel to client sites around Chicago may be required.