IT Help Desk Technician — On-Call & Growth Opportunities

Advanced Intelligence Engineering LLC; Wheaton (IL); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Health insurance

Opportunity for advancement

Paid time off

Training & development

401(k) matching

Competitive salary

Free food & snacks

Job summary

Advanced Intelligence Engineering LLC, a Wheaton, IL-based managed services IT provider, seeks a Help Desk Technician to deliver first-tier support by phone, email, remote access, and on-site visits to client sites around Chicago. You will triage tickets, resolve desktop issues, and assist in onboarding new clients with the engineering team.

The role requires 2+ years in desktop/network support, Windows 10/11 proficiency, and active pursuit of industry certs within 90 days.

Qualifications

• 2+ years of desktop and/or network troubleshooting and support.
• HP/Dell/Lenovo laptops/desktops user setups and migrations.
• Experience with Windows OS Win 10/11.
• Understand DNS, DHCP and general networking principles.
• Knowledge of switches, VPNs and remote access technologies.
• Excellent written and verbal communication skills.
• Must obtain one or more listed certifications within 90 days of hire (Network+, A+, Security+, MCSA: Windows 10/11 Solutions Associate, MCSA: Office 365 Solutions Associate).

Responsibilities

• Provide first response for inbound support calls, create tickets, determine SLA and assign to the correct queue.
• Monitor and triage incoming tickets and monitoring alerts in the ticketing system.
• Install and coordinate repair of desktops and peripherals on-site and via remote access.
• Troubleshoot desktop level issues via remote tools (browsers, backups, printers, email, client apps, web apps).
• Coordinate with other IT vendors to perform root cause analysis and permanent fixes.
• Coordinate depot support for incoming desktops and laptops.
• Assist network engineering team onboarding for new clients.
• Complete infrastructure project tasks as assigned.
• Develop and document Help Desk procedures.
• Provide backup support to other technicians on the Help Desk team.

Skills

Desktop support

Network troubleshooting

Windows 10/11

Networking basics

VPNs

Communication skills

Job description

Advanced Intelligence Engineering LLC, a Wheaton, IL-based managed services IT provider, seeks a Help Desk Technician to deliver first-tier support by phone, email, remote access, and on-site visits to client sites around Chicago. You will triage tickets, resolve desktop issues, and assist in onboarding new clients with the engineering team.

The role requires 2+ years in desktop/network support, Windows 10/11 proficiency, and active pursuit of industry certs within 90 days.