IT Support Technician

Advanced Intelligence Engineering LLC; Wheaton (IL); On-site; USD 45,000 - 60,000; Full time

Job summary

A leading managed services IT provider in Wheaton, IL, is seeking a Support Desk Technician to deliver outstanding technical support. The role involves troubleshooting desktop issues, managing incoming support calls, and providing client onboarding. Ideal candidates will have a strong background in desktop support, excellent communication skills, and relevant certifications. This full-time position offers competitive compensation and a comprehensive benefits package.

Benefits

401(k) matching

Bonus based on performance

Company parties

Free food & snacks

Health insurance

Paid time off

Qualifications

• 3+ years’ experience in desktop troubleshooting and support.
• Experience with HP/Dell/Lenovo devices and Windows OS.
• Certifications in networking or desktop administration required within 180 days.

Responsibilities

• Provide first response for inbound support calls and ticket management.
• Troubleshoot desktop issues via remote access tools.
• Assist with on-boarding and infrastructure project tasks.

Skills

Desktop troubleshooting

HP/Dell/Lenovo setup

Windows OS 10/11

Microsoft Office 365

Networking Principles

Communication skills

Education

Network+

A+

MD-100: Windows Client

Microsoft 365 Certified

AZ-104: Azure Administrator

Job description

Benefits:

401(k) matching

Bonus based on performance

Company parties

Free food & snacks

Health insurance

Paid time off

Advanced Intelligence Engineering is a Managed Services IT Provider located in Wheaton, IL. AIE services the SMB marketplace in Chicago and the suburbs, providing cutting edge technology support and solutions. The Support Desk Technician provides first and second tier technical and functional support by telephone, email, remote computer and on-site visits to AIE’s client community.

Duties and 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 AIE’s ticketing system

· Install and coordinate repair of a wide variety of computing devices and peripherals on the desktop and attached to network

· Troubleshoot and resolve desktop level issues via remote access tools relating to installation, configuration and functional / technical support including Web browsers, back-ups, wired and wireless setups, printers, email, third party client applications, and Web applications

· Work with other IT vendor technical support organizations to perform root cause analysis and develop permanent solutions to prevent recurring issues

· Coordinate depot support for incoming desktops and laptops

· Provide on-boarding assistance to the network engineering team for new clients

· Complete infrastructure project related tasks, as assigned

· Develop and document technical help desk procedures

· Provide back-up technical support assistance to other technicians on the Support Desk Team as needed

Qualifications:

· 3+ years’ experience in desktop troubleshooting and support

· HP/Dell/Lenovo Laptops/Desktops: user setups and migrations to new equipment/troubleshooting

· Experience with Windows OS 10/11

· Experience with Microsoft Office 365

· Understand Networking Principles (e.g. DNS, DHCP) and Windows Server technologies

· Understanding of switches, VPNs & remote access technologies

· Candidate must possess excellent written and verbal communication skills

· Currently possess or able to achieve one or more of the following certifications within 180 days of hire:

o Network+, A+

o MD-100: Windows Client / MD-102: EndPoint-Administrator

o Microsoft 365 Certified: Modern Desktop Administrator Associate

o AZ-104: Azure Administrator

Other Requirements:

· Must be able to pass a criminal background test

· Must have a valid driver’s license and reliable transportation

· Must be able to travel to client sites in and around Chicago from time-to-time

· Must be available to work outside normal business hours when necessary

· Must be willing to work as part of an on-call rotation

The job is full-time, salaried non-exempt, and includes health insurance and retirement benefits.