IT Support Technician

Advanced Intelligence Engineering; Wheaton (IL); On-site; USD 45,000 - 65,000; Full time

Job summary

A leading Managed Services IT Provider is seeking a Support Desk Technician to provide technical support through various channels, including phone and email, while managing and triaging incoming support requests. This full-time position requires excellent troubleshooting skills, effective communication, and the ability to work independently and as part of a team. Candidates should have a strong background in desktop support with specific experience in Windows OS and other IT principles, as well as a commitment to ongoing professional development through certifications.

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 setups and migrations.
• Understanding of networking principles and Windows Server.

Responsibilities

• Provide first response for inbound support calls and create tickets.
• Troubleshoot desktop-level issues via remote access.
• Coordinate repair of computing devices.

Skills

Desktop troubleshooting

Technical support

Excellent communication skills

Networking Principles

Windows OS 10/11

Microsoft Office 365

Remote access technologies

Education

Network+

A+

MD-100: Windows Client

MD-102: EndPoint-Administrator

Microsoft 365 Certified: Modern Desktop Administrator Associate

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:
• Network+, A+
• MD-100: Windows Client / MD-102: EndPoint-Administrator
• Microsoft 365 Certified: Modern Desktop Administrator Associate
• 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.