IT Support Technician - Desktop & Network, On-Call

Advanced Intelligence Engineering; Wheaton (IL); On-site; USD 45,000 - 65,000; 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 in Wheaton, IL is seeking a Desktop Support Technician to provide first response to inbound calls, create tickets, and perform desktop and peripheral repairs on-site and remotely as needed.

You will monitor tickets, troubleshoot Windows 10/11, and work with networking basics (DNS/DHCP, VPNs). A 2+ year track record, excellent communication, and willingness to travel around Chicago are required; some after-hours on-call work may be needed.

Qualifications

• 2+ years’ experience in desktop and network troubleshooting and support.
• Experience with Windows OS Win 10/11.
• Understand Networking Principles (e.g. DNS, DHCP)
• 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 90 days of hire:
• Network+, A+, Security+
• MCSA: Windows 10/11 Solutions Associate
• MCSA: Office 365 Solutions Associate
• 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

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 Help Desk Team as needed

Skills

Desktop & Network Support

Windows 10/11

DNS/DHCP Networking

VPN/Remote Access

Communication Skills

Tools

HP/Dell/Lenovo Hardware

Job description

Benefits:

• Health insurance
• Opportunity for advancement
• Paid time off
• Training & development
• 401(k) matching
• Competitive salary
• Free food & snacks
  
  
  

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 Help Desk Technician provides first 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 Help Desk Team as needed
  
  
  

Qualifications: Other Requirements:

• 2+ years’ experience in desktop and/or network troubleshooting and support
• HP/Dell/Lenovo Laptops/Desktops: user setups and migrations to new equipment/troubleshooting
• Experience with Windows OS Win 10/11
• Understand Networking Principles (e.g. DNS, DHCP)
• 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 90 days of hire:
• Network+, A+, Security+
• MCSA: Windows 10/11 Solutions Associate
• MCSA: Office 365 Solutions Associate
• 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