IT Support Technician - Desktop & Network Troubleshooter

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, a Managed Services IT Provider in Wheaton, IL, seeks an IT Support Technician to handle frontline support, triage tickets, and repair coordination across desktop and network devices.

You will work onsite in the Chicago suburbs, assist network engineering onboarding, and contribute to resolving complex issues with remote access tools, VPNs, and standard IT infrastructure tasks.

Qualifications

• 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.
• Excellent written and verbal communication skills.
• Must be able to achieve one or more of the listed certifications within 90 days of hire.

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 including browsers, backups, printers, email, and web apps.
• Work with other IT vendors to perform root cause analysis and develop permanent solutions.
• Coordinate depot support for incoming desktops and laptops.
• Provide onboarding assistance to the network engineering team for new clients.
• Complete infrastructure project related tasks and document procedures.
• Provide back-up technical support to other technicians on the Help Desk Team as needed.

Skills

Desktop & network troubleshooting

Windows 10/11

Networking basics

VPNs & remote access

Communication skills

Ticketing systems

Tools

Remote access tools

IT ticketing system

Networking hardware

Job description

Advanced Intelligence Engineering, a Managed Services IT Provider in Wheaton, IL, seeks an IT Support Technician to handle frontline support, triage tickets, and repair coordination across desktop and network devices.

You will work onsite in the Chicago suburbs, assist network engineering onboarding, and contribute to resolving complex issues with remote access tools, VPNs, and standard IT infrastructure tasks.