On-Call Help Desk Technician — Desktop & Network Support

Advanced Intelligence Engineering LLC

Town of Wheaton (WI)

On-site

USD 45,000 - 55,000

Full time

4 days ago

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Job summary

Advanced Intelligence Engineering LLC in Wheaton, IL, is seeking a Help Desk Technician to provide first-tier technical and functional support by phone, email, remote access, and on-site visits to our client community. Responsibilities include triaging tickets, resolving desktop and network issues, coordinating repairs, and collaborating with vendor teams.

Qualified candidates will have 2+ years of desktop/network troubleshooting, Windows 10/11 experience, VPN/remote access knowledge, and

Qualifications

2+ years of desktop and/or network troubleshooting and support.
Experience with Windows OS Win 10/11.
Understanding of DNS, DHCP and networking principles.
Understanding of switches, VPNs and remote access technologies.
Excellent written and verbal communication skills.
Must obtain 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 the ticketing system.
Install and coordinate repair of computing devices and peripherals on desktop and network.
Troubleshoot desktop issues via remote access tools including browsers, backups, printers, email, and Web apps.
Collaborate with other IT vendor support to perform root cause analysis and permanent solutions.
Coordinate depot support for desktops and laptops.
Provide onboarding assistance to the network engineering team for new clients.
Complete infrastructure project tasks as assigned.
Develop and document technical help desk procedures.
Provide backup technical support to other technicians on the Help Desk Team.