Service Technician Tier 1

All Information Services, Inc.; Oakbrook Terrace (IL); Sur place; USD 42 000 - 62 000; Plein temps

Avantages offerts par ce poste

Medical, dental, vision coverage

Paid time off

Retirement savings options

Résumé du poste

All Information Services, Inc. is seeking a motivated IT Help Desk specialist to support end users in a Tier 1 capacity. You will diagnose and resolve common Windows, MS 365, and AD issues, document actions, and communicate clearly with clients to set expectations.

This role requires strong customer service skills, the ability to multitask, and willingness to participate in after-hours rotation and on-site travel to client sites in Oakbrook Terrace, IL. A valid driver's license is preferred.

Qualifications

• 1+ years in IT support or help desk.
• Windows, Microsoft 365, and Active Directory knowledge.
• Strong communication and customer service skills.

Responsabilités

• Own resolution of Tier 1 end-user service issues.
• Communicate with clients to set expectations and timelines.
• Document work clearly and thoroughly.
• Escalate when needed and follow defined processes.
• Support password resets, MFA, and onboarding/offboarding tasks.
• Assist with device issues and VPN/DNS connectivity.
• Participate in After Hours Support rotation.
• On-site travel with valid driver's license.

Connaissances

End-user support

Active Directory

Microsoft 365

Networking basics

Troubleshooting

Communication

Formation

Associate degree

Outils

Ticketing systems

RMM/PSA tools

VPN troubleshooting

Description du poste

Key Responsibilities

• Own resolution of end-user service issues within Tier 1 scope
• Own client communication for assigned work, ensuring expectations and timelines are clearly set and maintained
• Own ticket documentation quality, ensuring all work and context are captured clearly
• Identify risk early and escape when resolution, timelines, or expectations are at risk
• Execute within defined service standards to ensure consistent delivery
• Demonstrate sound judgment within role scope, troubleshooting effectively prior to escalation
• Restore end-user productivity by resolving common, repeatable issues using standard processes
• Support identity and access functions including password resets, user changes, and MFA processes
• Execute user onboarding and offboarding tasks
• Troubleshoot workstation, OS, and peripheral issues
• Support endpoint security tasks including antivirus and MFA troubleshooting
• Troubleshoot mobile device connectivity and basic issues
• Support email and Microsoft 365 user-level issues including profiles, delivery rules, and spam
• Troubleshoot printing, scanning, and driver issues
• Troubleshoot client-side networking including VPN, DNS, and connectivity issues
• Support user-level telephony issues including softphones and call routing
• Participation in the After Hours Support rotation is required, including availability to respond to client emergencies outside of standard business hours
• Own basic low-voltage cabling execution, including pulling, routing, terminating, and testing cable as required to support service and infrastructure needs

Technical Skills

• Foundational knowledge of end-user systems and troubleshooting
• Ability to follow defined processes and standard procedures consistently
• Ability to document work clearly and accurately
• Basic understanding of Active Directory and Microsoft 365
• Ability to identify when escalation is required
• Strong communication skills with end users

Basic Qualifications

• 1+ years of experience in an IT support, service desk, or help desk role
• Foundational knowledge of Windows operating systems, Microsoft 365, and Active Directory
• Basic understanding of networking concepts (DNS, DHCP, TCP/IP, VPN)
• Experience troubleshooting hardware, software, and end-user issues in a professional environment
• Strong communication and customer service skills with the ability to support non-technical users
• Ability to manage multiple tasks, prioritize work, and follow defined processes and service standards
• Valid driver's license and access to a reliable vehicle for client onsite support and travel

Preferred Qualifications

• Experience working in a managed services (MSP) environment
• Familiarity with ticketing systems, RMM, or PSA tools
• Exposure to Microsoft 365 administration and cloud-based environments
• Industry certifications such as CompTIA A+, Network+, or Microsoft Fundamentals
• Associate’s degree, technical certification, or equivalent hands-on experience in Information Technology
• Demonstrated interest in continuous learning and technical skill development

Benefits

• We offer a comprehensive benefits package designed to support your health, financial well-being, and work-life balance. Benefits include medical, dental, and vision coverage, paid time off, and retirement savings options. Employees may also be eligible for additional compensation, such as bonuses or incentive-based pay, depending on the role.