Support Technician

6AM City, LLC; Illinois; On-site; USD 42,000 - 52,000; Full time

Job summary

Advanced Intelligence Engineering, a Wheaton, IL-based Managed Services IT provider, seeks a Help Desk Technician to deliver first-tier support via phone, email, and remote access. You will triage tickets, configure devices, and assist with onboarding for new clients in a fast-paced environment.

Responsibilities include on-call duties, incident tracking, and collaboration with engineers to resolve issues and document procedures. Travel to client sites around Chicago may be required.

Qualifications

• 2+ years of desktop and/or network troubleshooting and support.
• Experience with Windows OS Win 10/11.
• Understanding of DNS, DHCP, switches, VPNs, and remote access.
• Excellent written and verbal communication skills.
• Target certifications within 90 days of hire: Network+, A+, Security+; MCSA: Windows 10/11 Solutions Associate; MCSA: Office 365 Solutions Associate.
• Must pass a criminal background test; valid driver’s license; travel to client sites around Chicago; on‑call rotation.

Responsibilities

• Provide first response for inbound support calls and create tickets.
• Monitor and triage tickets and monitoring alerts in the ticketing system.
• Install and coordinate repair of computing devices and peripherals.
• Troubleshoot desktop issues via remote access tools and web apps.
• Collaborate with other IT support to identify permanent solutions.
• Coordinate depot support for desktops and laptops.
• Assist network engineering team on onboarding for new clients.
• Complete infrastructure project tasks and document procedures.
• Provide back-up support to other technicians.

Skills

Desktop troubleshooting

Network troubleshooting

Windows 10/11

DNS

DHCP

VPN

Remote support

Communication skills

On-call rotation

Documentation

Tools

Ticketing system

Remote desktop tools

On-site deployment

Job description

Job Description

Job Description

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-boarding 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:

• 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

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