Support Technician

Advanced Intelligence Engineering LLC; Town of Wheaton (WI); On-site; USD 45,000 - 55,000; Full time

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.

Skills

Desktop troubleshooting

Network troubleshooting

Windows 10/11

DNS / DHCP

VPN / remote access

Communication skills

On-call rotation

Education

Network+

A+ Certification

Security+

MCSA: Windows 10/11 Solutions Associate

MCSA: Office 365 Solutions Associate

Tools

Ticketing system

Remote access tools

Windows OS tooling

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-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

• 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

Compensation: $45,000.00 - $55,000.00 per year

AIE works directly with you to leverage technology in favor of your company’s savings and profit.

The technological landscape changes quickly. To remain competitive, you need expert resources to make intelligent business decisions regarding your IT infrastructure, while keeping change under control for the stability of the organization. At AIE, we go beyond technology for technology’s sake and provide true rationale for the use of any current and future IT investments.

Are you willing and able to commute to our office? *

Are you legally authorized to work in the US? *

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