Support Technician

Advanced Intelligence Engineering LLC; Wheaton (IL); On-site; USD 42,000 - 56,000; 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 LLC, a Wheaton, IL-based managed services IT provider, seeks a Help Desk Technician to deliver first-tier support by phone, email, remote access, and on-site visits to client sites around Chicago. You will triage tickets, resolve desktop issues, and assist in onboarding new clients with the engineering team.

The role requires 2+ years in desktop/network support, Windows 10/11 proficiency, and active pursuit of industry certs within 90 days.

Qualifications

• 2+ years of desktop and/or network troubleshooting and support.
• HP/Dell/Lenovo laptops/desktops user setups and migrations.
• Experience with Windows OS Win 10/11.
• Understand DNS, DHCP and general networking principles.
• Knowledge of switches, VPNs and remote access technologies.
• Excellent written and verbal communication skills.
• Must obtain one or more listed certifications within 90 days of hire (Network+, A+, Security+, MCSA: Windows 10/11 Solutions Associate, MCSA: Office 365 Solutions Associate).

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 desktops and peripherals on-site and via remote access.
• Troubleshoot desktop level issues via remote tools (browsers, backups, printers, email, client apps, web apps).
• Coordinate with other IT vendors to perform root cause analysis and permanent fixes.
• Coordinate depot support for incoming desktops and laptops.
• Assist network engineering team onboarding for new clients.
• Complete infrastructure project tasks as assigned.
• Develop and document Help Desk procedures.
• Provide backup support to other technicians on the Help Desk team.

Skills

Desktop support

Network troubleshooting

Windows 10/11

Networking basics

VPNs

Communication skills

Job description

Benefits

• Health insurance
• Opportunity for advancement
• Paid time off
• Training & development
• 401(k) matching
• Competitive salary
• Free food & snacks

Company

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.

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