Support Technician

Advanced Intelligence Engineering; Wheaton (IL); On-site; USD 45,000 - 65,000; 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 in Wheaton, IL is seeking a Desktop Support Technician to provide first response to inbound calls, create tickets, and perform desktop and peripheral repairs on-site and remotely as needed.

You will monitor tickets, troubleshoot Windows 10/11, and work with networking basics (DNS/DHCP, VPNs). A 2+ year track record, excellent communication, and willingness to travel around Chicago are required; some after-hours on-call work may be needed.

Qualifications

• 2+ years’ experience in desktop and network troubleshooting and support.
• 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
• 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

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

Skills

Desktop & Network Support

Windows 10/11

DNS/DHCP Networking

VPN/Remote Access

Communication Skills

Tools

HP/Dell/Lenovo Hardware

Job description

Benefits

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

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.

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: Other Requirements

• 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
• 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