Apply on Employer Site

Advanced Intelligence Engineering · 3 weeks ago

Help Desk Support Technician - MSP

Wheaton, IL 60187

Full-time

Onsite

Entry Level

$45K/yr - $45K/yr

1+ years exp

Advanced Intelligence Engineering is a Managed Services IT Provider located in Wheaton, IL, servicing the SMB marketplace in Chicago and the suburbs. The Help Desk Technician provides first tier technical and functional support to AIE’s client community through various communication channels and troubleshooting methods.

ConsultingInformation TechnologySoftware

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

Qualification

Desktop troubleshootingNetwork troubleshootingWindows OS 8/10/11Networking conceptsIT certificationsTechnical communication

Required

1-2+ 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 8/10/11

Understanding of switches, VPNs, remote access technologies, networking (e.g. DNS, DHCP)

Candidate must possess excellent written and verbal communication skills

Currently possess or able to achieve one or more of the following certifications within 180 days of hire: Network+, A+, Security+, MD-100/MD-101 MS Modern Desktop Administrator Associate, AZ-104: Azure Administrator 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 (one week out of every 4-6 weeks)