Help Desk Support Technician - MSP

Advanced Intelligence Engineering LLC•Wheaton, IL

59d

About The Position

Support Technician 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.

Requirements

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
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)

Nice To Haves

Currently possess or able to achieve one or more of the following certifications within 180 days of hire: Network+, A+, Security+oMD-100/MD-101 MS Modern Desktop Administrator AssociateoAZ-104: Azure Administrator 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 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