Help Desk Technician - Tier 1 (Windows / Mac)

Job Description

Job Description

Job description

The Tier 1 Technician provides first tier technical and functional support by telephone, email, and remote control to the AIS client community.

Responsibilities

• Support our proprietary technology solutions
• Perform initial troubleshooting steps remotely with clients.
• Install and uninstall systems and software as required
• Responsible for the timely return of all service parts obtained for customer repairs
• Maintain and update servers and desktops for client environments
• Troubleshoot basic network issues
• All other related duties as assigned

Expectations

• Maintain high customer satisfaction and customer relations skills
• Must account for your time schedule and work capacity
• Responsible for timely submission of required service documentation
• Support and manage the overall service measurement framework that determines service efficiency (SLA's)
• Learn and follow company policies and procedures
• Maintain effective work direction, scheduling, and time management skills
• Maintain a clean and organized work environment
• Attend all scheduled meetings

Requirements / Education / Capabilities

• Experience with the troubleshooting of hardware, desktop operating systems (Win10/11) and software applications, including Microsoft Office is preferred.
• Apple iOS and MacOS familiarity is preferred.
• Familiarity with Active Directory, Exchange, Office 365 is a plus.
• Linux experience is a plus
• Experience with RMM solutions and ticketing systems is a plus
• Technical certifications preferred
• Customer Service and Client Relationship management skills
• Excellent communication skills – both written and verbal
• Ability to work within a team environment
• ·Must be able to pass a drug and criminal background test
• ·Must have reliable transportation and be willing to travel around the Chicagoland area on a regular basis if field work is wanted (field work is a preference and is not required).
• Must be able to lift and carry equipment as needed (50+ lbs)
• Demonstrated understanding of basic and fundamental troubleshooting logic

All Information Services, Inc. (AIS) is a full-service technology solutions firm based in Chicagoland that provides both technology sales, service and consulting. Genuine, understanding and experienced, our technicians, engineers and consultants are real, neighborly people who will work with you one-on-one, locally, to maintain your systems.

Real People, True Partners.

AIS has assisted more than 1,000 clients across Chicagoland, including state and local government, business, non-profit organizations, school districts, residential customers, and more. We are committed to building long-term relationships with our customers and serving as a grounded partner you can trust. This is evidenced by the fact that we still provide service to our very first client, for more than 11 years running! We are less concerned about “making a sale” and more concerned about figuring out how we can strengthen your business, allowing you to stay focused on your daily tasks. From the day we install a new piece of equipment or fix one that isn’t working, we will be a watchful steward of your technology applications.

More information available at www.aislabs.com

Job Type: Full-time

Benefits:

· Dental insurance

· Health insurance

· Life insurance

· Paid time off

· Retirement plan

· Vision insurance

Schedule:

· 8 hour shift

· Monday to Friday 8:30AM-5:00PM. Flexible work hours are also available.

Work Location: In person