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Service Technician Tier 1
Job
All Information Services, Inc.
Oakbrook Terrace, IL (In Person)
Full-Time
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Job Description
Key Responsibilities Own resolution of end-user service issues within Tier 1 scope Own client communication for assigned work, ensuring expectations and timelines are clearly set and maintained Own ticket documentation quality, ensuring all work and context are captured clearly Identify risk early and escalate when resolution, timelines, or expectations are at risk Execute within defined service standards to ensure consistent delivery Demonstrate sound judgment within role scope, troubleshooting effectively prior to escalation Restore end-user productivity by resolving common, repeatable issues using standard processes Support identity and access functions including password resets, user changes, and MFA processes Execute user onboarding and offboarding tasks Troubleshoot workstation, OS, and peripheral issues Support endpoint security tasks including antivirus and MFA troubleshooting Troubleshoot mobile device connectivity and basic issues Support email and Microsoft 365 user-level issues including profiles, delivery rules, and spam Troubleshoot printing, scanning, and driver issues Troubleshoot client-side networking including VPN, DNS, and connectivity issues Support user-level telephony issues including softphones and call routing Participation in the After Hours Support rotation is required, including availability to respond to client emergencies outside of standard business hours Own basic lowvoltage cabling execution, including pulling, routing, terminating, and testing cable as required to support service and infrastructure needsTechnical Skills Foundational knowledge of end-user systems and troubleshooting Ability to follow defined processes and standard procedures consistently Ability to document work clearly and accurately Basic understanding of Active Directory and Microsoft 365 Ability to identify when escalation is required Strong communication skills with end usersBasic Qualifications 1+ years of experience in an IT support, service desk, or help desk role Foundational knowledge of Windows operating systems, Microsoft 365, and Active Directory Basic understanding of networking concepts (DNS, DHCP, TCP/IP, VPN) Experience troubleshooting hardware, software, and end-user issues in a professional environment Strong communication and customer service skills with the ability to support non-technical users Ability to manage multiple tasks, prioritize work, and follow defined processes and service standards Valid drivers license and access to a reliable vehicle for client onsite support and travelPreferred Qualifications Experience working in a managed services (MSP) environment Familiarity with ticketing systems, RMM, or PSA tools Exposure to Microsoft 365 administration and cloud-based environments Industry certifications such as CompTIA A+, Network+, or Microsoft Fundamentals Associates degree, technical certification, or equivalent hands-on experience in Information Technology Demonstrated interest in continuous learning and technical skill development recblid a9huvoz479pds5mapbm8oew6ba2fse Not Specified