Job Summary:
AIS, Inc. is a full-service technology solutions firm based in Chicago, IL that provides both technology sales, service and consulting. The Service Technician T1 role focuses on resolving end-user issues efficiently while maintaining clear communication and executing standard service processes.
Responsibilities:
โข Own resolution of end-user service issues within Tier 1 scope
โข Own client communication for assigned work, ensuring expectations and timelines are clearly set and maintained
โข Own ticket documentation quality, ensuring all work and context are captured clearly
โข Identify risk early and escalate when resolution, timelines, or expectations are at risk
โข Execute within defined service standards to ensure consistent delivery
โข Demonstrate sound judgment within role scope, troubleshooting effectively prior to escalation
โข Restore end-user productivity by resolving common, repeatable issues using standard processes
โข Support identity and access functions including password resets, user changes, and MFA processes
โข Execute user onboarding and offboarding tasks
โข Troubleshoot workstation, OS, and peripheral issues
โข Support endpoint security tasks including antivirus and MFA troubleshooting
โข Troubleshoot mobile device connectivity and basic issues
โข Support email and Microsoft 365 user-level issues including profiles, delivery rules, and spam
โข Troubleshoot printing, scanning, and driver issues
โข Troubleshoot client-side networking including VPN, DNS, and connectivity issues
โข Support user-level telephony issues including softphones and call routing
โข Participation in the After Hours Support rotation is required, including availability to respond to client emergencies outside of standard business hours
โข Own basic low voltage cabling execution, including pulling, routing, terminating, and testing cable as required to support service and infrastructure needs
Qualifications:
Required:
โข 1+ years of experience in an IT support, service desk, or help desk role
โข Foundational knowledge of Windows operating systems, Microsoft 365, and Active Directory
โข Basic understanding of networking concepts (DNS, DHCP, TCP/IP, VPN)
โข Experience troubleshooting hardware, software, and end-user issues in a professional environment
โข Strong communication and customer service skills with the ability to support non-technical users
โข Ability to manage multiple tasks, prioritize work, and follow defined processes and service standards
โข Valid driverโs license and access to a reliable vehicle for client onsite support and travel
โข Foundational knowledge of end-user systems and troubleshooting
โข Ability to follow defined processes and standard procedures consistently
โข Ability to document work clearly and accurately
โข Basic understanding of Active Directory and Microsoft 365
โข Ability to identify when escalation is required
โข Strong communication skills with end users
Preferred:
โข Experience working in a managed services (MSP) environment
โข Familiarity with ticketing systems, RMM, or PSA tools
โข Exposure to Microsoft 365 administration and cloud-based environments
โข Industry certifications such as CompTIA A+, Network+, or Microsoft Fundamentals
โข Associateโs degree, technical certification, or equivalent hands-on experience in Information Technology
โข Demonstrated interest in continuous learning and technical skill development
Company:
AIS, Inc. (All Information Services) is a full-service IT Technology Firm and has been serving our business partners since 2002. Founded in 2001, the company is headquartered in Oak Brook, USA, with a team of 51-200 employees. The company is currently Growth Stage.