Helpdesk/Desktop Level I/II Technician

Position Overview

American Info Systems, LLC (AIS) is a full‐service technology firm specializing in strategic planning, execution, and support of IT for enterprise, financial, medical, and legal practices. In this role, the Helpdesk/Desktop Level I/II Technician will provide technical assistance and support for computer systems, hardware, and software. You will respond to queries, run diagnostic programs, isolate problems, and implement appropriate solutions. Responsibilities include handling end user requests remotely—with potential emergency dispatch—and leveraging your Junior Cloud Engineering/System Administration experience with Azure and Office 365.

Location:

Schedule:

Key Responsibilities

• Adhere to scheduled days/hours (Monday-Friday 8:30AM - 5:30PM) with occasional overtime, which is paid after 40 hours per week.
• Support both End Client environments and AIS office personnel while promoting a professional IT image.
• Provide technical assistance and support for computer systems, software, and hardware issues, including answering phone queries, logging requests, and following up to ensure resolution; escalate unresolved issues to the Engineering staff.
• Document procedures and develop training materials for both technical staff and end users to promote effective use of technology.
• Diagnose and resolve technical issues by remotely accessing end user workstations, running diagnostics, troubleshooting Microsoft Office, Windows, Remote Access, LAN, WAN, firewalls, and VPN systems.
• Perform maintenance on computer systems by installing, modifying, repairing hardware and software, patching systems, and cleaning up systems as necessary.
• Monitor system trends to identify and eliminate recurring problems.
• Manage inventory by monitoring levels, processing purchasing orders, recording purchases, and reconciling stock with computer-generated reports.

Required Qualifications

• Proven experience as a Helpdesk/Desktop Technician with a strong focus on technical troubleshooting and support.
• Junior Cloud Engineering/System Administration experience, specifically with Azure and Office 365, is essential.

Benefits & Perks

• Full-time position with Benefits
• Standard work schedule: Monday – Friday 8:30AM – 5:30PM
• Paid overtime after 40 hours per week
• Opportunity to work in a dynamic team environment supporting a broad range of IT services