Service Technician T1

We are seeking a dependable and execution-focused Service Technician T1 to join our Service Delivery team.

3 minute read

We are seeking a dependable and execution-focused Service Technician T1 to join our Service Delivery team. This role serves as the front line of client support, responsible for resolving end-user issues efficiently while reinforcing confidence through clear communication and consistent execution.

The Service Technician T1 is responsible for restoring end-user productivity, maintaining clear documentation, and executing standard service processes with consistency. This role is ideal for someone who can follow defined procedures, communicate effectively, and deliver reliable outcomes within a defined scope.

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 low voltage cabling execution, including pulling, routing, terminating, and testing cable as required to support service and infrastructure needs

Technical 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 users

Basic 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 driver’s license and access to a reliable vehicle for client onsite support and travel

Preferred 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
Associate’s degree, technical certification, or equivalent hands-on experience in Information Technology
Demonstrated interest in continuous learning and technical skill development

Interested in joining the AIS team?

Please check our jobs postings board here .

About AIS

All Information Services, Inc. (AIS) is a full-service technology solutions firm based in Chicago, IL 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. 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.