Location: Chicago, IL

Area code: 312

Tax Term: Full Time

Pay rate: Negotiable

Job Description: 

The Tier II Service Desk Technician – Helpdesk/Phone Support serves on-site at the customer’s headquarters facility Monday through Friday from 8:00AM to 4:00PM, and will serve as a backup for surge support on one Saturday shift per month, as necessary.

The Tier II Service Desk Technician

  • Provides support for latest version of Windows (Windows 11, 10, etc.) and various
    software products (MS Office, Internet Explorer, Outlook, Adobe Acrobat, etc.)
  • Is responsible for thoroughly describing and documenting work using current ticketing
  • Is responsible for collaborating with the Service Desk Manager to resolve issues that are
    more extensive
  • Provides Tier I and Tier II technical support for end users
  • Provides support for the Tier I Help Desk technician
  • Provides in-depth troubleshooting for issues that are more extensive & unresolved by
    Tier I agents
  • Provides reports to the Service Desk manager or Contract Program Manager as
  • Triages, tracks, and routes inquiries to the appropriate internal resources.
  • Performs other duties as assigned.
  • High school diploma or equivalent; fluent in reading, writing and speaking English
  • Six (6) or more years prior Help Desk experience.
  • Working knowledge of Windows 10 and later operating systems
  • Hardware experience: HP/Dell laptops, desktop hardware and printers; Apple iPhones,
    iPads and Microsoft Surface tablets
  • Software experience: Attachmate Reflection Suite, SQL, HTML, JavaScript, Active
    Directory, Microsoft SCCM, MBAM/BitLocker, Adobe, CISCO, and Intune for mobile,
    Microsoft System Center Service Manager (MSCSM)
  • Wireless experience: 802.11 protocols and Level I/II VoIP operations and
  • Mobile Devices experience: Ability to support and maintain mobile devices, including
    experience with device management
  • Asset Intelligence experience: Asset management processes, including IT hardware and
    software and software licenses.
  • Knowledge of incident and problem management.
  • Experienced with collaboration within help desk teams, team player, client focused.
  • Excellent working knowledge of MS Office products (Excel, Word, etc.)
  • Strong analytic skills, attention to detail, demonstrate strong and orderly thought
  • Ability to independently research problems and locate solutions using industry tools, web
    resources, and vendor sources.
  • Ability to communicate effectively and professionally with excellent listening skills.
  • Ability to troubleshoot issues.
  • Professional phone demeanor.
  • Ability to learn quickly and retain information.
  • Ability to type/keyboard at 40 wpm or better.
  • Ability to utilize proper grammar in all written communications.
  • Ability to multitask efficiently (enter a ticket and listen to a user/Live Chat and assist a
  • Prompt and reliable.
  • Ability to use the latest IM communication tool (i.e., Skype for Business or Jabber).
  • Must be able to pass a pre-employment drug test and periodic, unannounced random drug tests.
  • Must be able to pass a pre-employment criminal background check.
  • Must be able to crawl, climb, stand and lift up to 75 lbs., with or without reasonable accommodations. Must be able to pass a fit for duty physical exam.
  • Must have a valid driver’s license and currently have and be able to maintain a good driving record.
  • Must be available for regular short term travel and occasionally travel for more than one week at a time.
  • Must be willing to work flexible hours and overtime, and occasional weekends, holidays and nights.
Physical Demands

While performing duties of the job, incumbent is occasionally required to stand, walk, sit, use hands and fingers, handle or feel objects, tools, or controls, reach with hands and arms, talk and hear. Employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust and focus.

Work Environment

The noise level in the work environment is usually moderate.


AEEC offers competitive wages with benefits (Medical, Dental and Vision Insurance, Life Insurance, Short term/Long term disability dismemberment, HSA, Flex Spending, 401k, and a 529 college savings plan). Medical, dental and vision benefits start the first of the month following start of full time employment.

About AEEC

AEEC is an award winning CMMI Level 3 and ISO accredited professional services organization with a proven track record of providing technology and engineering solutions to the commercial and federal market since 1995. AEEC provides leading edge of innovative technology solutions to solve customer’s complex business problems.  We build long lasting business relationships based upon integrity, resourcefulness, ingenuity, and fully delivering commitments. AEEC possesses the fundamental IT and engineering skills needed to objectively evaluate problems and develop technically sound, cost effective solutions. AEEC has been featured in a Harvard Business School Case Study on the topic of innovation.


Our customers and their missions come first. We want to add value to every engagement. We will demonstrate integrity and responsiveness in all of our business practices. Teamwork and respect for everyone.


To be the best partner to our customers and a great place to work and grow.


Our mission is our customers’ success. We strive to responsively solve our customers’ needs. Our current skills are IT and Engineering services.