IT Service Desk Specialist

3 weeks ago

Kentwood, Michigan, United States Autocam Medical Full time


The IT Service Desk Specialist will work in a team environment to provide high-quality technical support and solutions to all Autocam Medical Staff. The IT Service Desk Specialist delivers exceptional customer service, combining technical expertise with problem-solving and interpersonal skills to enhance organizational productivity and user satisfaction. The position serves as a trusted advisor and advocate for users, ensuring that their IT needs are met promptly and effectively.

Requirements

Key Responsibilities:
  • Serve as the first point of contact for incoming incidents and service requests via phone, email, or ticketing systems.
  • Log, categorize, and respond to incidents based on priority.
  • Document interactions and ensure proper tracking, follow-up, escalation, and resolution of issues within service level agreements (SLAs).
  • Create and maintain employee-facing and internal IT knowledge bases.
  • Diagnose and resolve hardware and software issues on desktops, laptops, printers, mobile devices, AV systems, and other business technology.
  • Perform root cause analysis to identify and solve recurring technical problems.
  • Troubleshoot network connectivity issues, including LAN/WAN, Wi-Fi, and VPN.
  • Manage user account controls, permissions, and licenses.
  • Maintain inventory of IT assets and hardware lifecycle.
  • Provide end-user training on hardware, software, and IT policies.
  • Participate in the implementation of new technologies and systems, assisting with user adoption and providing feedback for improvements.
  • Identify and share operational and technical improvement opportunities with the team.
  • Stay current with new and emerging technologies.
Education and Experience:
  • Associate degree and/or trade school certification from an accredited education institution in Computer technology, Information Systems, or a related degree program preferred.
  • Minimum 2-3 years providing technical support in an enterprise environment.
  • Experience provisioning, deploying, troubleshooting, and repairing Windows PCs.
  • Ability to work on-premises at our Kentwood, MI location with occasional travel to remote plants as needed.
  • Experience with RMM tools, Ticketing Systems, Asset Management, Imaging, and Patch Management solutions.
  • Basic understanding of networking concepts including TCP/IP, DHCP, DNS, VPN.
  • Experience writing technical and user-facing documentation.
Skills:
  • A passion for delivering exceptional customer service.
  • Excellent written, verbal, and interpersonal communication skills.
  • Strong ability to multitask and resolve issues with urgency
  • A record for being detail-oriented, proactive, and able to predict potential problems.
Preferred Qualifications:
  • Familiarity with ITSM frameworks such as ITIL4.
  • Prior experience in the manufacturing sector.
  • Certifications such as ITIL 4 Foundations, CompTIA A+, Network+, or Microsoft Certified Professional (MCP) are a plus.

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