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IT Support Specialist

2 months ago

Birmingham, Michigan, United States Detroit IT Full time
Job Overview

Salary: Dependent on Experience

Position Summary:

Detroit IT is looking for a dedicated IT Support Specialist to provide exceptional service in our Service Desk. This role involves delivering first and second-tier support to ensure the effective resolution of IT-related incidents, service requests, and challenges faced by end-users.

Key Responsibilities:

  • Deliver first and second-tier support to resolve IT end-user incidents, service requests, and issues efficiently, while maintaining accurate records in the service desk management system.
  • Serve as the escalation point for all requests and incidents, developing and refining escalation processes to facilitate seamless communication within the organization.
  • Address and troubleshoot escalated issues from Tier I technicians, prioritizing them for prompt resolution.
  • Effectively manage and prioritize multiple incoming requests by understanding customer needs and escalating issues to the appropriate department contacts.
  • Follow up with clients regarding the status of open tickets to ensure satisfaction.
  • Perform customer data entry into CRM systems.
  • Install, maintain, and configure VoIP phones, PCs, network printers, and other computing devices.
  • Participate in various projects as required.
  • Assist project teams with post-project tasks and clean-up activities.
  • Engage in customer follow-up through phone and email communications.
  • Document customer interactions in a wiki or other platforms.
  • Attend both customer and internal meetings, taking notes and providing recaps to clients as necessary.
  • Identify customer needs for new technologies or products and communicate these insights to the CTO or procurement team.
  • Record all time spent on tickets and client accounts daily in time reporting software.
  • Submit accurate timesheets and cost tracking reports weekly.

Qualifications:

  • A minimum of 2 years of experience in a service desk or help desk environment.
  • Strong communication skills.
  • Proficient in implementing new technologies and automation to enhance team performance.
  • Experience collaborating with team members to achieve common objectives.
  • Ability to gather insights from various data sources and make informed decisions.
  • Highly organized and detail-oriented, consistently delivering on commitments.

Technical Skills Required:

  • Proficiency in Windows Server 2012/2016/2019.
  • Experience with Google Workspace.
  • Familiarity with VMWare ESX.
  • Knowledge of MS Hyper-V.
  • Advanced networking skills, including firewall and wireless configurations (e.g., Sonicwall, Meraki, ASA, Ubiquiti).
  • Experience as an Office 365 Administrator.

About Detroit IT:

Detroit IT is a managed service provider dedicated to delivering IT support, consulting, cloud solutions, and networking services to a diverse range of clients.