IT Support Specialist

2 weeks ago


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

Salary: DOE

Position Summary:

Detroit IT is in search of a dedicated Service Desk Technician. This role is essential in our Service Desk, providing first and second-tier assistance for the effective resolution of IT-related incidents, service requests, and challenges faced by end-users.

Key Responsibilities:

  • Deliver first and second-tier support to efficiently resolve IT-related incidents, service requests, and challenges, while updating the service desk management tool accordingly.
  • Serve as the escalation point for all requests and incidents, developing and maintaining processes for seamless escalation and information flow within the organization.
  • Accept and troubleshoot reported issues, prioritizing escalated concerns from Tier I technicians.
  • Effectively manage and triage multiple incoming priorities by understanding customer needs to identify potential issues and escalate them to the appropriate department for resolution.
  • Follow up with clients regarding the status of open tickets.
  • Input customer data into CRM systems.
  • Install, maintain, and configure VoIP phones, PCs, network printers, and other computing devices.
  • Participate in projects as necessary.
  • Assist project teams with post-project tasks and clean-up.
  • Conduct customer follow-ups via phone and email.
  • Document customer interactions in a wiki or other platform.
  • Attend customer and internal meetings during projects, responsible for note-taking and sending meeting recaps to clients when required.
  • Identify customer needs for new technologies or products and communicate these to the CTO and/or procurement team.
  • Record all time spent on tickets and client accounts in time reporting software daily.
  • Submit timesheets and other cost tracking reports weekly with accuracy.

Qualifications:

  • A minimum of 2 years of experience in a service desk or help desk environment.
  • Strong communication skills.
  • Comfortable with implementing new technologies and automation capabilities that enhance team efforts.
  • Experience collaborating with team members to achieve common goals.
  • Ability to gather insights from multiple sources and make informed decisions as necessary.
  • Highly organized and thorough, 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/wireless configurations, particularly with Sonicwall, Meraki, ASA, and Ubiquiti.
  • Experience as an Office 365 Administrator.

About Detroit IT:

Detroit IT is a managed service provider committed to delivering exceptional IT support, consulting, cloud solutions, and networking services to businesses.


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