IT Support Specialist
2 weeks ago
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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