IT Support Services Technician

2 weeks ago

Dearborn, Michigan, United States Percepta Full time
Job Title: IT Support Services Technician

Percepta is seeking a highly skilled IT Support Services Technician to join our team. As a key member of our technical support team, you will be responsible for providing top-notch technical assistance to our customers.

Key Responsibilities:
  • Provide tier 1 and 2 technical support to customers via phone, email, and ticketing systems.
  • Troubleshoot and resolve customer issues in a timely and efficient manner.
  • Log and track all service desk requests and provide detailed documentation of all work performed.
  • Follow documented procedures for escalating issues outside of your area of competency.
  • Collaborate with local administrators to resolve complex technical issues.
  • Perform daily operational tasks to ensure system availability and monitor system performance.
  • Provide hardware setup, imaging, upgrades, repair, and inventory for PCs at the local site.
  • Administrate or facilitate the administration of IDs and create/update support documentation.
  • Move or relocate PCs as required for small and large projects or remote pickups/shipping.
Requirements:
  • Associates degree or equivalent work experience in the I.T. field.
  • CompTIA A+ and CompTIA Network+ certifications preferred.
  • Minimum 4 years of help desk or desktop hardware and software experience in an enterprise environment.
  • Experience with basic network and telephony troubleshooting.
  • Experience with ticketing systems, preferably Service Now.
  • Working knowledge of Windows 10/11, Outlook, and Office365.
  • Ability to work well under pressure with tight deadlines.
  • Strong time management, attention to detail, and follow-up skills.
  • Strong problem resolution and decision-making skills.
  • Strong communication, customer service, and organizational skills.
What We Offer:
  • Starting hourly rate of $25.72 per hour + 5% AIP (Annual Incentive Plan).
  • Health, dental, vision, and life insurance.
  • Flexible spending account (FSA) and health savings account (HSA).
  • 401(k) with company match.
  • Vacation/sick time and paid holidays.
  • Tuition reimbursement.
  • Employee assistance program.
  • Employee discount program.
  • Training and development programs (Percepta College).
  • Employee rewards program (Perci Perks).
About Percepta:

Percepta is a global contact center company that delivers a frictionless customer experience to our clients. Our values are the heartbeat of our organization, and we live, breathe, and play by them every day.

We are a culture of service, teamwork, respect, proactivity, career growth, diversity, and competitive compensation. We take care of our employees and their families, offering more than just competitive wages and great benefits. Our programs promote physical, mental, and financial wellness.

Percepta requires all employees hired in the United States to successfully pass a background check and, depending on location and client program, a drug test as a condition of employment.

We are an equal opportunity employer.

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