Service Desk Support Specialist

24 hours ago


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

We are seeking a skilled Service Desk Technician to provide first and second-tier support for IT end-user-related incidents, service requests, and problems.

Key Responsibilities
  • Provide timely and effective support for IT-related issues, including troubleshooting and resolving problems.
  • Act as an escalation point for complex issues and develop processes to ensure smooth escalation and information sharing.
  • Manage and prioritize multiple incoming requests, understanding customer needs to identify potential problems and escalate to department contacts for resolution.
  • Follow up with clients on the status of open tickets and ensure timely resolution.
  • Perform customer data entry into CRM systems and maintain accurate records.
  • Install, maintain, and configure VoIP phones, PCs, network printers, and other computing devices.
  • Participate in projects as necessary and assist project teams with post-project tasks and clean-up.
  • Provide customer follow-up via phone and email and document customer interactions in wiki or other platforms.
  • Attend customer and internal meetings, taking notes and sending meeting recaps to clients as needed.
  • Identify customer needs for new technologies or products and bring them to the CTO and/or procurement team.
  • Record time spent on tickets and client accounts in time reporting software daily and submit accurate time sheets and cost tracking reports weekly.
Requirements
  • At least 2 years of experience in a service desk or help desk environment.
  • Excellent communication skills and ability to work with team members to achieve common goals.
  • Comfortable with implementing new technologies and automation capabilities to enhance team efforts.
  • Experience in gathering insights from multiple sources and making informed decisions.
  • Organized and thorough, with a strong commitment to delivering on promises.
Technical Skills
  • Windows Server 2012/2016/2019
  • Google Workspace
  • VMWare ESX experience
  • MS Hyper-V experience
  • Advanced networking with firewall/wireless configurations
  • Office 365 Admin experience
About Detroit IT

Detroit IT is a managed service provider with offices in Birmingham and Detroit, Michigan. We have been providing IT support, consulting, cloud solutions, and networking to top Michigan companies since 2001.


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