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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 in search of a dedicated Service Desk Technician to provide exceptional support within our Service Desk. This role is essential for the effective management of IT-related incidents, service requests, and troubleshooting for end-users.

Key Responsibilities:

  • Deliver first and second-tier support for IT-related incidents and service requests, ensuring accurate updates in the service desk management system.
  • Serve as the escalation point for all requests and incidents, developing and maintaining effective escalation processes.
  • Handle and troubleshoot escalated issues from Tier I technicians, prioritizing urgent matters.
  • Manage multiple incoming priorities efficiently, understanding customer needs to identify potential issues and escalate as necessary.
  • Conduct follow-ups with clients regarding the status of open tickets.
  • 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 via phone and email.
  • Document customer interactions in a wiki or other platforms.
  • Attend internal and customer meetings, responsible for note-taking and sending meeting recaps as needed.
  • Identify customer needs for new technologies or products and communicate these 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.
  • Ability to implement new technologies and automation to enhance team efficiency.
  • Experience collaborating with team members to achieve common objectives.
  • Skilled in gathering insights from various data sources to 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 with technologies such as Sonicwall, Meraki, ASA, and Ubiquiti.
  • Experience as an Office 365 Administrator.

About Detroit IT:

Detroit IT is a managed service provider committed to delivering IT support, consulting, cloud solutions, and networking services to leading companies in Michigan since 2001.