IT Support Services Technician

1 month ago

Dearborn, United States Percepta Full time

IT Support Services Technician

At Percepta, we bring first-class service across each market we support. As a IT Support Services Technician in Dearborn Michigan(100% Onsite), you'll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.

What You'll Be Doing

The IT Support Technician's role is to consistently improve and maintain a high level of customer satisfaction by troubleshooting and providing assistance to resolve customer issues. The IT Support Technician is responsible for the logging and tracking of all Service Desk requests and for providing tier 1 and 2 technical support. The Technician will follow documented procedures for escalating the issues that are outside of their area of competency and is responsible for following up on the issue until it has been resolved. The IT Support Technicians are the primary source for end user support.

The IT Support Technician follows documented work instructions to accommodate customer requests, including creation and administration of IDs that provide access to various internal and external systems.

The IT Support Technician completes other tasks as assigned by IT Manager.

During a Typical Day, You'll

  • Answer phone and ticket requests for technical assistance and perform tier 1 and 2 troubleshooting and analysis.
  • Incident detailed documentation in Service Now or other required applications for any work they perform
  • Complete checklist of daily operational tasks to ensure system availability before production hours and monitor system performance
  • Provide hardware setup, imaging, upgrades, repair and inventory for PC's at the local site.
  • administrate or facilitate the administration of IDs
  • Create and update Support Documentation
  • Moving or relocating of PCs as required, for both small and large projects or Remote pickups or shipping.
  • Ability to work flexible hours and accommodate any of the IT Support Services shifts. Overtime might be required when needed. Ability to provide after-hours 24/7 on-call or on-site support.
  • The local IT Support Technicians are the primary source for daily support tasks on the production floor and are responsible for escalating to local administrators if the problem is beyond their area of expertise and responsibility.
  • Maintain a positive work environment that fosters team performance. Support and contribute open communications flow inside and outside the Technology Team
  • Other IT projects as required.

What You Bring to the Role

  • Associates Degree or equivalent work experience within the I.T. field.
  • CompTIA A preferred
  • CompTIA Network preferred
  • Minimum of 4 years of Help Desk or Desktop hardware and software experience in an Enterprise environment.
  • Experience with basic Network troubleshooting.
  • Experience with basic Telephony troubleshooting
  • Experience with Ticketing systems, preferably Service Now
  • Working Knowledge of Windows 10/11
  • Working Knowledge of Outlook and Office365
  • Ability to work well under pressure with tight deadlines
  • Strong Time Management skills, attention to detail and outstanding follow-up skills.
  • Strong Problem Resolution and decision-making skills
  • Strong Communication, customer service and organizational skills

What You Can Expect

  • Starting hourly rate of $25.72 per hour 5% AIP (Annual Incentive Plan)
  • Health/Dental/Vision/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
Established in 2000, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients.

Our values are the heartbeat of our organization, and we live, breath and play by them every day. As a Percepta team member, you can expect:

Culture of Service - to be treated like you are the customer from day one

Teamwork - belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges value in your contributions

Respect - a team that is accountable, dependable and gives you their full attention

Proactive - to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization

Career Growth - lots of learning opportunities for aspiring minds

Diversity - be a part of our growing diverse and community-minded organization that is all about having fun

Competitive Compensation - we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs offer incentives and 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. Percepta is an Equal Opportunity Employer.

#LI-Onsite

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