IT Help Desk Technician I

Walker-Miller Energy Services · Detroit, MI · 4 wk ago

Information TechnologyFull-time

Company Overview

Founded in 2000, Walker-Miller Energy Services is a core-values driven company committed to changing lives through energy efficiency. We create and manage customized energy waste reduction programs that help electric and gas utilities meet mandated energy savings goals. Our experience driven philosophy of energy efficiency as economic development helps families and businesses save energy and save money. Through innovative, inclusive initiatives, we help build communities by creating local jobs, producing equitable energy savings for all rate payers, and spurring the growth of diverse local businesses. Our operating philosophy is reflected in our core values. We refer to them as BEHIVE. B - Boldly Go E- Embrace Equity H - Humble Confidence I - Inclusive Stewardship V - Value Reputation E - Extraordinary Experience

Position Summary

The IT Help Desk Technician I is the first-tier support for Walker-Millers IT department. Under general direction, the Help Desk Technician performs a variety of computer systems administration and support tasks, including analyzing, constructing, documenting, maintaining, troubleshooting and supporting of PC/Laptop hardware, operating systems, software applications, peripherals, and communication devices for the entire organization. They perform tasks and require good communications skills with the ability to work with users diplomatically and skillfully. They receive, create, submit, and escalate support tickets, validate, triage and analyze technology issues or requests from users. The Technician provides Tier 1 level and best effort support to customers via the phone and provides operational technical support for certain Walker-Miller business activities if applicable. Identify and distribute Knowledge Articles as resolution to issues. The Technician also performs administrative duties and provides technical advice related to the operation and maintenance of systems, hardware, and software. They will also provide first call resolution when possible.

Position Duties And Responsibilities

Taking initial tickets, telephone or email inquiries and troubleshooting and managing relatively simple hardware, software or network problems.
Recognizing and escalating more difficult problems to Tier 2 Help Desk support
Logging call activity
Deciding whether to generate a trouble or work order ticket for issues that will require a visit to the user’s PC or workstation when required.

Minimum Education And Experience

Relevant Associates or Bachelor’s degree in Computer Science/Information Technology or equivalent education or work experience
1+ years of prior relevant experience
Knowledge of various operating systems such as Windows 11, etc
Understanding of mobile technology and OS (i.e., Android, iOS, Windows)
Proven desktop troubleshooting experience in a corporate environment
Hands on experience
Knowledge of patching, Anti-Virus, Anti-Malware
Knowledge of workstation hardware
Great at organizing, prioritizing and multitasking
A+ or workstation training or Certifications
AA degree in Computer Science, Computer Information Systems, related field or equal experience

Required Knowledge, Skills & Abilities

Strong IT skills and knowledge including hardware and software
Meticulous attention to detail
General knowledge of IT networks
Knowledge of applications such as Microsoft, Anti-virus and Malware

License And Certifications

None

Travel Requirements