Service Desk Technician

Birmingham, Michigan • Operations • Full-Time

About the role

Detroit IT is seeking a Service Desk Technician to join our team. This person will work in our Service Desk providing first and second-tier support for the efficient resolution of IT end-user-related incidents, service requests, and problems.

Responsibilities

• Provides first and second-tier support for the efficient resolution of IT end-user-related incidents, service requests, and problems; updates the service desk management tool accordingly.
• Acts as escalation point for all requests and incidents.
• Develops and maintains phone/ticket escalation processes to ensure free-flowing escalation and information within the organization.
• Accepts and troubleshoots reported issues with escalated issues from Tier I technicians, taking highest priority.
• Manages and triages multiple incoming priorities effectively by understanding customer needs to identify potential problems and escalate to department contact for resolution.
• Follows up with clients on status of open tickets.
• Performs customer data entry into CRM systems.
• Installs (moves, adds, changes), maintains, and configures VoIP phones, PCs, network printers, and other computing devices.
• Participates in projects as necessary, including assisting the project team in post-project tasks and clean-up.
• Conducts customer follow-up via phone and email.
• Documents customer information in wiki or other platforms.
• Attends customer and internal meetings during projects, taking notes and sending meeting recaps to clients when needed.
• Notes customer needs for new technologies or products and brings these to the CTO and/or procurement team.
• Records all time spent on tickets and client accounts in time reporting software on a daily basis.
• Submits time sheets and other cost tracking reports on a weekly basis with accuracy.

Requirements

• At least 2 years of experience in a service desk or help desk environment.
• Good communication skills.
• Comfortable with implementing new technologies and automation capabilities that enhance team efforts.
• Experience working with team members to accomplish common goals.
• Experience gathering insights data from multiple sources and making informed decisions where necessary.
• Organized and thorough, always delivering on promises made.

Skills

• Windows Server 2012/2016/2019
• Google Workspace
• VMWare ESX experience
• MS Hyper-V experience
• Advanced networking with firewall/wireless configurations (Sonicwall, Meraki, ASA, Ubiquiti)
• Office 365 Admin experience

About Detroit IT

Detroit IT is a managed service provider with offices in Birmingham and Detroit, Michigan. Since 2001, we have been providing IT support, IT consulting, cloud solutions, and networking to some of Michigan's best companies.