Sr. Helpdesk Technician

This position is open to candidates located in the Metro Detroit Area who can work in a hybrid capacity. The employee will spend 3 days per week on the client site (Monday-Wednesday or Tuesday-Thursday). Training will last 2 to 3 weeks, fully on-site in Troy, MI, where ongoing office days will also be based.

About the role

This is an opportunity for a seasoned helpdesk or field service agent to transition into a role with greater responsibility. Much of the work will be off the phone, supporting leadership with projects, distributing workloads, and completing tasks such as web submissions.

Responsibilities

• Provide professional end-user support via telephone, email, or web submissions.
• Perform restorative or maintenance actions to resolve end-user problems.
• Respond to end-user problems based on standard procedures.
• Track incidents and calls, including timely and accurate data entry into the database.
• Act as a Ticket Dispatcher, distributing tickets in the queue and monitoring aging tickets.
• Process P1/P2 tickets—issues requiring immediate assistance.
• Aid leadership with projects, workload distribution, and off-phone tasks.

Requirements

• Minimum of two (2) years of college completed or a finished Diploma/Certificate course.
• At least 2 years of Technical Support experience.
• Excellent oral and written English communication skills.
• Strong customer service skills.
• Ability to consistently meet or exceed performance criteria.
• Willingness to make multiple calls per day as needed.
• Familiarity and good working knowledge of PC hardware and software troubleshooting.
• Prior experience supporting software applications (e.g., Outlook) is a plus.
• BPO experience in Technical Support is a plus.
• Familiarity with ticketing systems is a strong advantage.
• Shift flexibility and strict schedule adherence are required.

Schedule

• Hybrid work arrangement: 3 days per week on-site in Troy, MI (Monday-Wednesday or Tuesday-Thursday).
• Training: 2 to 3 weeks fully on-site in Troy, MI.