Service Desk/Onsite Support Technician

Job Description

Job Description

About Awecomm
Awecomm is an exciting IT services company delivering exceptional solutions to the small and midsize market. We are a nationally recognized top technology provider and are honored to be a Best & Brightest workplace 5 years and counting. Our unique service platform provides complete IT solutions for our clients so they can focus on their core business. We help our clients innovate with technology and process, enabling their growth and success. Our client partnership is central to our shared success. Overall, our core purpose is to help great people advance and great companies thrive .
At Awecomm, our values are core to our mission to be passionately supporting 25,000 great people:

• Be Transparent – open and honest is not optional
• Be Helpful – enthusiastic, flexible, supportive, and team oriented
• Be Exceptional – together we can go beyond great, and be exceptional

If you share our values, are excited about our mission, and are looking for a career where you can be exceptional and work with an exceptional team, Awecomm may be the place for you.

What you will be doing
As a Service Desk/Onsite Support Technician, you will serve as both a remote technical support technician and a hands-on technical presence for a subset of our key clients with travel to local sites. This role is a hybrid role that works directly and continuously with Awecomm’s centralized Support Team to ensure all onsite technical needs are addressed promptly, consistently, and in alignment with Awecomm’s processes. 
The ideal candidate is comfortable working in a hybrid role with requirements to work onsite at client environments multiple times per week while also working remotely and/or from our corporate office in Troy, MI. The ideal candidate is proactive, customer focused, and comfortable supporting fast-moving manufacturing and services clients with critical systems and processes such as production equipment, network infrastructure, and workstation environments and end user onboarding which needs to be supported. Some key activities in this role with include:

• Provide exceptional customer service to clients resolving incidents and services requests. These tickets will include IMACs (install, move, add, change)
• Troubleshoot and resolve technical issues related to hardware (Windows OS, Android/iOS Devices, and other network/infrastructure components) and software (MS365 and many line of business applications) necessary to support end users, production and regular business operations.
• Organize, track, and prioritize workload to exceed client expectations 
• Effectively capture technical issues and document in ITSM (Halo PSA). 
• Assist System Administrators resolve infrastructure issues with hot hands support.
• Learn new technologies and develop in document specific domain knowledge in KB articles for your focus clients. 
• Follow procedural documentation to setup and provision workstations and users with a variety of different technologies 
• Act as the primary onsite extension of the centralized Awecomm Support, collaborating daily to resolve issues escalated from the service desk. 
• Provide real-time visibility into onsite conditions, hardware status, and user needs so Awecomm teams can act quickly and accurately. 
• Ensure onsite tasks, hands-on troubleshooting, and physical interventions (e.g., equipment resets, inspections, cabling) are completed in coordination with Awecomm guidance. 
• Deliver in person support when directed by Awecomm Support for workstation issues, account access, device troubleshooting, and application assistance. 
• Maintain onsite hardware inventories and ensure accurate tracking for Awecomm asset management. 
• On-call rotation

 
Experience & skills that will enable your success

• Demonstrated passion for technology and client service
• Excellent communication and writing skills
• Proven ability to provide exceptional client service
• Proven ability to know limits and seek assistance
• Consistent track record of demonstrated ambition with successful results
• Effective decision-making skills
• Excellent problem-solving skills
• Ability and passion to continuously learn new technologies in a fast-paced environment
• Education and experience demonstrate a track record of success – 4+ years’ experience in a technical support role, preferably onsite
• Associates Degree or experience in a related field
• Technical skills within the following but not limited to:
  • Windows OS
  • iOS and Android Mobile Devices
  • Office applications: Outlook, Word, Excel, etc.
  • Laptop and Desktop Hardware troubleshooting
  • Active Directory
  • Email setup and troubleshooting
  • Network troubleshooting (TCP/IP, Switches, Basic troubleshooting methods)
  • Printer install and troubleshooting
  • Workstation imaging and prep for deployments
  • Badge systems and/or industrial devices

Why you will excel and love working at Awecomm
You will fit right in if you love to provide exceptional service, work as a team, and love technology. Some key indicators include:  

• Excited to work with the latest technology and cybersecurity solutions
• Own your experience, and be proud of it
• Excited and passionate about learning new technology
• Want to collaborate with others to solve problems and find a better way
• Always looking to make improvements – continuous improvement focus and really enjoy making an impact
• Drive and ambition to grow and initiate change
• Put the needs of others, especially clients, first
• Excited to come to work every day and help the TEAM succeed
• Flexible and have a positive attitude
• Ambition for advancement and your own continuous improvement commitment
• Career focused – want to grow and prepare for your next role at Awecomm

 
Additional Reasons to love Awecomm

• Awecomm culture, values, purpose, and mission
• Casual work environment
• Work with great team members committed to the overall success of the team
• Competitive pay and benefits, including 401k Plan with company match
• Team recognition program – earn points toward swag, gift cards, & more
• Profit sharing plan – we all share in our collective success
• Career advancement with career development

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