Service Desk Technician

Job Description

Job Description

Job Description:  

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.

Job Responsibilities:  

• Provides first and second-tier support for the efficient resolution of IT end-user-related incidents, service requests, and problems; and update the service desk management tool accordingly. 
• Act as escalation point for all requests and incidents. Develop and maintain phone/ticket escalation processes to ensure free flowing escalation and information within the organization. 
• Accept and troubleshoot 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. 
• Follow-up with clients on status of open tickets. 
• Customer data entry in to CRM systems.  
• Installs (moves, adds, changes), maintains and configures VoIP phones, PCs, network printers and other computing devices. 
• Participate in projects as necessary.  
• Assist project team in post-project tasks and clean-up.  
• Customer follow-up via phone and email.  
• Customer documentation in wiki or other platform.  
• Attend customer and internal meetings during project and be responsible for note taking and sending meeting recap to clients when needed.  
• Taking note of customer needs to new technologies or products and bringing these to the CTO and/or procurement team.  
• Record all time spent on tickets and client accounts in time reporting software on a daily basis.  
• Submit time sheets and other cost tracking reports on a weekly basis with accuracy.

Job Requirements:

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

Required Technical Skills:

• Windows Server 2012/2016/2019
  
• Google Workspace
• VMWare ESX experience
  
• MS Hyper-V experience. 
• Advanced networking with firewall/wireless configurations to include but not limited to Sonicwall, Meraki, ASA, and 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.