Service Desk Technician

Job Description

Salary: DOE

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.