IT Service Delivery Specialist

JOB SUMMARY:

Responsible for the first level of IT Helpdesk support at our Livonia Headquarters. First level support consists of resolving simple and intermediate service issues in a timely manner. Issues requiring in-depth problem-solving skills or programming skills will be escalated to the next level of support for resolution. The IT Helpdesk is the single point of contact for internal users and customers seeking technical assistance.

PRINCIPAL FUNCTIONAL RESPONSIBILITIES:

• Serves as the first point of contact for users and customers seeking technical assistance.
• Analyze, troubleshoot, and resolve user and customer problem tickets in a timely manner.
• Escalation of advanced services issues to the next level of support.
• Record events and problems and their resolutions in the ticketing system.
• Create and maintain documentation in the knowledgebase.
• Assist technical services team as required. May include installing hardware and software.
• Support member onboarding, offboarding, account setup, and account maintenance.
• Focus efforts on continuous improvement looking for ways to streamline processes and to improve customer satisfaction.

ESSENTIAL QUALIFICATIONS AND SKILLS:

• High School diploma or GED.
• Good understanding of computer systems, mobile devices and other tech products.
• Proficient in Microsoft Windows operating systems, Microsoft Office products, Internet, Mobile Device Management and printing.
• Proven ability to function with minimal direction in completing the responsibilities of the position.
• Demonstrated ability to communicate clearly and effectively in person and over the phone in a professional manner.
• Customer-oriented and cool-tempered.
• Strong organizational skills with the ability to prioritize and multi-task various and conflicting responsibilities.
• Strong troubleshooting skills.
• Strong written and verbal communication skills.
• Willingness to learn new software and systems.

PREFERRED QUALIFICATIONS AND SKILLS:

• Bachelor’s degree, Associate degree or currently enrolled in computer science/engineering discipline or business discipline with applied information technology training.
• Proven experience in an Information Systems Help Desk or other Customer Services Support role.

PERKS & OPPORTUNITIES:

• Mentorship from experienced client service professionals.
• Hands-on training with ticketing systems and customer support tools.
• Networking opportunities with cross-functional teams