IT Service Desk Engineer

Description

ECI is seeking a dedicated IT Service Desk Engineer to lead our US/CA Service Desk operations, ensuring top-notch support and process improvement for end-user service requests and computing issues to join our team in the Southfield, MI office. This role requires strong organizational skills and a commitment to end-user satisfaction. #ITServiceDesk #ITSupport #ServiceDeskEngineer #ITIL #WindowsSupport #Microsoft365 #Cybersecurity #TechJobs #ProcessImprovement #ECICareers

Who We Are

Founded in 1953, Electrical Components International (ECI) is one of the world’s leading suppliers of electrical distribution systems, control box assemblies, and other critical engineered components for diversified markets. With 20,000 employees and 39 global manufacturing locations, ECI is the trusted partner to market leaders with 450 customers. At ECI, we power smart, connected, and electrified solutions^TM that help solve the most complex challenges.

Since 2020, we have embarked on a successful journey to transform the company, delivering significant value to our customers, investors and employees. As part of our strategic plan, we have defined key pillars to support and accelerate on our growth trajectory. One of these core pillars is focused on driving excellence through enhanced capabilities, tools and processes.

About The Position

This position will report to the Global Service Desk Manager and will be responsible for managing and advancing the first-level service and support of end-user service requests and computing issues. The position requires strong organizational skills, and a deep commitment to end-user satisfaction and experience in driving process improvement.

Lead the US/CA Service Desk, (Incident, Request, Problem Management and Knowledge Management), Windows desktop and application support, and provide guidance to the Global Service Team. Provide white-glove executive level support as needed at ECI’s Corporate Office in Southfield, Michigan.

Qualified candidates must have a strong Service Desk background with working knowledge of ITIL framework. Experience supporting complex organization with robust trouble shooting skills and a broad exposure to a variety of technical areas such as desktop management, network management, printers, conferencing tools, Microsoft tools, etc.

In this role, you will:

• Provide onsite support for Southfield Corporate HQ.
• Manage the Support function within the US and Canada operations including capture of support requests, entry of tickets into ITSM Platform, escalation of issues to appropriate Tier 1, Tier 2 & Tier 3 systems experts, follow up and resolution of issues.
• Support Process: Maintain an understanding of current support processes, systems, equipment, and access provisioning for ECI locations and work to standardize the intake and support model across all sites.
• Support, monitor and report monthly KPI’s for support to identify potential problem areas, recommend solutions and opportunities for improvements using data-driven analytics.
• Asset Management: Monitor and manage Hardware and Software Assets for desktops and other issued devices (printers, tablets, phones, scanners, etc.), keeping an accurate inventory of devices via ITSM CMDB.
• Desktop Management: Manage PCs across the environment, including:
  • Issuing of devices
  • Managing systems lifecycle, inventory, procurement, and refresh of desktops
  • Coordinate with vendors to obtain pricing, services, and support for desktop systems and peripherals
  • Operating systems Updates and Patching
  • Antivirus
  • Management of software licensing
  • Installation of necessary software for users
  • Hardware maintenance, repair, returns and warranty
• Manage process (in conjunction with HR) for issuing and managing IT equipment and accounts as a part of onboarding and offboarding employees and contractors.
• Install, coordinate installation of new or modified desktop hardware, software, and operating systems.
• Maintain security posture to align with ECI standards and policies, for operating systems, software, and data.
• Consult with users, administrators, and engineers to identify business and technical requirements for proposed system modifications or technology purchases.
• Document and maintain installation procedures of hardware and software.
• Follow change management policies and procedures for all change activities.
• Comfortable navigating the O365 Admin portal.
• Flexibility, commitment, and capacity to work both independently and as part of a team, including working on-call nights and weekends
• Other duties as assigned.

Education & Experience

• Bachelor’s degree in computer science or equivalent field-related experience
• Minimum 3 years of experience in service desk role.
• ITIL - working knowledge (v3 or v4 Foundation certificate preferred)

Knowledge, Skills & Abilities

• Solid IT Service Desk management background, managing incidents and global IT team through resolution. Strong history of managing Service Desk applications, monitoring KPI’s, and managing Support SLA’s.
• Technical background in applications and administration, including:
  • ITSM Platforms
  • Microsoft Windows and Microsoft Office
  • Microsoft AD and Azure (Entra ID)
  • Intune and Defender for Endpoint
  • VoIP telephony (basic understanding)
  • ERP troubleshooting a plus
• General technical exposure to desktop and network troubleshooting.
• Identifying and escalating cybersecurity incidents, working with the ECI Cybersecurity team to remediate all security issues.
• Ensure that all processes used by the Service Desk are thoroughly documented, regularly audited and are consistently followed.
• The ability to drive process improvement to continually improve service to increase efficiency while reducing costs.
• Experience with asset management and asset deployment.
• Understanding of Knowledge Base Articles and Knowledge Management (KBA/KM) and commitment to growing Knowledge Management.

Primary Location, Work Arrangement & Eligibility

• This is a full-time, on-site position based in Southfield, Michigan.
• Standard office schedule is Monday through Friday.
• Remote or hybrid options are not available.
• Relocation assistance is not provided; candidates must be local or able to relocate at their own expense.
• Applicants must be legally authorized to work in the United States. Sponsorship is not available for this position.

Our Culture

At ECI, we live by our core values of respect, empathy, accountability, integrity, and ethics. Our diverse, equitable, and inclusive culture empowers our people to be who they are, contribute their unique perspectives, and make a difference individually and collectively. It enables us to leverage different perspectives and encourage new ideas.

Our commitment to operational and commercial excellence begins with our commitment to ethical excellence. We deliver results as One Team and follow through on our promises.

Electrical Components International is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Federal Applicant Information Poster

Federal Applicant Information Poster - Spanish

Federal Contractor Applicant Information

Federal Contractor Applicant Information - Spanish