What are the responsibilities and job description for the Desktop Support Analyst position at Humetis Group?
Job Description
Job Description
Job Title : IT Desktop Support Technician (Level-2)
Duration : 7 Months
Location : Troy, MI - 48098
Job Summary :
We are seeking a skilled IT Desktop Support Technician (Level-2) to join our team. The ideal candidate will have extensive experience providing hardware and software support for both MAC and PC environments . Proficiency in SCCM, JAMF, Office365, Adobe applications , and AI integration with office products is highly desired. This role also involves inventory management , SLA achievement , and project support .
Key Responsibilities : Customer Support :
Deliver exceptional customer service by prioritizing user satisfaction.
Communicate effectively to understand and resolve user issues.
Escalate unresolved issues to the appropriate channels.
Technical Troubleshooting :
Provide Level-2 desktop support for MAC and PC users.
Resolve hardware, software, and network connectivity issues for both remote and on-site users.
Troubleshoot email clients (Microsoft Outlook) and mobile devices ( Android, iPhone ).
Support AI tools integrated with office products.
Software & System Support :
Administer and troubleshoot Office365 applications (Outlook, Word, Excel, Teams, SharePoint, OneDrive).
Provide support for Adobe Creative Cloud applications.
Deploy and manage software using SCCM and JAMF .
Inventory & Asset Management :
Track and maintain hardware and software assets using CMDB, ITAM tools, SCCM, JAMF, PowerBI .
Ensure asset inventory integrity and accuracy.
Project & SLA Management :
Lead IT projects as assigned by the Regional Manager.
Document desktop support processes.
Consistently meet monthly SLA targets for incidents (93%) and service request tasks (84%).
Security & Compliance :
Administer Azure AD & On-Prem AD .
Implement anti-virus and malware protection protocols.
Follow security best practices and login script policies.
Qualifications :
Experience : Minimum 5 years in desktop support or a similar role.
Education : Degree in Information Technology, Computer Science , or related field.
Certifications : Microsoft, Apple, CompTIA A (preferred).
Technical Skills :
Proficiency in PC / MAC OS troubleshooting .
Experience with SCCM, JAMF, Office365, Adobe Creative Cloud .
Familiarity with ServiceNow or similar ticketing systems.
Knowledge of AI tools integration with office products.
Strong inventory management and asset tracking skills.
If you're a dedicated IT professional with a passion for providing top-tier technical support, we'd love to hear from you!
