Service Desk Technician (Level II)

Further your career at one of the Michigan’s fastest growing Managed Services IT companies. This is the perfect position for someone who loves technology, is a great communicator, and has a natural desire to help people with their IT needs. As a Service Desk Technician, you'll have the opportunity to gain a broader range of IT experience, hone your technical skills and work within a terrific group of professionals, all while working with some of the greatest clients a company could ask for.

Does this sound like a position you are looking for…? GREAT, read on!

Daily duties of a Service Desk Technician (Level II):

• Acting as the first point of contact when our clients need our assistance, answering incoming calls, tickets and emails in a friendly and efficient manner
• Provide and maintain an exceptional level of service by interacting with clients in a polite and professional manner, explaining technical terms in a way clients can understand and feels confident their issue is being resolved.
• Manage, track and provide solutions to reported issues in a timely fashion
• Configuration and troubleshoot client products and services as needed
• Track all reported issues within our ticketing system and document issues accordingly
• Remotely provide end-user technical support for reported issues
• Document all reported issues and resolutions in our management system
• Effectively communicate information internally and to client’s as needed
• Solve a variety of IT concerns and escalate tickets to the appropriate technicians
• Provide hardware and software problem resolution to customers per service level standards
• Pinpoint recurring technical issues and present solutions to address the root of the problems
• Follow up with customers to ensure the issue has been resolved
• Background in installing and configuring operating systems, networked and local printers, and business applications

How You Will Excel:

• Customer Service & Communication – a natural eagerness to assist others and the ability to communicate clearly
• Troubleshooting & Problem Solving – can make good decisions quickly in a dynamic environment
• Multitasking & Time Management – every hour brings new opportunities, being able to keep track of your day is critical
• Love of Learning – we want you to be successful and learn all you can about the IT world
• Ability to follow established departmental procedures, learn new tasks and readily adapt to operational changes
• Be comfortable directly supporting the end-users of small- to medium-sized businesses as their outsourced help desk
• Work individually and as a team to meet and exceed established goals and metrics.
• Drive initiatives that improve the service desk
• Partner with internal support groups in providing the best services for our client base

Your Skills and Experience:

• Technical aptitude and general experience resolving issues with Windows OS, O365, AV tools, VOIP, Active Directory, firewalls/switches, and other infrastructure requirements
• Experience working with end users, via telephone and in person, to resolve application software, system software, hardware, printing, and network issues
• Excelled in customer service positions: answering phones, emails and interacting with clients throughout an active day
• Extensive working knowledge of local area networks (cabling, installation, design, troubleshooting, TCP/IP, router configuration, file sharing, etc.)
• Comprehension of basic networking concepts
• Ability to research and analyze data and make appropriate recommendations to management and/or clients
• Consistently exceeded customer expectations through extraordinary service
• Ability to organize, multitask, and prioritize

Our requirements:

• Bachelor’s degree in Information Technology, Computer Science, or related discipline required.
• 3 Years’ bare minimum experience working for a Managed Service Provider as a Helpdesk or Service Desk technician.

Structured Technologies is an equal opportunity employer. We believe prosperity is driven by the diversity of our employees. We celebrate authenticity and provide a safe and inclusive environment for all. Most importantly, we look forward to reviewing your application and thank you so much for your interest in our company.

Job Type: Full-time

Pay: Up to $25.00 per hour

Expected hours: 40 per week

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 3 years

Schedule:

• Monday to Friday
• On call
• Rotating weekends
• Weekends as needed

Experience:

• Help desk: 5 years (Required)
• Windows: 5 years (Required)

Work Location: In person