Service Desk Technician

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.

• 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 escalates 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.

• 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.

• 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.

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.