Service Desk Technician

Detroit IT provides IT services to businesses throughout Metro Detroit and southeastern Michigan. We offer Exchange server support, Office 365 migrations, remote support, a fully staffed helpdesk, managed IT services, and consulting that help keep businesses running efficiently.

Detroit IT is looking for an organized, friendly, and well‑rounded individual to join our IT Services team. The Service Desk Technician must have strong organizational skills, excellent verbal and written communication, customer service experience, and a positive attitude. Experience in managing multiple client accounts and adapting to continuous change will help each individual be successful.

• Answer incoming helpdesk telephone calls.
• Create tickets in helpdesk software.
• Troubleshoot reported issues.
• Escalate tickets to additional support resources if required.
• Follow‑up with clients on status of open tickets.
• Enter customer data into CRM systems.
• Follow‑up with clients via phone and email as necessary.
• Document customer information in a wiki or other platform.
• Attend customer and internal meetings; take notes and send meeting recap to clients.
• Schedule client meetings and coordinate internal resources.
• Launch project templates in systems when projects kick off.
• Send client satisfaction surveys.
• Completion of tasks related to specific clients on a monthly basis:
  • Monthly backup checks and test restores.
  • System audits and reporting.
• Assist with sending out thank‑you letters to clients and contacts.
• Order supplies and equipment for customers when requested.
• Record all time spent on tickets and client accounts in time‑reporting software.

• Minimum of at least 2 years of experience in a customer service role.
• Bachelor’s Degree in Information Technology or a related field.
• Ability to create, receive, and act on incoming tickets and projects in a timely manner.
• Self‑motivated with a passion for managed IT.
• At least two recognized industry certifications.
• Good knowledge of Windows and Macintosh operating systems.
• Outstanding client handling and communication skills, both written and verbal.
• Ability to meet deadlines and be held accountable.
• Strong written and verbal communication skills.
• Comfortable with implementing new technologies and automation capabilities that enhance team efforts.
• Experience working with team members to accomplish common goals.
• Experience gathering insight data from multiple sources and making informed decisions when necessary.

• Competitive pay package that includes base salary or hourly pay and potential inclusion in the company bonus plan.
• Traditional benefits including health, dental, and life insurance and a 401(k) plan.
• A casual and fun work environment.
• Ongoing growth and development opportunities including training, on‑the‑job experiences, and volunteer opportunities.