Helpdesk Technician II

Job Description

This position is open to candidates in the Metro Detroit Region and requires on‑site training that will last 3 weeks. After training, the Agent will move to a hybrid work schedule, working in the office two days per week in Troy, MI.

• Provide professional end‑user support via telephone, email, or web.
• Perform restorative or maintenance actions to resolve end‑user problems.
• Respond to end‑user problems based on standard procedures.
• Track incidents and calls, including entering data into the database accurately and timely.
• Ensure systems are configured properly, as required.
• Deliver exceptional customer service.
• Perform VPN troubleshooting.

• High school diploma or equivalent required.
• Experience with Service Now, Active Directory, Microsoft Office / O365, Chrome, SCCM, Mobility, Adobe, Cisco Web Ex, MAC troubleshooting.
• 0–1 year(s) relevant experience.
• Excellent customer service skills.
• Strong foundation in personal computer troubleshooting and desktop productivity products.
• Ability to work in a team environment and remain flexible to changing circumstances.
• Attendance and schedule adherence are required.
• May require additional project‑specific training.

• Comprehensive benefits package including 401(k), paid time off, tuition reimbursement, medical, dental, and vision insurance.
• Opportunities for professional development through eLearning programs and virtual training.