Helpdesk Technician II

This position is open to candidates in the Metro Detroit Region and requires on‑site training that will last 3 weeks. Following training, the Agent will move to a hybrid work schedule, with 2 days per week in the office in Troy, MI.

• Provide professional end‑user support via telephone, email or web submissions
• Provide restorative or maintenance actions to resolve end‑user problems
• Respond to end‑user problems based on standard procedures
• Track incidents and calls, including but not limited to, entering data into the database timely and accurately
• May be responsible for ensuring systems are configured properly
• Exceptional customer service skills
• VPN troubleshooting

• High school diploma or equivalent required
• Service Now
• Active Directory knowledge
• Microsoft Office / O365
• Browser troubleshooting, specifically Chrome
• SCCM
• Mobility
• Adobe
• Cisco Web Ex
• MAC troubleshooting
• 0–1 year’s relevant experience
• Requires excellent customer service skills
• Solid foundation of personal computer experience
• Troubleshooting capability
• Overall knowledge of desktop productivity products
• Ability to work in a team environment
• Proven ability to remain flexible in a changing environment
• Attendance and schedule adherence are requirements of this position
• May require additional project‑specific training

• Work with brilliant minds, often within a global capacity
• Comprehensive benefits package that includes 401(k), paid time off, tuition reimbursement, medical, dental and vision insurance, and much more
• Opportunity to participate in professional development eLearning programs within the Stefanini University, and other virtual training as well

• Brazilian and privately owned company
• Agility, flexibility, and innovation are in our DNA
• Flat organizational structure which enables faster communication and decision making
• Open floor plan environment where collaboration is highly encouraged