Service Desk L2 / MS 365 Administrator

Transforming the Future with Convergence of Simulation and Data

The Service Desk L2 and MS 365 Administrator will play a crucial role in providing advanced technical support to our users as well as a system administrator for the Microsoft tenant. This position is responsible for troubleshooting, diagnosing, and resolving a variety of technical issues related to hardware, software, and network connectivity, while ensuring that all support metrics (SLA) are being met on a daily basis. The ideal candidate will have a strong customer service orientation, excellent problem-solving skills, and a solid technical background.

Experienced IT professional focused on user support, hardware and software maintenance position in Troy, MI. The ideal candidate will provide comprehensive desktop, mobile, and user support across multiple locations, including four sites in Troy and remote users. You should ensure system reliability, security, and compliance while delivering exceptional customer service. Proficiency in O365 administration, Azure AD, and user ID management, along with a commitment to ITIL best practices, is essential.

What You Get to Do:

• Primary Responsibilities: Desktop, Network, and O365 Support
• Strategic Planning: Assist in Developing strategies to improve service quality, efficiency, and user satisfaction. They may set goals and monitor metrics.
• Process Improvement: Focuses on optimizing processes, implementing new technologies, and ensuring that the team follows best practices.
• Budgeting and Resource Management: May handle budgeting, resource allocation, and vendor management.
• Reporting and Communication: Communicates with upper management regarding team performance, user feedback, and resource needs.
• User Support: Provide technical support for hardware and software issues, troubleshooting desktops, laptops, printers, and peripherals.
• Hardware Maintenance: Install, configure, and maintain computer hardware components such as CPUs, RAM, hard drives, and network interface cards (NICs).
• Software Installation and Configuration: Install, upgrade, and configure operating systems, software applications, and device drivers.
• Network Troubleshooting: Identify and resolve basic network connectivity issues, including LAN cables, switches, and routers.
• Remote Assistance: Provide remote support via remote desktop tools, phone, or email.
• Documentation: Create and update documentation, user manuals, and knowledge base articles.
• Troubleshooting and Diagnosis: Diagnose hardware and software problems using diagnostic tools and problem solving techniques.
• Collaboration: Work with support teams and or network engineers for complex technical issues. Collaborate with the Service and Support department head to ensure the service desk performance is meeting all expectations.
• Incident Reporting: Document and report incidents and service requests in a helpdesk or ticketing system.
• Compliance: Ensure compliance with IT policies and standards.
• Problem Resolution Follow-up: Follow up on resolved issues to verify user satisfaction.

Qualifications:

• 10 years as a Helpdesk Technician in a corporate service desk.
• 3 years as a Microsoft Administrator in an O365 cloud environment.
• Expert familiarity with ticketing systems and remote support tools.
• Customer Service: Excellent skills for assisting end users effectively and professionally.
• Technical Proficiency: Expert knowledge of Windows and macOS operating systems, as well as common productivity software (e.g., Microsoft Office, Google Workspace). Proficiency in Microsoft 365 administration, including user management and licensing. Familiarity with SharePoint, Exchange, Teams, and OneDrive. Experience with Teams administration.
• Software Installation: Proficiency in installing and configuring software applications and drivers.
• Hardware Maintenance: Skills in assembling, disassembling, and upgrading computer components.
• Troubleshooting Skills: Ability to efficiently diagnose and resolve hardware and software issues.
• Networking Basics: Experience with networking concepts, including TCP/IP, DNS, and DHCP.
• User Account Management: Expert Knowledge of user account creation, modification, and permissions management.
• Security Awareness: Awareness of security best practices.
• Documentation Skills: Ability to create and maintain documentation and knowledge-based articles.
• Remote Support: Familiarity with remote support tools and techniques.
• Problem Solving: Expert skills for identifying and resolving technical issues.
• Time Management: Effective multitasking skills to handle multiple requests concurrently.
• Attention to Detail: Detail oriented in documentation and inventory management.
• Adaptability: Flexibility to work in a dynamic IT environment.
• Team Collaboration: Ability to collaborate with IT teams for issue resolution.
• Compliance Awareness: Understanding of IT policies and procedures.

How You Will Be Successful:

• Envision the Future
• Communicate Honestly and Broadly
• Seek Technology and Business “First”
• Embrace Diversity and Take Risks

What We Offer:

• Competitive Salary
• Comprehensive Benefit Package
• 401(k) with matching contributions
• Paid Time Off
• Employee Discounts
• Free training on all Altair products

Why Work with Us:

Altair is a global technology company providing software and cloud solutions in the area of data analytics, product development, and high-performance computing (HPC). Altair enables organizations in nearly every industry to compete more effectively in a connected world, while creating a more sustainable future. With more than 3,000 engineers, scientists, and creative thinkers in 25 countries, we help solve our customer’s toughest challenges and deliver unparalleled service, helping the innovators innovate, drive better decisions, and turn today’s problems into tomorrow’s opportunities.

Our vision is to transform customer decision making with data analytics, simulation, and high-performance computing.

For more than 30 years, we have been helping our customers integrate electronics and controls with mechanical design to expand product value, develop AI, simulation and data-driven digital twins to drive better decisions, and deliver advanced HPC and cloud solutions to support unlimited idea exploration. To learn more, please visit altair.com

Ready to go? #ONLYFORWARD

At our core we are explorers; adventures; pioneers. We are the brains behind some of the world’s most revolutionary innovations and are not only comfortable in new and unchartered waters, we dive headfirst. We are the original trailblazers that make the impossible possible, discovering new solutions to our customer’s toughest challenges.

Altair is an equal opportunity employer. Our backgrounds are diverse, and every member of our global team is critical to our success. Altair’s history demonstrations a belief that empowering each individual authentic voice reinforces a culture that thrives because of the uniqueness among our team.