What are the responsibilities and job description for the Desktop Support position at Artech LLC?
Job Title : Desktop Support
Location : Auburn Hills, MI 48084
Duration : 6 months (with possible extension)
Job Description :
Level 2 support
No application support but Client
Imaging laptops
Anything location specific – admin rights, tech bar, password resets
BMC ticketing system
No break fix – that’s all through maintenance
1100 people in the AH office
Overview :
We are seeking an IT technician to provide second level support to our internal clients. The technician will resolve technical support requests from internal clients, both remotely and in person. The technician will provide an accurate and professional resolution on all supported issues, perform timely follow-up and accurately resolving all assigned technical issues. The IT Technician will also install, configure, and support new and upgraded computers, printers, mobile devices, phones, and other office peripherals.
Core Responsibilities :
Work in a ticketing system to answer, evaluate, resolve, and document incidents or requests.
Escalate incidents or requests to third level IT support personnel, IT management, and other support teams as required
Deploy desktops, laptops, mobile phones, desk phones, and other office peripherals to clients and the business environment
Input and update systems or documents to maintain accurate data for IT objectives such as asset management and warranty claim
Provide VIP support to company executives
Participate in IT projects as needed
Travel to other local offices for IT support as needed
Required Qualifications :
High School Diploma or equivalent
1-3 years’ experience working in Desktop Support or Help Desk
In-depth knowledge of Client Windows 10, 11 and Office 365
Experience working in a ticketing system such as HPSM or Remedy
Excellent diagnostic and problem-solving skills
Understanding of the fundamentals of networking
Exceptional customer service skills and personable
Outstanding communication and teamwork skills
Preferred Qualifications :
Certification as an IT Technician (e.g. CompTIA A , MCITP)
Degree in Computer Science
Experience with basic local area networking
Experience working in an asset management system
Experience working in Active Directory
Analytical thinker
Attentive to detail
Self-Driven Knowledge Seeker (ie. Comfortable figuring things out or finding documentation without having constant guidance)
Problem solver (Comfortable creating processes or solutions to solve new problems)
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