Sr. Onsite Desktop & IT Support Technician

Industry: Managed Services Location: Plymouth, MI    

Job Summary

This position is responsible for ensuring accurate and timely technology support and problem resolution to internal and external customers. Resolves complex and everyday service requests relating to PC, server, and network hardware and software problems and malfunctions; interacting and consulting with clients to manage client satisfaction; providing guidance, assistance, and follow- up on client inquiries; and assisting in the implementation of desktop hardware and software. May supervise and coordinate the activities of other desktop support staff.

Responsibilities

·      Ability to resolve level 1, level 2 and some level 3 hardware, software, application, and networking problems.

·      Responsible for providing quality customer service to both clients and internal staff.

·      Handle diverse desktop hardware and software problems reported by clients in accordance with established procedures and service guidelines.

·      To work well with fellow team members, peers, and vendors.

·      Responsible to follow all documentation, policies, process and procedures as laid out by the Manager.

·      Install and configure new hardware and software as necessary.

·      Take a lead role in selecting ways to improve client support and selecting technology support tools.

·      Take a lead role in maintaining the technical currency of the environment.

·      Assist in coordinating installation of software and implementation of procedure changes.

·      Any other duties that are assigned by your Manager.

Requirements

·      Good written and oral communication skills.

·      Excellent skills in dealing unstructured problems that affect efficiency and effectiveness of customers.

·      Knowledge of networking technologies and internal customer applications.

·      Understanding of Inter/intranet tools and technology.

·      Experience in PC and network issues.

·      Experience in LAN/network administration or systems administration in relevant computing environment.

·      Foundational knowledge of security, anti-virus, and ransomware, including the ability to investigate security threat alerts.

·      Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.

·      Excellent skills in dealing with unstructured problems that affect efficiency and effectiveness of customers.

·      Work environment requires ability to be flexible and adaptable to new situations.

·      Ability to work with minimal supervision in a team environment.

·      Project a professional, positive manner in person, on the phone and via email.

·      Ability to establish and maintain a high level of customer trust and contribute to team’s knowledge of customer’s business needs.

·      5 years of experience in an IT support or technical environment with significant PC or client/server platform experience.

·      Successful development and implementation of new technology and processes.

·      Successful experience in working with customers to develop effective solutions to diverse and complex business problems.

·      Foundational knowledge of security, anti-virus, and randsomware.         

the ability to investigate threat alerts.

Desirable

·      Bachelor’s degree desirable or equivalent work experience

·      A Certification

·      Proficiency in Windows 10, 11 OS and Microsoft Office products

·      MCDST certification

·      Network certification

Who we are

Calance is a global IT Services firm specializing in end-to-end solutions for Development, Robotic Process Automation (RPA), Business Intelligence and Data Science, DevOps enablement, Managed Services, Security, Construction Management Software Integration and IT Staffing.

Headquartered in Southern California with offices across US and India, our team has made a commitment to excellence for over 20 years. At Calance, we pride ourselves on building long- lasting relationships — both with clients and with our team. This fosters a culture of trust and a commitment to creating high-quality, customer-oriented IT solutions, which is why we’ve seen a 90% client retention rate and successful long-term relationships with leading SMB and enterprise partners.

With decades of extensive domain knowledge in technology solutions and exceptional customer support, the Calance team shares a passion for helping organizations achieve digital transformation and build streamlined IT infrastructure that supports their continued success. Our customized IT solutions empower organizations to hit their long-term business goals and lead their industry.

We believe our long term relationship with employees is one our most valuable assets. At Calance we strive to build a culture where personal and professional growth are as important as customer growth and success. We often refer to Calance as a family — a family committed to sustainably growing businesses, driving client success, and working to ensure everyone in the family achieves their full potential.

We offer generous compensation and a benefits package — which, coupled with an exceptional company culture, has resulted in most Calance team members staying with the company for over 7 years. We also provide H1B work permits and permanent residency sponsorship.