What are the responsibilities and job description for the Service Desk Technician position at Detroit IT?
Job Description:
Detroit IT is seeking a Service Desk Technician to join our team! This person will work in our Service Desk providing first and second-tier support for the efficient resolution of IT end-user-related incidents, service requests, and problems.
Job Responsibilities:
- Provides first and second-tier support for the efficient resolution of IT end-user-related incidents, service requests, and problems; and update the service desk management tool accordingly.
- Act as escalation point for all requests and incidents. Develop and maintain phone/ticket escalation processes to ensure free flowing escalation and information within the organization.
- Accept and troubleshoot reported issues with escalated issues from Tier I technicians taking highest priority.
- Manages and triages multiple incoming priorities effectively by understanding customer needs to identify potential problems and escalate to department contact for resolution.
- Follow-up with clients on status of open tickets.
- Customer data entry in to CRM systems.
- Installs (moves, adds, changes), maintains and configures VoIP phones, PCs, network printers and other computing devices.
- Participate in projects as necessary.
- Assist project team in post-project tasks and clean-up.
- Customer follow-up via phone and email.
- Customer documentation in wiki or other platform.
- Attend customer and internal meetings during project and be responsible for note taking and sending meeting recap to clients when needed.
- Taking note of customer needs to new technologies or products and bringing these to the CTO and/or procurement team.
- Record all time spent on tickets and client accounts in time reporting software on a daily basis.
- Submit time sheets and other cost tracking reports on a weekly basis with accuracy.
Job Requirements:
- Experience of at least 2 years in a service desk or help desk environment.
- Good communication skills.
- Comfortable with implementing new technologies and automation capabilities that enhance team efforts.
- Experience in working with team members to accomplish common goals.
- Experience in gathering insights data from multiple sources and making informed decisions where necessary.
- Organized and thorough, always delivering on promises made.
Required Technical Skills:
- Windows Server 2012/2016/2019
- Google Workspace
- VMWare ESX experience
- MS Hyper-V experience.
- Advanced networking with firewall/wireless configurations to include but not limited to Sonicwall, Meraki, ASA, and Ubiquiti.
- Office 365 Admin experience.
About Detroit IT
Detroit IT is a managed service provider with offices in Birmingham and Detroit Michigan. Since 2001, we have been providing IT support, IT consulting, cloud solutions and networking to some of Michigan's best companies.
