Help Desk Technician

Madeira Networks - www.madeiranetworks.com, a growing IT management company is looking to add to our technical team at our Lansing, Michigan location. Madeira Networks has over twenty-five years of experience in the technology field and provides our diverse client base with remote help desk and on-site support, application hosting, email and spam filtering services, network security, IT management, strategic planning and technical consulting services.

We are looking for a customer service-oriented Help Desk Specialist for our Lansing office to provide technical support to our clients in an efficient and accurate manner. You will be considered as our front-line support and will solve level 1 and level 2 technical problems and provide support for all assigned areas. The goal is to make sure that customer value is maintained to the standards set forth by Madeira Networks.

As a part of our collaborative team, you have the opportunity to learn how to design, support, and maintain networking systems (LAN/WAN); install, configure, and maintain both physical and virtual servers and workstations (including backup devices, and email systems).

Successful candidates will have at least two years of help desk experience, be well-organized, client-focused, detail-oriented, and creative in their problem-solving approach. We are seeking those who are willing to learn and educate themselves beyond their current capabilities (on our dime!). Madeira Networks is a close-knit group with an excellent reputation for doing things the RIGHT way the FIRST time.

Responsibilities:

• Provide first level contact and convey resolutions to customer issues
• Properly escalate unresolved queries to the next level of support
• Track, route and redirect problems to correct resources
• Update customer data and produce activity reports
• Walk customers through problem solving process
• Follow up with customers, provide feedback and see problems through to resolution
• Maintain documentation notes and steps taken through problem solving
• Update client documentation where necessary
• Ensure proper recording, documentation and closure
• Recommended procedure modifications or improvements
• Sustain and grow your knowledge of help desk procedures, products and services

Minimum Requirements and Skills:

• At least 2 years of proven working experience in providing help desk support
• Proficiency in English
• Working knowledge of help desk remote management software
• Experience with Microsoft Domain Controllers and and Active Directory is required
• Experience with Microsoft 365 Directory Services and Microsoft Tenant Management is required
• Strong client-facing and communication skills
• Excellent with documentation
• Strong multi-tasking skills
• Customer service orientation
• Associates or Bachelor's degree in Computer Science, Information Technology or Cyber Security a plus

Job Type: Full-time

Pay: $40,000.00 - $50,000.00 per year

Benefits:

• 401(k)
• Employee discount
• Health savings account
• Paid time off

Schedule:

• Day shift
• Monday to Friday

Ability to commute/relocate:

• Lansing, MI 48906: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Help desk: 2 years (Required)
• Windows: 2 years (Required)

Work Location: In person