What are the responsibilities and job description for the IT Service Technician position at Omega Computer Services, LC?
ABOUT US
Our mission is to provide complete hardware, software, and support solutions, enabling clients to operate their businesses more successfully. In 1994, Omega Computer Services started as a small I.T. consulting firm and transformed over the years into a complete I.T. managed service provider. Now, Omega is one of the top MSPs in Michigan. We pride ourselves on a strong company culture, made possible by our staff’s commitment to upholding our five core values:
DO THE RIGHT THING | GROW OR DIE | PASSION FOR OUR WORK | HUMBLY CONFIDENT | WE LOVE CUSTOMER SERVICE
THE POSITION
We are looking for a full-time IT Service Technician to join our team working in the Greater Detroit area. Our Service Desk is active Monday - Friday, 8:00 AM - 5:00 PM with occasional appointments and on-call shifts required after hours. Some travel will be necessary to visit client locations, mostly within the Greater Detroit area, but potentially visits up to three hours away – transportation is company-provided. Please visit www.ocs.help/careers to learn more about our company culture, employee perks, and benefits.
KEY RESPONSIBILITIES
- Diagnose and troubleshoot end-user issues remotely through the ticketing system
- Maintain high-quality support by responding quickly, effectively, and in a professional manner
- Provide on-site technical service and support for existing clients, including, but not limited to:
- Modifying configurations, utilities, software default settings, etc. for local workstations
- Ensuring each workstation has the proper equipment
- Installing, testing, and configuring new workstations, peripheral equipment and software
- Managing PC setup and deployment for clients' new employees
- Document internal procedures and notes pertaining to the ticket resolution
- Assist Project Technicians with on-site technical setup for new clients
- Assist remotely with service requests and escalated tickets
- Maintain inventory of all equipment, software and software licenses; including frequent communication with the Inventory Admin to send and receive equipment on schedule
- Perform timely workstation hardware and software upgrades as required
QUALIFICATIONS
- 1 year(s) of experience working on an IT Service/Help Desk or NOC team environment
- 1 year(s) of experience providing excellent customer service
- Proven written and oral communication skills
- Ability to work independently, achieve high standards, and consistently meet deadlines
- Possess an inclination and passion for learning new technologies quickly
- Excellent problem-solving skills, especially in fast-paced, high-pressure situations
- CompTIA A Certification (or equivalent)
- Certification or above-average comprehension of:
- Active Directory services
- Network setups and configurations
- Microsoft 365
- Multi-platform environments
- Ninja RMM (or similar RMM/PSA software)
- Freshdesk (or similar ticketing system)
- Cisco Meraki
WE CAN'T DO WHAT WE DO WITHOUT YOU
This position assists with driving our mission by maintaining high-quality, white-glove I.T. services and support for our clients. This position also contributes to our team by implementing best practices for the ultimate benefit of our staff and clients.