Information Technology Desktop Support

Company Description

Total Network Solutions has provided IT services for small and medium-sized businesses since 1998. The company provides affordable and well-managed technology services, including IT Infrastructure, managed IT, and Cybersecurity Services.

Role Description

This is a full-time on-site role for an Information Technology Desktop Support Specialist for a large client located in Saginaw, Michigan. The role involves day-to-day tasks such as end users and desktop administration, troubleshooting, and providing excellent customer service.

Key Responsibilities

• Provide Level 1 and Level 2 support for end-users, including troubleshooting hardware, software, and network issues.
• Support and manage Microsoft 365 applications, including Outlook, Teams, OneDrive, SharePoint, and Office Suite.
• Respond to and resolve helpdesk tickets in a timely and efficient manner.
• Install, configure, and maintain computer hardware, peripherals, and operating systems.
• Assist with user account management in Active Directory and Microsoft 365.
• Provide remote and on-site support to employees as needed.
• Set up and troubleshoot printers, mobile devices, and VoIP phones.
• Assist in basic network troubleshooting, including connectivity issues, VPN, and Wi-Fi setups.
• Document and maintain accurate records of issues, solutions, and IT assets.
• Assist with software installations, updates, and patch management.
• Educate end-users on best IT practices and security awareness.
• Collaborate with the IT team to escalate and resolve complex technical issues.

Technical Skills & Experience

• 1-3 years of experience in an IT support role (helpdesk or desktop support).
• Strong knowledge of Microsoft 365 administration (Exchange, Teams, OneDrive, SharePoint).
• Familiarity with Windows 10/11 operating systems; Mac OS knowledge is a plus.
• Basic experience with Active Directory, user permissions, and group policies.
• Understanding of network fundamentals (DNS, DHCP, TCP/IP, VPNs, Wi-Fi).
• Experience with ticketing systems for tracking and resolving IT issues.
• Familiarity with antivirus and endpoint security solutions.
• Experience with remote support tools such as NinjaRMM, Autotask, Avanan, Mimecast, Cynet.

Soft Skills

• Excellent communication and customer service skills.
• Strong problem-solving and analytical abilities.
• Ability to multi-task and prioritize in a fast-paced environment.
• Team player with a willingness to learn and take on new challenges.
• Ability to explain technical concepts to non-technical users.

Preferred Qualifications

• CompTIA A or Microsoft 365 certifications (MCP, MS-900, etc.).
• Experience with IT asset management tools.
• Knowledge of basic scripting (PowerShell, Bash) is a plus.
• Experience supporting cloud-based applications and SaaS platforms.

Work Environment & Physical Requirements

• Office-based role between the customer's six local sites.
• Ability to lift and move IT equipment (up to 50 lbs).
• May require occasional travel to support remote offices.

Benefits & Perks

• Competitive salary based on experience.
• Health, dental, and vision insurance.
• 401(k) with company-matched.
• Paid time off (PTO) and holidays.
• Professional development and certification reimbursement.
• Friendly and collaborative team environment.