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IT Help Desk Technician

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Excellent opportunity to work for a growing IT company located in Troy/Detroit, MI Currently seeking a Service Desk Technician - Support Associate (Tier 1) Benefits Offered : Eligible for benefits after 90 days of employment Pay rate : $15-17 hourly, pending experience Schedule: Monday-Friday/First shift Length: Contract with direct hire consideration Department: Service and Support Reports to: Service Manager Position Overview Looking to for new team members to join our fast-paced support team. Our team works remotely with our clients to resolve their technical issues both proactively and reactively. We are looking for team members who have a primary focus on client experience, while working efficiently to resolve these issues. The newest members of our team must be adaptable to changing priorities, have a positive attitude, a willingness to learn new skills, as well as great written and verbal communication skills. You will be working with a team that loves what they do and are eager to help you help our clients. While basic troubleshooting skills are important, we believe that we are in it together and want to ensure your success! In an average day, you will work with users of all levels of technical ability across many different industries. You will be working on incidents (break/fix) as well as proactive maintenance and service requests. Key Tasks and ResponsibilitiesIT Support relating to technical issues involving Microsoft's core business applications and operating systemsBasic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and securityBasic remote access solution implementation and support: VPN, Terminal Services, and CitrixMonitor the remote monitoring and management system alerts and notifications, and respond accordingly through service ticketsSystem documentation maintenance and review in ConnectwiseCommunication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outagesAccess Management (Add/Change/Delete User Accounts and Groups)ShareFile Application UsageVendor ManagementSlow Computer TroubleshootingApplication InstallationFile-Level RestoreMalware/Virus RemovalISP Outage ManagementDisk Space Alert RemediationWindows Patch Management ExecutionWorkstation Imaging and DeploymentPrinter DeploymentQuick turnaround of customer requestsAbility to work in a team and communicate effectivelyService Requests with Documented ResolutionsEscalate service requests that require engineer level support Support QueueAccept cases from the support queueRemotely assist clients with support needsClearly communicate status on problems as well as resolutionExceed SLA guarantees to clientsClearly document all tasksMaintain high customer satisfaction Computer Repair and MaintenanceVirus/Malware issuesNetwork scanning/printersDesktop application and operating system managementInstallation, Configuration and TroubleshootingNetwork connectivityWiredWirelessDHCPSmartphone managementActive synciPhone, iPad, Android systemsEnd user email managementEmail bounce back troubleshootingSPAM servicesWebmailUser managementMicrosoft Active Directory and ExchangeAdd Move ChangeNetwork file permissionsCreate distribution listsBackupsManagement of customer backup softwareRemote Backup SolutionLocal Backup SolutionsRestore files Knowledge, Skills, and/or Abilities Required: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Minimum one year relevant experience working as an outside support resource or two years relevant experience working as an internal support resourceTwo-year degree, or active pursuit of a two-year degreeInterpersonal skills: such as telephony skills, communication skills, active listening and customer-careDiagnosis skills of technical issuesAbility to multi-task and adapt to changes quicklyTechnical awareness: ability to match resources to technical issues appropriatelyService awareness of all organization's key IT services for which support is being providedUnderstanding of support tools, techniques, and how technology is used to provide IT servicesTyping skills to ensure quick and accurate entry of service request detailsSelf-motivated with the ability to work in a fast moving environmentBasic understanding of networking principles:Client Server networkingTCP/IPRoutingDNSDHCPthe InternetSwitchingBasic knowledge of CAT5 wiringBasic knowledge of wireless security and wireless client configurationEntry level knowledge of Active DirectoryAbility to perform basic user account administrationBasic understanding of network firewalling/security technologyGeneral knowledge of server maintenance tasks:Backup software monitoring and troubleshootingDisk defragmentationEvent log reviewHardware monitoring tool reviewCorporate antivirus software experience. Symantec Endpoint Protection preferredSpyware removal experienceTroubleshooting fundamentalsAbility to break problems down and use a logical process of eliminationFirm understanding of desktop hardwareAbility to diagnose hardware problems.Familiarity with desktop hardware diagnostic toolsUnderstanding of RAIDFirm understanding of mobile device configurations and supportAbility to follow complex detailed instructions to accomplish more complex tasks. Example: Desktop Deployment Guide

We provide a diverse range of innovative staffing solutions using tools that yield a high level of client satisfaction based on that clients unique set of expectations.

We pride ourselves in our ability to create staffing solutions, perform consultative services, and provide scalable human resource management. Our proven TEAM philosophy combined with flexible approaches helps our clients achieve their business goals through measurable value-added solutions.

HCS improves staffing and consulting services by utilizing state-of-the-art technology and processes to recruit, screen, evaluate, track and pay employees. We maintain a database of highly skilled individuals who have been screened, evaluated and classified based on the standards set for each job requirement.

HCS Leading the way by leading your team.
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