Service Desk Technician

Detroit IT provides IT services to businesses throughout Metro Detroit and Southeastern Michigan. We provide Exchange server support, Office 365 migrations, ongoing remote support, a fully staffed Helpdesk, managed IT services, and consulting that help keep your business running efficiently.

Detroit IT is looking for an organized, friendly, and well-rounded individuals to join our IT Services team! The Service Desk Technicians must have strong organizational skills, great verbal and written communication, customer service experience, and a positive attitude! Experience in managing multiple client accounts and adapting to continuous change will help each individual be successful in their roles.

Job Responsibilities:

• Answer incoming Helpdesk telephone calls.

• Create tickets in Helpdesk software.

• Troubleshoot reported issues.

• Escalate tickets to additional support resources if required.

• Follow-up with clients on status of open tickets.

• Customer data entry in to CRM systems.

• Project coordination.

• Customer follow-up via phone and email as necessary.

• Customer documentation in wiki or other platform.

• Attend customer and internal meetings and be responsible for note taking and sending meeting recap to clients.

• Schedule client meetings and coordinate internal resources.

• Launch project templates in systems when projects kick off.

• Send client satisfaction surveys.

• Completion of tasks related to specific clients on a monthly basis:

o Monthly back checks and test restores.

o System audits and reporting.

• Assistance with sending out thank you letters to clients and contacts.

• Order supplies and equipment for customers when requested.

• Record all time spent on tickets and client accounts in time reporting software.

Qualifications

• Minimum of at least 2 years of experience working in a customer service role.

• Bachelor’s Degree in Information Technology or a related field.

• Ability to create, receive, and act on incoming tickets and projects in a timely manner.

• Self-motivated with passion for managed IT.

• At least two recognized industry certifications.

• Good knowledge of Windows and Macintosh operating systems.

• Outstanding client handling and communication skills both written and verbal.

• Ability to meet deadlines and be held accountable.

• Strong written and verbal communications skills.

• Must be 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.

Additional Information

• Competitive pay package that includes base salary or hourly pay and potential to be included in the company bonus plan.

• Traditional benefits including Health, Dental, and Life Insurance and 401(k) plan.

• A casual and fun work environment.

• Ongoing growth and development opportunities including training, on-the-job experiences, and volunteer opportunities.