Service Desk Technician at Detroit IT in Troy, MI

Company Description

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.

Job Description

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.