Desktop Support Technician

Sira Consulting • Grosse Pointe Woods, MI

430d • $43,680 - $49,920

About The Position

The Desktop Support Technician will be a key member of the Field Service Operations team, responsible for providing high-quality technical support and customer service to end users. This role involves direct interaction with users for deskside support and on-site problem resolution, ensuring timely and effective service delivery. The technician will also collaborate with other IT teams and manage a team of technicians across multiple locations, focusing on service level adherence and resource productivity.

Requirements

• 4-7 years of technical experience in service delivery and end-user support.
• Experience with desktop systems, operating systems, and diverse technical environments.
• Excellent customer service orientation and verbal communication skills.
• Experience supporting Windows Operating Systems, MS Office, VPN, and local/network printing.
• Ability to install and troubleshoot a wide range of applications.
• CompTIA A+ certification or equivalent certification.

Nice To Haves

• Experience with iOS devices.
• Experience in customer support for at least 1 year.
• Flexibility to travel to remote sites or clusters.

Responsibilities

• Provide deskside support for service requests and on-site problem resolution.
• Manage a team of 25-30 technicians across various locations.
• Oversee the reporting and adherence to SLAs and contracts.
• Plan and manage shift schedules, including on-call rosters.
• Ensure team training and development for improved service delivery.
• Maintain security compliance and sufficient inventory levels across locations.
• Resolve all service requests and incidents within agreed service levels.
• Plan and execute move requests or project work as needed.
• Install and configure desktops, laptops, mobile devices, and associated peripherals.
• Perform break-fix support, desk-side support, and health checks.
• Provide onsite technical assistance to end users at their desk locations.
• Manage the ticket queue and ensure timely resolution of tickets.
• Coordinate with vendors for end-user support and warranty repairs.
• Perform security and compliance-related tasks, including access reviews and risk assessments.
• Support IT needs for on-site or off-site events and meetings.
• Provide disaster recovery support and immediate response in emergencies.

Benefits

• 401(k)
• Dental insurance
• Health insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree