IT Helpdesk Engineer

Monolithic Power Systems • Detroit, MI

4d

About The Position

MPS is seeking a detail-oriented IT Helpdesk Engineer to join our IT team. The ideal candidate will have a strong background in end-user IT support. The candidate will be responsible for ensuring all employees have the technical support needed to perform their tasks efficiently. This role involves direct technical support, system troubleshooting, and maintaining our IT infrastructure to ensure high availability and security.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or equivalent experience.
• Broad experience in the following areas: PC/laptop hardware, software, telecommunications, mobile devices administration.
• 2-5 years of equivalent IT experience.
• Ability to diagnose problems and provide solutions and/or escalate to the appropriate expertise area.
• Experience in effectively communicating and presenting technical concepts to management, peer group and staff.
• Windows 11, Mac OS, Microsoft Office and Cloud file share support experience.
• Zoom/Teams meeting setup and basic troubleshooting experience.
• ITIL Foundation certified (v3 or v4) and/or a clear understanding of the ITIL system and ticketing process.
• LAN and IP networking knowledge and ability to approach issues logically using OSI model or similar.
• Exposure to cloud technology.
• VoIP experience.

Nice To Haves

• Strong understanding of network configurations and troubleshooting across various platforms.
• Excellent troubleshooting skills in environments running macOS, and Windows.
• Knowledge of security practices and protocols specific to each operating system.
• Proficient in managing devices and software in iOS, Android, and Windows.
• Exceptional communication and interpersonal skills to interact with users at all levels.
• Strong problem-solving abilities and customer service orientation.
• Ability to work independently and as part of a team in a fast-paced environment.

Responsibilities

• Provide first-level contact and convey resolutions to user issues via the help desk system or via in-person support for macOS and Windows platforms.
• Troubleshoot and resolve hardware, software, and networking issues for end-users across different operating systems.
• Manage user accounts, permissions, and access rights across supported systems on macOS, Windows.
• Assist in the configuration, setup, and maintenance of IT hardware and software tailored to each OS environment.
• Ensure all systems are up-to-date with the latest patches and security updates for each operating system.
• Maintain accurate and current documentation for hardware and software configurations specific to macOS, Windows.
• Develop and update user guides and FAQs for common IT issues across all supported platforms.
• Track and report on IT issues, resolution times, and user feedback to improve service delivery.
• Implement and enforce security protocols tailored to each OS to protect company data and infrastructure.
• Educate staff on IT security best practices relevant to their operating system.
• Participate in IT projects including rollouts of new applications, upgrades to existing systems, and transitions to new technologies, ensuring cross-OS compatibility.
• Work with other IT team members to plan and execute these projects effectively.
• Executives Support

Benefits

• MPS offers a comprehensive benefits package.
• We provide health care coverage, dental and vision, and life and disability protection.
• Employees in sales positions may be eligible for our sales incentive bonuses.
• Employees in certain positions may be eligible for stock compensation.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 1,001-5,000 employees