IT Service Management Specialist

Oetiker•Marlette, MI

2d•Onsite

About The Position

This role provides first-level Service Desk support, including incident management, service request handling, and user communications. It also delivers second-level support by acting as remote eyes and hands for end-user devices, infrastructure, and applications. The specialist will escalate and coordinate third-level support activities with manufacturers and external service providers. Additionally, they will execute and support IT and cross-functional business projects, ensuring timely delivery and adherence to requirements. The role involves monitoring Service Desk performance and reporting metrics to ensure service levels and KPIs are consistently met. Documentation of troubleshooting steps, root causes, and resolutions in accordance with IT standards is required. The specialist will also manage quotations and purchase order requisitions in alignment with procurement processes and provide technical support both onsite and remotely to ensure business continuity. This includes diagnosing and resolving hardware, software, and network-related issues, and collaborating with vendors and third-party partners to resolve escalated technical problems. The role also entails conducting IT onboarding, user training, and ongoing guidance to empower employees, ensuring data security, compliance with Oetiker IT policies, and adherence to organizational standards. Utilization of Microsoft administration tools (e.g., Intune, Azure AD, M365 Admin Center) for user support and management is expected. Maintaining accurate asset inventory and performing regular system maintenance to ensure operational reliability are also key responsibilities.

Requirements

Bachelor's degree in computer science or related field
Excellent documentation, communication, and organizational abilities.
Strong analytical, creative-thinking, and problem-solving skills.
Proven ability to work independently and remain effective under pressure.
Outstanding customer service orientation with a focus on user experience.
High technical proficiency in Microsoft environments, ESX, Hypervisor, and related technologies.
Collaborative, team oriented mindset with the ability to work effectively across functions.

Responsibilities

Provide first-level Service Desk support, including incident management, service request handling, and user communications.
Deliver second-level support by acting as remote eyes and hands for end-user devices, infrastructure, and applications.
Escalate and coordinate third level support activities with manufacturers and external service providers.
Execute and support IT and cross functional business projects, ensuring timely delivery and adherence to requirements.
Monitor Service Desk performance and reporting metrics to ensure service levels and KPIs are consistently met.
Document troubleshooting steps, root causes, and resolutions in accordance with IT standards.
Manage quotations and purchase order requisitions in alignment with procurement processes.
Provide technical support both onsite and remotely to ensure business continuity.
Diagnosing and resolving hardware, software, and network-related issues.
Collaborate with vendors and third-party partners to resolve escalated technical problems.
Conduct IT onboarding, user training, and ongoing guidance to empower employees.
Ensure data security, compliance with Oetiker IT policies, and adherence to organizational standards.
Utilize Microsoft administration tools (e.g., Intune, Azure AD, M365 Admin Center) to support and manage users.
Maintain accurate asset inventory and perform regular system maintenance to ensure operational reliability.