IT Support Technician

ARaymond•Rochester Hills, MI

About The Position

Shape the future of ARaymond as part of our global IT Support Community. Join a team at the core of our daily operations, where your work ensures smooth and reliable IT experiences for colleagues across the organization. In this role, you will deliver high-quality IT support services that help us meet our defined service level commitments. Your mission includes providing professional assistance to end users on hardware, software, applications, network permissions, and user management within a Microsoft-based environment. You will also take responsibility for tasks such as installing and configuring hardware, advising users on IT-related matters, and managing incoming requests through our ticketing system. Your contribution will help keep our digital workplace running efficiently and empower our teams to perform at their best.

Requirements

IT ‑ related degree or equivalent professional experience
Strong background in both onsite and remote user support (3+ years)
Advanced knowledge of computer hardware and software troubleshooting
Proven experience configuring and supporting Windows 11, standard Microsoft applications (Edge, Office, Microsoft 365 apps, OneDrive), Active Directory, Entra, Exchange/Outlook, Teams, Intune, and GPO
Solid technical understanding of desktops, laptops, printers, end-user peripherals, network and mobile devices
Excellent interpersonal skills with a strong customer ‑ service mindset
Ability to analyze issues, weigh risks and benefits, and develop effective, creative solutions
Strong organizational and time ‑ management abilities, with clear verbal and written communication skills
Collaborative team player with a willingness to learn and grow
Fluency in English required

Nice To Haves

Spanish language skills are a plus

Responsibilities

Taking ownership of user issues and proactively troubleshooting.
Supporting installation, configuration, and usability of desktops, mobile devices, peripherals, and software.
Understand, reproduce, and diagnose reported technical incidents.
Document incidents and resolutions in the ticketing system and escalate when required.
Participate in and lead assigned project tasks.
Coordinate activity with external vendors.
Collaborate with other IT communities to resolve technical issues.
Install and configure network devices and printers.
Work with regional and international teams across the ARaymond Network.
Participate in a monthly 24/7 on-call rotation.