IT Technician

UTEC•Troy, MI

About The Position

UTEC is seeking a motivated and customer-focused IT Technician to join our professional services delivery team. This position plays a key role in providing technical support and problem resolution to our clients, helping to maintain our reputation as the premier Managed Services Provider (MSP) for mid-sized businesses and schools. The Help Desk Technician will handle a range of responsibilities, including end-user support, printer/MFP troubleshooting, and assistance with server upgrades and virtualization platforms.

Requirements

Associate’s Degree in Computer Science or a related field (or equivalent experience).
2-4 years of IT customer service experience with a focus on providing technical support.
A strong working knowledge of computer systems, hardware, and software.
Self-motivated, enthusiastic, and results-driven with a strong desire to learn and grow.
Excellent verbal and written communication skills.
Strong troubleshooting and problem-solving abilities.
Ability to follow procedures and adapt to dynamic environments.

Nice To Haves

Certifications such as A+ and Network+ are preferred.
Experience with IT systems in small and mid-sized business environments is a plus.

Responsibilities

Provide first-line, advanced technical support for computer systems, hardware, and multi-function printers (MFPs).
Perform setup, configuration, and troubleshooting for: Desktop/Laptop Systems, Microsoft Office 365, Servers (Windows/Linux), Microsoft Active Directory, Network Printers and MFPs, Wireless Access Points, Backup Management Solutions, Antivirus and Patch Management, Software Monitoring and Management Systems, Zoom Conferencing software and other AV Equipment, Other Client Technology Hardware and Software.
Execute technology deployments following established procedures and checklists.
Contribute to process improvement by identifying gaps in existing procedures and suggesting enhancements or new documentation.
Communicate effectively with clients to understand technical issues and explain solutions in a professional, clear, and approachable manner.
Respond to inbound and outbound client calls with professionalism and urgency to ensure high levels of customer satisfaction.
Demonstrate active listening skills to fully comprehend customer needs and concerns.
Maintain accurate documentation of support activities in the ticketing system.
Collaborate with the delivery team to ensure seamless implementation and ongoing support of IT solutions.
Stay up-to-date with industry trends and best practices to enhance technical expertise.
Providing technical support whether it be on the phone, in person, or remotely.
Training customers and internal staff on troubleshooting and diagnosing problems.
Perform daily monitoring alerts on Patches, Security, Hardware, Backup.
Following up with Clients after a resolution has been made.
Escalate unresolved issues to the next level of support.
Route calls to appropriate resources and vendors when necessary.
Other duties as assigned.