Technical Operations Support Specialist

Entrega • Troy, MI

3d • Onsite

About The Position

The Technical Operations Support Specialist serves as the first point of contact for the IT help desk, supporting end users with technical incidents and service requests. This role is responsible for diagnosing and resolving Level 1 issues within established service levels and providing day-to-day deskside and remote end-user support. The Specialist documents all interactions in the ticketing system, performs initial troubleshooting, and escalates unresolved or complex issues to Level 2 support with appropriate detail. This role also executes assigned operational tasks and contributes to maintaining a high level of service quality and user satisfaction.

Requirements

• Ability to work independently as well as in a team environment.
• Capable of managing multiple tasks and projects simultaneously.
• Comfortable working under pressure or strict deadlines.
• Demonstrated ability to solve problems and formulate recommendations.
• Excellent communication skills.
• Exceptional attention to detail.
• Outstanding writing and analytical-thinking skills.
• Ability to clearly document work procedures.
• Passion for learning and personal growth, specifically when it comes to technology.
• Possess organizational and prioritization skills.
• Self-starter with a high degree of integrity and professionalism.
• Willingness to work full-time onsite at Entrega’s Michigan office.
• 2+ years of deskside and laptop support, as well as IT hardware troubleshooting experience required.
• High level of proficiency with Windows 11.
• Experience with Microsoft Active Directory, Azure Active Directory, and Microsoft Entra ID.
• High level of proficiency with the Microsoft Office suite.
• Excellent customer service and communication skills.
• Professional, helpful demeanor and attitude.

Nice To Haves

• Associate’s degree in Computer Science or a related technical field preferred.
• Mac OS proficiency.
• Unix/Ubuntu familiarity.
• Familiarity with Cisco and Meraki Firewalls a plus.
• Certifications preferred (Microsoft, ITIL Foundations).

Responsibilities

• Field technical incidents and requests, and prioritize, schedule, and escalate problems, when applicable, to the appropriate level technician to resolve the issue in a timely fashion.
• Use diagnostic utility tools to aid in troubleshooting issues.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Create self-help knowledge articles that help end users fix problems.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications to ensure end users have the software and hardware support needed to optimize their tasks.
• Working with the cybersecurity team and automated tools, assists in the remediation of identified desktop vulnerabilities to ensure security compliance.
• Perform preventive maintenance, including checking and cleaning workstations, printers, and peripherals, to ensure Entrega has well-maintained equipment for end users.
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution, and evaluate current operational processes and recommend improvements to streamline the process.
• Supports the employee onboarding and offboarding experience, including creating and deactivating user IDs, deploying and retrieving laptops, and conducting technology and security onboarding.
• Perform other tasks and duties as required to support and contribute to the overall success of the organization.

Benefits

• This role offers a competitive base salary aligned to experience and scope.
• Where applicable, employees may be eligible to participate in performance-based incentive programs aligned to organizational and individual results.
• We offer a comprehensive benefits package including medical, dental, and vision coverage, 401(k), paid time off, and additional benefits designed to support our employees’ well-being.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 1-10 employees