Top 6 Service desk support Jobs in Birch Run Mi

Service Desk Technician Level 1
Heiden Technology Solutions —Saginaw, MI
- Full-time
- Background check
- Mid-level
- Office
- Disability insurance
- Health insurance
Quick Apply
4d
IT
Garber Automotive Group —Saginaw, MI
- Urgently hiring
- Microsoft Outlook
- Office
- Communication skills
- Health insurance
- Dental insurance
IT Technical Support Specialist (Majority On Site)
Morley —Saginaw, MI
- Full-time
- Hybrid work
- Background check
- Computer Science
- Pass drug screening
- Wellness program
- Disability insurance
11d

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Service Desk Technician Level 1

Heiden Technology Solutions -
Saginaw, MI

Quick Apply

Job Details

Full-time
4 days ago

Benefits

Disability insurance
Health insurance
Cell phone reimbursement
Life insurance
Retirement plan

Qualifications

Technical Proficiency

Full Job Description

Description:

+ Service Desk Technician Level 1 (SDT L1) Overview

Service desk technicians are first responders to reported and ticketed client issues. The Service Desk Technician (SDT) is responsible for providing professional, considerate, and timely reactive remote support for clients that rely on IT systems to work efficiently. SDTs are responsible for quick response and resolution to client service issues, as well as timely communications to clients about work being performed. SDTs must work within the reactive services framework of the Service Desk using established team processes.

SDT roles will vary based on SDT skill set and therefore ticket types assigned. The following outlines the responsibility of a SDT L1 role:

L1: Triage and user MACs

+ Essential Job Functions

Provide support to end users of managed services clients
Take direction from the Service Desk Manager (SDM) and manage ticket assignments relative to ticket priority and age
Follow specific Service Desk Team documented processes and workflows
Work assigned tickets from triage through completion
Use our suite of service desk and tools to diagnose and resolve client support issues
Refer to client technical documentation for information that will help you understand and resolve client technology issues
Escalate assigned aging tickets to the SDT L2 or L3 when assigned tickets cannot be resolved within 1-hour to maintain acceptable average resolution time KPI
Seek assistance from the SDT L2, L3 or SDM when stuck
Document service work and time in ConnectWise
Understand the implications and effect of service procedures, steps, and tasks that your work will have on client infrastructure, uptime, and potential business interruption
Work collaboratively with the members of the Service Desk Team, and cross functionally with all service delivery teams and team members familiar with the client environment and business
Work with the SDM to identify chronic service issues across the client base
Provide after hours on call support based on the on-call schedule/rotation
Maintain technical skills required to perform the SDT role
Attend and participate in weekly one-on-ones with SDM and monthly team meetings

+ Compensation and Benefits

BCBS/BCN Health Insurance Options
Simple IRA - 3% Employer Match
Annual Clothing Stipend - $100
Monthly Phone Stipend - $15/month
Paid Life Insurance and Short Term Disability
Eligible for Bonuses through Recognition and Certification Programs

Requirements:

+ Education and Experience

Technical skill relevant to technologies supported (ongoing)
Strong organizational and coordination skills
Excellent communication abilities for effective client and team interactions
Ability to manage multiple tasks and prioritize effectively
Technical skill relevant to technologies supported (ongoing)
Strong organizational and coordination skills
Excellent communication abilities for effective client and team interactions
Ability to manage multiple tasks and prioritize effectively

+ Working Conditions

Full-time, Monday-Friday
Occasional OT (1.5x)
Ability to lift 50+ lbs.
In-Office; Saginaw, MI
Very limited travel for trainings as needed.
Requires participation in an on-call rotation, alternating between weekday and weekend rotations (approximately every 4-8 weeks, depending on staffing).
Ability to pass a background check and driver's check.

SDT L1s report directly to the Service Desk Manager.

Quick Apply

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service desk support jobs in birch run mi

Service Desk Technician Level 1

IT

IT Technical Support Specialist (Majority On Site)

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