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Help Desk Technician II
Job Code:2017-CORP-040
City:Bloomfield Hills
FT/PT Status:Regular Full Time
Job Type:Information Technology
Job Responsibilities:

Environment: This position works primarily in an office setting. Some travel may be required to complete duties, such as user assistance and off-site training. Lifting of equipment (10-50 lbs.), personal computers, monitors, etc. is required in the daily duties of this position.

Job Description:

Responsible for resolving routine to moderately complex problems or issues. Respond to client requests and provides troubleshooting assistance and support related to hardware and/or software issues. Listen to the client situation, ask appropriate/relevant questions, run diagnostic tests, isolates the problem, determines solution and/or fix needed to resolve the issue and implements the solution. Log all IT issues in the tracking system. Work on IT projects as assigned by the Technology Operations Team Leader. Complete all tasks with a positive, customer-service oriented attitude.

Main Job Tasks and Responsibilities:

  • Provide day-to-day support of desktop PC software applications.

  • Log service requests as open tickets, maintain status, and provide follow-up both to end users and to senior members of the IT team.

  • Schedule and install new hardware and software applications.

  • Perform preventative maintenance on computer equipment.

  • Inventory and maintain IT equipment (Desktops, laptops, printers, monitors, tablets, and smartphones).

  • Willing to travel to remote sites (20 – 40%).

  • Perform special projects as assigned by the Technology Operations Team Leader.

  • Stay current with system information, changes, and updates.

  • Serve as the initial escalation point for issues with the team.

  • Willing to work overtime when necessary.

  • Diagnose and resolve technical hardware and software issues.

  • Research questions using available information resources.

  • Develop and follow standard help desk procedures.

  • Ability to assist other technicians with issues and taking ownership of an issue that was initially worked on by another technician.

  • Willing to take the lead on varied projects.

Job Qualifications:

Key Competencies:

  • Strong oral and written communication skills

  • Exceptional customer service skills

  • Noteworthy problem analysis and problem-solving

  • Adaptability

  • Planning and organizing

  • Attention to detail

Education and Experience:

  • Associate or Bachelor Degree in Technology related field (desirable) or 3-5 years of related work experience

  • A CompTIA A+ and/or CompTIA Network+, or MCTS Windows 7 Certification desirable

  • Familiarity with Help Desk practices (ticket systems, team environment, etc.)

  • Experience with remote troubleshooting

  • Experience with VPN

  • Knowledge in Microsoft Exchange 2010/2013/2016, Office 365, & Active Directory Users and Computers

  • Advanced MS Office Suite (Word, Excel, Outlook) skills

  • Working knowledge of Windows 7, 8, and 10

  • Working knowledge of multi-function printers (HP, Canon, Ricoh)

  • Knowledge and experience of customer service practices

  • Good working knowledge of networking

  • Good working knowledge in Telecom and VoIP technology

Other Job Information (if applicable):