IT Help Desk Agent
Job Description
This onsite IT support role provides first-line helpdesk assistance for end users in Novi, MI, handling hardware, software, and network issues via phone, email, chat, and a ticketing system.
Responsibilities
- Serve as the primary point of contact for all inbound technical support requests via phone, email, chat, and ticketing portal.
- Log, categorize, prioritize, and track all incidents and service requests in the ITSM ticketing system (eg, ServiceNow, Jira, or Zendesk).
- Diagnose and resolve common technical issues including password resets and account unlocks, hardware and peripheral troubleshooting, software installation and configuration, VPN and remote access support, Microsoft 365 and Google Workspace issues, and network and Wi-Fi connectivity problems.
- Follow documented Standard Operating Procedures (SOPs) and knowledge base articles to resolve issues efficiently and consistently.
- Escalate unresolved or complex tickets to L2/L3 teams with thorough documentation of all troubleshooting steps taken.
- Communicate clearly and professionally with end users throughout the full lifecycle of each ticket.
- Maintain ownership of tickets until resolution or proper handoff is confirmed.
- Contribute to the internal knowledge base by documenting new solutions and workarounds discovered during ticket resolution.
- Meet or exceed defined SLA targets for response time, first-contact resolution rate, and customer satisfaction scores.
Requirements
- High school diploma or equivalent required; Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field preferred.
- Zero to two years of experience in a help desk, technical support, or customer service role.
- Working knowledge of Windows 11 operating system; macOS familiarity a plus.
- Familiarity with Active Directory user and group management, including password resets and account provisioning.
- Basic understanding of networking concepts including TCP/IP, DNS, DHCP, and VPN.
- Experience using an ITSM ticketing system such as ServiceNow, Remedy, Jira Service Management, or similar platform.
- Strong verbal and written communication skills with the demonstrated ability to explain technical concepts clearly to non-technical users.
- Customer-focused mindset with a professional, patient, and empathetic demeanor.
Technologies
- ServiceNow
- Remedy
- Jira Service Management
- Zendesk
- Microsoft 365
- Exchange Online
- Teams
- SharePoint
- Google Workspace
- Windows 11
- macOS
- Active Directory
- TeamViewer
- AnyDesk
- SCCM
Benefits
- Health and Wellness Benefits including medical, dental, vision, healthcare and dependent care FSAs, life insurance, disability, accident, critical illness, hospital indemnity, pre-paid legal, pet insurance, and identity theft protection.
- 401(k) retirement plan with company match.
- Flexible Paid Time Off (PTO) plan.
- Education assistance including tuition reimbursement.
- Childcare discount available to all employees.
- Corporate partner discounts.
- Support Central bonus program based on annual company performance.
Supervisory Responsibilities
- No supervisory responsibilities.
Travel
- None
Other Skills and Abilities
- CompTIA A+ or CompTIA IT Fundamentals (ITF+) certification.
- ITIL v4 Foundation certification or demonstrated working knowledge of ITIL service management concepts.
- Experience supporting Microsoft 365 environments including Exchange Online, Teams, and SharePoint.
- Familiarity with remote desktop and remote support tools such as TeamViewer, AnyDesk, or SCCM.
- Multilingual communication skills a plus.
Similar Jobs
