Technical Support Engineer

HarmonyCares is hiring a Technical Support Engineer to deliver reliable IT support across remote and onsite environments from our Troy, MI location. This role supports end users while contributing to projects tied to server, network, and database solutions.

The day-to-day work involves troubleshooting and resolving issues across desktops, servers, and network systems, while keeping support workflows organized through clear documentation and help desk procedures. You will also administer Active Directory and Exchange accounts as part of maintaining user access and communication services.

Responsibilities

• Provide timely remote and onsite technical support for end users through phone, email, and IM, implementing corrective solutions as needed
• Use a range of remote software tools to troubleshoot and resolve desktop, server, and network problems with a high first level call closure rate
• Train users on various technologies to improve adoption and reduce repeat issues
• Coordinate with outside vendors to support business initiatives
• Create and maintain formalized documentation, including Help Desk Procedures, tech tips, and knowledge bases to support faster call resolution
• Build and configure desktops, laptops, and tablets
• Administer Active Directory and Exchange accounts

Requirements

• High school diploma or equivalent
• 1+ years of work experience in a fast-paced Helpdesk environment handling a variety of items
• Proficiency in Windows desktop operating systems, Microsoft Office, and Active Directory
• Proficiency with laptops, desktops, and tablets
• Proficiency with hardware and application software, including VPN, network printers/copiers, Outlook, network connectivity, and PC hardware repair and upgrades
• Solid foundational understanding of networking concepts
• Experience with basic server troubleshooting
• Experience with Active Directory Security Administration and Group Policy
• Working knowledge of networking technologies
• Demonstrated ability to adapt to new technologies driven by customer projects

Technologies

• Windows desktop operating systems
• Microsoft Office
• Active Directory
• Laptops, Desktops, Tablets
• VPN
• Network printers/copiers
• Outlook
• Network connectivity
• PC hardware repair and upgrades
• Active Directory Security Administration
• Group Policy

Benefits

• Health, Dental, Vision, Disability & Life Insurance
• 401K Retirement Plan (with company match)
• Tuition, Professional License and Certification Reimbursement
• Paid Time Off, Holidays and Volunteer Time
• Paid Orientation and Training