Desktop Support Specialist

Job Title: Level II IT Site Support w/Executive Support

Location: Northville, Michigan (on site 5 days a week)

6 month contract to perm

On call weekend support every 3 weeks

Candidates must have experience with support Apple Products and Windows. Must have proven executive support experience. Job will start as a 40 hour per week contract before moving over to fulltime/perm down the road.

Job Description

This position is responsible for providing IT Infrastructure support on-site and remotely (solving second level Incident, problem and request management), maintenance (change, asset management and patching) and supporting project delivery, partnering with Global IT team and external service providers, utilizing tools and following IT Standards and Procedures. The position will be based in Northville, MI.

• Essential Duties and Responsibilities Supports Incidents and Request directly from executive team.
• Supports Incident and Request Management submitted through IT Service management system per service level objectives.
• Supports procurement, installation, configuration and support end user devices like Laptops, Desktops, Workstations and Mobile Devices through staging or manual deployment of standard software or applications and Phone systems.
• Supports Enterprise IT teams in additional troubleshooting and maintaining Server, Network (WAN & LAN), Monitoring UPS and Switches, Backup Environment and external vendors.
• Responsible for the on-site Computer Room, Racks, Cabling and Data rooms maintenance.
• Supports Enterprise IT teams in additional troubleshooting and maintaining Server, Network (WAN & LAN), Monitoring UPS and Switches, Backup Environment and external vendors.
• Responsible for the on-site Computer Room, Racks, Cabling and Data rooms maintenance.
• Supports Vendor Service Management activities and partners with VMO and follows escalation processes.
• Reports issues through service desk tools and follows-up through enterprise team and / or vendors for critical and high issues tracking and escalating until closure.
• Manages and maintains Asset Register through tools and conducts random physical audits.
• Supports Refresh Program, proposes and seeks approvals. Follows Asset Retiring Process.
• Supports planning and setting up new / expansion / renovation of IT Infrastructure.
• Maintains and loads backup tapes per backup policy and direction from Global Data Preservation
• team and supports restoration of data per requests. Reports time (efforts), tracks vendor resources time in time reporting tools.
• Manages vendor resources at on-site and remote locations to meet service level objectives.
• Covers all critical IT equipment through annual maintenance contract, reporting issues with service providers and escalating issues per vendor services level agreement.
• Follows Change Management processes and Critical communication processes during outages and changes.
• Actively participate in Local, Regional and Global team meetings, to understand business requirements, team progress and work on action plans per committed timelines.
• Supports in providing IT Infrastructure cost for AOP Preparation and tracks spending monthly within the financial limits.
• Participates in Monthly Service Level reviews, Continuous Improvement and exercises deep problem solving (8D) to avoid repeat issues.
• Proactively supports all critical equipment and end user capacity management issues by archiving or upgrading the infrastructure.
• Provides basic training to new IT Users on IT Process and IT Systems usage.
• Supports Entitlement processes for end users access request.
• Executes patching plan for site(s) equipment and executes the plan.
• Participates and supports Audit activities based on Internal Audit requirements.
• Other duties as assigned.

Minimum Requirements

Education: Bachelors’ Degree in Computer Science preferred.

Experience: Minimum 2 years of experience working in an IT operations / service organization within a complex IT Infrastructure environment providing support on-site and remotely.

• Skills Ability to work independently in a matrix organization.
• Knowledgeable in Apple products such as MacBooks, Apple Business Manager (ABM), iPads, and iPhones
• Excellent knowledge on Installation, Configuration, Patching and troubleshooting of Windows versions for PC’s, Microsoft Tools and other Client-side Software installations,
• Good Dell Hardware (Desktop, Laptop, Printers), handheld scanners, barcode printers and plotters.
• Basic Knowledge on troubleshooting of Windows Server and Cisco Switches, Access Points and routers, APC UPS, LAN and WAN, Biometrics devices.
• Optional Skills around Active Directory administration, BitLocker encryption, Mobile devices support.
• Conceptual thinker, Goal oriented and driven to meet project deliverables and deadlines.
• Excellent Service desk process knowledge and good understanding of service level objectives.
• Ability to learn quickly and willingness to adapt changes.
• Customer-focused, active listening, and empathy.
• Ability to use MS Project, Visio, Excel, Word and PowerPoint are required.
• Excellent written and verbal communication skills along with the ability to interface and influence at multiple organizational levels and escalation appropriately.
• Excellent relationship building and networking skills and ability to translate technical concepts into non-technical terms.
• Organized and able to function successfully in a team environment.
• Excellent technical, organizational, troubleshooting, problem-solving, budgeting and time management skills.
• Conduct knowledge sharing sessions with peers at regular interval on related topics.
• Ability to gather relevant information systematically, consider a broad range of issues or factors, grasp complexities and perceive relationships among problems or issues; use accurate logic in analyses.
• Very good Knowledge of 5S.