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IT Support Technician (All Levels) in...

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IT Support Technician (All Levels)

ITC Holdings Corp Novi, MI (Onsite) Full-Time
Derived Salary: $48K - $64K/Year

Associate I & II: Provides high quality and responsive Tier I and II support services to the company's end-users.  Ensures end-users can accomplish business computing tasks. Problem resolution may involve the use of diagnostic and help request tracking tools, as well 'in-person', 'hands-on' help at the desktop level.


Intermediate & Senior: Provides high quality and responsive Tier I, II and III support services to the company's end-users. Ensures end-users can accomplish business computing tasks. Problem resolution may involve the use of diagnostic and help request tracking tools, as well 'in-person', 'hands-on' help at the desktop level.


ESSENTIAL DUTIES & RESPONSIBILITIES


All Levels



  • Provides help desk support to users with Windows/MacOS (including remote users)

  • Troubleshoots and repairs hardware issues

  • Provides laptop deployment automation

  • Responsible for setup and support of Conference Room Technologies

  • Provides implementation and maintenance of corporate anti-virus security solutions

  • Troubleshoots end-user VPN connectivity issues

  • Responsible for setup and support of network printers

  • Troubleshoots and repairs virus/malware issues

  • Responsible for email setup & support on mobile devices


Intermediate & Senior Levels



  • Provides support and assistance with all issues concerning systems applications, hardware and software installed at company.

  • Responds to telephone calls, email and help desk requests for technical support in a timely amd positive manner conveying a sense of priority

  • Acts as an escalation point for advanced or difficult help requests to IT

  • Records, tracks and documents in accordance with service desk request problem-solving process

  • Perform hands-on fixes at the desktop/laptop level, including installing and upgrading software, installing hardware, implementing file backups and configuring systems and applications. Applies diagnostic utilities to aid in troubleshooting.


REQUIREMENTS



  • Associates degree in Computer Science or related technical area or relevant, equivalent experience and/or education.

  • Minimum Experience is as follows:

    • Associate I: Minimum of one (1) year of experience in IT or equivalent area

    • Associate II: Minimum of two (2) years of experience in IT or equivalent area

    • Intermediate: Minimum of four (4) years of experience in IT or equivalent area

    • Senior: Minimum of eight (8) years of experience in IT or equivalent area


  • Knowledge of information technology and IT products and services including general electronic office equipment (printers, copiers, phones, etc)

  • Possesses a strong work ethic, coupled with a sense of responsibility and a "do what it takes to get the job done" attitude

  • Experience with Windows Client Operating System

  • Experience with an IT related ticket system

  • Experience with Office Products

  • Experience and understanding of Transmission Control Protocol/Internet protocol (TCP/IP), Domain Name Server (DNS) and Dynamic Host Configuration Protocol (DHCP)

  • Possesses excellent organization skills, strong customer services skills and the ability to work on multiple tasks simultaneously

  • Intermediate & Senior Levels: Possesses ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and leadership levels

  • Applicants must be authorized to work in the United States for any employer. ITC does not sponsor employment visas, such as H-1B or TN visas.


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