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Insight Networking Tier 2 Help Desk Support Analyst in Detroit, Michigan

Tier 2 Help Desk Support Analyst

Detroit, MI, US

Requisition Number:78179

Opportunity Snapshot:

Are you passionate about solving end user issues, and providing solutions to enable a modern and productive workplace? Here within Insight, we pride ourselves in our ability to focus on improving the value that our clients get from its investments in technology. Join the Insight team to work closely with Corporate Services, IT Engineering, and other groups to implement and maintain quality and customer focused solutions.

What you will do in this role:

The Level II Deskside Support Technician is a customer centric role responsible delivering an exceptional customer experience to the end-user community at our client’s location. The Technician will investigate and respond to all support requests by following documented process and procedure with the goal of restoring or fulfilling IT services for end users in the most efficient manner available. This role will be responsible for the support of enterprise applications, network connectivity, desktop infrastructure, operating systems, software, hardware, and peripherals. In addition, this role will provide scalable solutions for the modern workplace and productivity including virtual and physical desktops, securely automating the delivery of applications, and IT services to the end user.

What you will need to be successful:

Basics

  • A Bachelor’s degree in Computer Science or related degree preferred, or a combination of education, training, and work experience

  • Minimum 3 years’ experience in an increasingly complex roles supporting end users

  • Proven team player with outstanding interpersonal and communication (written & oral) skills

  • A strong understanding of the principles of IT service operations processes: incident management, problem management, request fulfilment, access management, asset management, etc.

  • Subject Matter Expert in the delivery of interoperative desktop systems and applications in three or more of the following areas:

  • Linux operating system

  • Mac OS 10.10.x (and later) managed endpoints using JAMF PRO

  • Microsoft Office365 and Office 2016 (macOS and Windows)

  • Active Directory Administration

  • Application deployment via InTune

  • Email Collaboration clients (Outlook, Outlook Web Access, Microsoft Teams, and SharePoint and Gmail)

  • Print and Multifunction Device Management

  • Hardware and Software Asset Management

Preferred

+ + Mobile Device Management e.g. InTune, JAMF, Mobile Iron

  • Microsoft Windows 10 endpoint lifecycle via MS SCCM, GPO, and Azure AD

  • Single sign-on via Okta

  • Experience with Kaseya

  • Asset Management - Maintain workstation inventory including tracking the status of IT assets for End User including Laptops, Desktops and all peripherals. Create inventory reports upon request. Refresh laptops and desktops that become out of warranty.

  • Demonstrated experience in working within a global organization

  • Experience managing the delivery of desktop services

Responsibilities:

  • Provide excellent customer experience in support of incident and request management for IT services

  • Tier 2 support of end user IT services

  • Demonstrate a sense of urgency

  • Excellent communication skills both verbal and written.

  • Ability to work in a team environment.

  • Serve as an escalation point for technical support issues from Tier 1 agents.

  • Experience using IT Ticket Helpdesk software and daily, accurate, ticket documentation

  • Troubleshoot and repair hardware and software issues on multiple operating systems

  • Provide on-site and remote technical support using tools for standard configurations of workstations, laptops, operating systems, software, hardware, printers, and peripherals.

  • Assist in system upgrades and maintenance, including, but not limited to, add and/or remove memory, hard drives, video cards and power supplies.

  • Deploy software and system images for multiple OS and hardware standards.

  • Schedule and implement regular patching to the desktop infrastructure in coordination with IT engineering and information security teams

  • Configuring and support various mobile device platforms

  • Work to develop an understanding of standard issues and assist in the creation and maintenance of technical documentation and processes

  • Develops end user communications, training, and programs to ensure rapid adoption of IT services

  • Follow all company policies, compliance requirements, procedures and standards, as aligned.

  • Performs other responsibilities associated with this position as may be appropriate and assigned.

  • Follow personnel and department policies and procedures as outlined in the Employee Handbook and coordinate issues as needed through the Human Resources department.

The position described above provides a summary of some the job duties required and what it would be like to work at Insight. For a comprehensive list of physical demands and work environment for this position, click here.

Today, every business is a technology business. Insight Enterprises, Inc. empowers organizations of all sizes with Insight Intelligent Technology Solutions™ and services to maximize the business value of IT. As a Fortune 500-ranked global provider of digital innovation, cloud/data center transformation, connected workforce, and supply chain optimization solutions and services, we help clients successfully manage their IT today while transforming for tomorrow. From IT strategy and design to implementation and management, our 11,000 teammates help clients innovate and optimize their operations to run smarter. Discover more at insight.com.

  • Founded in 1988 in Tempe, Arizona

  • 11,000+ teammates in 21 countries providing Insight Intelligent Technology Solutions™ for organizations across the globe

  • $9.2 billion in revenue in 2018*

  • Ranked #430 on the 2019 Fortune 500, #14 on the 2019 CRN Solution Provider 500

  • 2019 Adobe Americas Partner of the Year, 2019 Cisco Global-Americas Partner of the Year, 2019 Intel IoT Solutions Partner of the Year, Microsoft U.S. Azure Partner Choice Award for Data/AI, Microsoft Azure Expert Managed Services Provider

  • Ranked #23 on the 2019 Fortune 50 Best Workplaces in Technology, #70 on the 2019 Fortune 100 Best Workplaces for Diversity, and #7 on the Phoenix Business Journal 2019 list of Best Places to Work (Extra Large Business)

  • Signatory of the United Nations (UN) Global Compact and Affiliate Member of the Responsible Business Alliance

  • Proforma to include PCM, Inc. for fiscal year ended Dec. 31, 2018

Today's talent leads tomorrow's success. Learn about careers at Insight: jobs.insight.com.

Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.

Posting Notes: Troy || Michigan (US-MI) || United States (US) || None || None || US - Detroit, MI ||

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