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Sun Communities Senior Help Desk Specialist in Southfield, Michigan

Senior Help Desk Specialist Main Office (MOS) Position SummarySr. Help Desk Specialists provide Windows and Mac OS, network, hardware, virtualization troubleshooting and support services for our team members. They facilitate resolving IT support needs and maintain compliance with tracking of support incidents, software licenses, and fixed assets. They work with the systems administration/network team in varying capacities to ensure an excellent computing working environment and handle unique technical needs of key Sun team members. They identify training requirements for team and business needs to develop and maintain individual training plans. Additionally, they play a significant role in building a positive, well organized, and productive work environment.Duties1 Provides highly proficient support for onsite and remote users through telephones, support tickets, and other communications media2 Provides direction and guidance to IT support team by assisting and training on complex problems3 Works closely with the systems administration team to solve user, desktop and server issues in a timely and efficient manner4 Coordinates with team members on their IT equipment needs, schedules delivery, sets-up equipment and executes a plan5 Provides technical guidance and assistance to third party IT contractors assigned to provide local support to remote locations6 Manages and triages multiple incoming priorities effectively, understanding customer needs to identify potential problems, escalating to the appropriate department contact for resolution7 Troubleshoots and resolves reported issues escalated from other technicians taking highest priority8 Deploys new PC systems and assists in maintaining and properly rotating equipment inventory9 Troubleshoots and configures conference room equipment (i.e. projectors, VGA switches, data switches, etc.)10 Effectively communicates with all internal departments on IT solutions11 Consistently complies with documented IT policies and procedures12 Conducts research on new IT-related technologies for implementation to improve company processes and procedures13 Maintains a neat and orderly work environment including the storage and staging rooms14 Other duties as assignedRequirements* Bachelor's Degree in Computer Science, Business Information Systems, or related field (Required)* 1 year experience working with executive-level customers in IT service and support* 1 year previous experience with help desk processes and ticket tracking software* CompTIA A+ (Computer service technicians)* Strong communication, multitasking, and time management skills* Ability to work independently as well as part of a team* Flexibility to respond to community and resort needs during non-business hours* Ability to write procedural documentation on troubleshooting and issue resolution* Ability to assist users with software issues, Microsoft Office Suite and email* Thorough knowledge of technical hardware including operating systems, networking, and computer repair* Thorough knowledge of Windows 10 and Mac OSBENEFITSAt Sun Communities, you will be part of an industry-leading organization where you will be challenged, inspired, rewarded and transformed. We place a high priority on our team members, and this is a big part of what sets us apart. We will ask you to give us your very best every day, and will challenge you with interesting work, stretch assignments, a collaborative and supportive work environment and plenty of learning and growth. In exchange, we will reward you with great pay, advancement opportunities