Helpdesk Technician II: IT Support & Ticketing Specialist

Smartsearchonline; Detroit (MI); On-site; USD 39,000 - 52,000; Full time

Job summary

Smartsearchonline is seeking a Helpdesk Technician II in Detroit, MI. This role supports end users via multiple channels, diagnoses hardware and software issues, and manages tickets from intake to resolution. A 2+ year background in IT support and strong English communication are required.

The position emphasizes adhering to procedures, maintaining ticket data accuracy, and staying flexible with shift schedules to ensure timely response and resolution for users.

Qualifications

• Bachelor’s degree or IT-related diploma is a plus.
• Minimum two years in college or completed Diploma/Certificate.
• At least 2 years of Technical Support experience.
• Excellent oral and written English communication.
• Strong customer service skills and ability to meet performance criteria.
• Willing to make several calls daily and handle tickets efficiently.
• Familiarity with PC hardware/software troubleshooting and ticketing systems.
• Experience with Software Application support (Outlook) is a plus.
• BPO technical support background is a plus.

Responsibilities

• Provide end-user support via phone, email, or web submits.
• Perform restorative or maintenance actions to resolve issues.
• Respond to problems based on standard procedures.
• Track incidents and calls with accurate data entry.
• Dispatch tickets and manage queue ageing.
• Handle P1/P2 tickets requiring immediate assistance.

Skills

Customer service

English communication

Ticketing system

Hardware troubleshooting

Software troubleshooting

Shift flexibility

Education

Bachelor’s degree or IT-vocational

Diploma/Certificate course in IT

Tools

Outlook

Job description

Smartsearchonline is seeking a Helpdesk Technician II in Detroit, MI. This role supports end users via multiple channels, diagnoses hardware and software issues, and manages tickets from intake to resolution. A 2+ year background in IT support and strong English communication are required.

The position emphasizes adhering to procedures, maintaining ticket data accuracy, and staying flexible with shift schedules to ensure timely response and resolution for users.