IT Helpdesk Level 1/2

Mt. Washington Pediatric Hospital; Ann Arbor (MI); On-site; USD 52,000 - 73,000; Full time

Benefits offered by this job

401K with employer contribution

Health insurance

Dental insurance

PTO

Paid holidays

Work-life balance

Ergonomic workstation

Multiple monitors (2 UHD screens)

Job summary

ZOLLER Inc. in Ann Arbor, MI, is seeking a dedicated IT Helpdesk Level 1/2 to join our corporate IT team. This role provides frontline support for software, hardware, and network issues and handles escalations to senior staff when needed.

You will manage user accounts, administer Active Directory and Entra ID, support Microsoft 365 and Intune, and assist with onboarding. The position offers full-time hours, a competitive salary commensurate with experience, and benefits including 401K, health

Qualifications

• 2+ years in a helpdesk or technical support role with escalation exposure.
• Associate or Bachelor’s IT degree preferred.
• Certifications such as CompTIA A+ / MCP are a plus.
• Strong customer service and ability to communicate to non-technical users.

Responsibilities

• Provide first-line technical support for software, hardware, and network issues.
• Respond to support requests via phone, email, or ticketing system.
• Diagnose and resolve issues with desktops, laptops, and peripherals.
• Escalate complex problems to senior IT staff as needed.
• Administer and troubleshoot Active Directory and Entra ID.
• Support Microsoft 365 and Intune, and assist with onboarding.
• Mentor Level 1 staff and contribute to knowledge base articles.

Skills

Technical support

Customer service

Windows troubleshooting

Office 365

AD Entra ID basics

Intune basics

Networking concepts

Mentoring junior staff

Education

Associate degree in IT

Bachelor's degree in IT

Tools

Active Directory

Microsoft Entra ID

Microsoft Intune

Office 365 admin

Job description

• Job Category Admin
• Employee Type Exempt - FT

Description

ZOLLER Inc. is headquartered in Ann Arbor, Michigan and is widely known as the international leader in tool presetting and measuring machines, inspection machines, and tool management software. Our company has offices all over the world and is expanding continuously.We are looking for self-motivated, experienced professionals to join our team. Currently ZOLLER Inc. is seeking a qualified IT Helpdesk Level 1/2 for our corporate headquarters in Ann Arbor, MI .

Introduction: We are seeking a dedicated Level 1/2 Helpdesk Support professional with exceptional customer service skills to join our dynamic IT team. This position provides front-line technical assistance to our internal users while also handling more advanced troubleshooting, escalations, and system administration tasks. If you are passionate about technology and thrive in a customer-centric environment, we encourage you to apply.

Responsibilities:

• Provide first-line technical support and troubleshooting for software, hardware, and network issues.
• Respond to incoming support requests via phone, email, or ticketing system in a courteous and efficient manner.
• Diagnose and resolve technical issues related to desktops, laptops, printers, mobile devices, and other peripherals.
• Serve as an escalation point for complex issues beyond initial troubleshooting, and elevate to senior IT personnel when appropriate.
• Install, configure, and maintain desktop software and ensure proper software licensing.
• Assist with user account management, password resets, and access control.
• Document and maintain records of support activities and resolutions using helpdesk ticketing system.
• Provide basic training to end-users on software and hardware usage.
• Administer and troubleshoot Active Directory and Microsoft Entra ID, including user accounts, groups, and permissions.
• Perform advanced troubleshooting and root-cause analysis for recurring or complex hardware, software, and network issues.
• Support and maintain network connectivity, including basic switch, Wi-Fi, VPN, and printer/network device troubleshooting.
• Assist with employee onboarding and offboarding, including account provisioning, equipment setup/imaging, and access deprovisioning.
• Support endpoint management tools, patch management, and security software (e.g., antivirus/EDR agents) on end-user devices.
• Mentor and provide guidance to Level 1 support staff, and contribute to knowledge base articles and support documentation.
• Administer the Microsoft 365 (O365) environment, including user/license management, mailboxes, and security and compliance settings.
• Manage and support Microsoft Intune for device enrollment, compliance policies, and application deployment.
• Assist with Windows and Linux server administration, including routine maintenance, patching, and basic troubleshooting.
• Stay current with system information, changes, and updates.
• Other duties and additional projects as assigned.

Requirements:

• Must not require sponsorship to work in United States now or in the future.
• Associate or Bachelor's degree in information technology or related field preferred.
• Certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or equivalent are a plus.
• 2+ years of progressive experience in a helpdesk or technical support role, including exposure to escalated/Level 2 issues.
• Strong understanding of computer systems, mobile devices, and other tech products.
• Excellent customer service skills and ability to communicate technical information clearly to non-technical users.
• Proficiency in troubleshooting Windows environments.
• Working knowledge of Microsoft Office 365, Active Directory, Microsoft Entra ID, and networking concepts (DNS, DHCP, VPN, Wi-Fi).
• Ability to work independently and prioritize tasks effectively.
• German language proficiency is a nice to have, but not required.
• Comfortable performing advanced troubleshooting independently and mentoring junior team members.

This is a full-time position offering competitive salary commensurate with one's experience, 401K with employer contribution, health and dental insurance, PTO, and paid holidays. ZOLLER also offers: Work/life balance, great work atmosphere, powerful PC's, 2 UHD screens, newest software, and ergonomic workstations. We are interested in a long-term commitment.