IT Support Technician, Assoc I

ITC Holdings Corp.; Novi (MI); On-site; USD 45,000 - 65,000; Full time

Job summary

ITC Holdings Corp. is seeking an IT Help Desk Technician to deliver tier I/II support for Windows, iOS devices, and collaboration tools across the organization.

You will troubleshoot laptops, peripherals, network issues, VPN, and office A/V systems, deploy devices, and maintain printers; you will document solutions and share knowledge.

This role requires an associate degree and 1 year IT experience, familiarity with Intune/SCCM, and availability to travel 10–20%.

Qualifications

• Associate degree in CS or related field with 1 year IT experience.
• Experience with Windows and iOS/iPadOS.
• Experience supporting Microsoft 365 apps, Teams, and OneDrive.
• Experience with IT ticketing systems (ServiceNow).
• Knowledge of TCP/IP, DNS, AD, DHCP.
• Analytical and problem-solving skills.
• Strong organizational and multitasking abilities.
• Willingness to travel 10–20%.
• Authorized to work in the United States; no visa sponsorship.

Responsibilities

• Provide tier I/II help desk support for end users.
• Troubleshoot laptops, peripherals, OS, VMs, and apps.
• Support Microsoft 365 apps including Outlook, Teams, OneDrive.
• Resolve network connectivity issues and VPN problems.
• Support conference room and AV technologies.
• Deploy, configure, maintain endpoint devices per lifecycle.
• Install/workstation equipment and peripherals as needed.
• Document troubleshooting steps in ticketing system and KB.
• Communicate status and guidance with users; ensure high service levels.

Skills

Windows & iOS

Microsoft 365

MDM (Intune)

SCCM

ServiceNow

TCP/IP/DNS/AD/DHCP

End-user support

Customer service

Travel readiness

US work authorized

Education

Associate degree in CS or related field

Tools

Intune

SCCM

Job description

JOB DESCRIPTION

Provides high-quality, responsive tier I and tier II technical support for end users across a variety of devices, applications, and collaboration technologies. Ensures employees can effectively utilize company technology to perform business functions. Problem resolution may involve diagnostic tools, ticketing systems, knowledge base resources, and hands‑on support for end‑user devices and workplace technologies.

• Provides help desk support for users operating Windows and iOS/iPadOS devices, including remote users
• Troubleshoots and resolves issues involving laptops, workstation peripherals, operating systems, virtual machines, and line‑of‑business applications
• Supports Microsoft 365 applications and services, including Outlook, Teams, and OneDrive
• Troubleshoots and resolves end‑user network connectivity issues involving wired, wireless, and VPN solutions
• Troubleshoots and supports conference room and A/V technologies used throughout the organization
• Installs, configures, and maintains an enterprise printing solution and related end‑user equipment
• Deploys, configures, maintains, and replaces endpoint devices in accordance with established lifecycle management processes
• Installs, configures, and decommissions standard workstation equipment including monitors, docking stations, and peripherals
• Documents troubleshooting steps and solutions within the IT ticketing system, contributing to the IT knowledge base where able
• Communicates with end users to provide status updates, technical guidance, and a high level of customer service
• Adheres to established IT procedures, cybersecurity standards, and asset management practices

Job Summary

Provides high-quality, responsive tier I and tier II technical support for end users across a variety of devices, applications, and collaboration technologies. Ensures employees can effectively utilize company technology to perform business functions. Problem resolution may involve diagnostic tools, ticketing systems, knowledge base resources, and hands‑on support for end‑user devices and workplace technologies.

Essential Duties & Responsibilities

• Provides help desk support for users operating Windows and iOS/iPadOS devices, including remote users
• Troubleshoots and resolves issues involving laptops, workstation peripherals, operating systems, virtual machines, and line‑of‑business applications
• Supports Microsoft 365 applications and services, including Outlook, Teams, and OneDrive
• Troubleshoots and resolves end‑user network connectivity issues involving wired, wireless, and VPN solutions
• Troubleshoots and supports conference room and A/V technologies used throughout the organization
• Installs, configures, and maintains an enterprise printing solution and related end‑user equipment
• Deploys, configures, maintains, and replaces endpoint devices in accordance with established lifecycle management processes
• Installs, configures, and decommissions standard workstation equipment including monitors, docking stations, and peripherals
• Documents troubleshooting steps and solutions within the IT ticketing system, contributing to the IT knowledge base where able
• Communicates with end users to provide status updates, technical guidance, and a high level of customer service
• Adheres to established IT procedures, cybersecurity standards, and asset management practices

Requirements

• Associate degree in Computer Science or a related technical area with a minimum of one (1) year of experience in Information Technology, or relevant, equivalent experience and/or education
• Experience with Windows and iOS/iPadOS operating systems
• Experience supporting Microsoft 365 applications, Microsoft Teams, conferencing technologies, mobile device management (MDM) solutions such as Intune, and endpoint management platforms such as SCCM
• Experience with ServiceNow or a similar IT ticketing system
• Experience and understanding of Transmission Control Protocol/Internet Protocol (TCP/IP), Domain Name Server (DNS), Active Directory (AD), and Dynamic Host Configuration Protocol (DHCP)
• Knowledge of information technology products and services, including workstation equipment, peripherals, and printing solutions
• Demonstrated analytical and problem‑solving skills with the ability to diagnose and resolve common technical issues
• Strong organizational skills with the ability to manage multiple tasks simultaneously
• Demonstrated initiative, accountability, and ability to provide consistent, high‑quality customer support to employees across a variety of technical skill and organizational levels
• Ability to travel by automobile or commercial airline to remote sites (including overnight stays) as needed (10‑20%)
• 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.

About Us

Make a Power Move - For the Greater Grid: Reliable. Resilient. Ready.

As AI innovation, automation and economic growth reshape the way we live and work, the demand on our power infrastructure is growing fast. At ITC, we’re building the greater grid that’s ready for today’s technology and tomorrow’s possibilities.

Our people bring the power - fueling innovation and strengthening the grid every day. We’re looking for individuals who are ready to make a power move and help us build a greater grid for a more reliable and affordable energy future.

ITC offers industry‑leading compensation, benefits and opportunities to channel your energy into solutions. We foster a culture of belonging - where every voice is valued, differences are celebrated and everyone has the opportunity to thrive. Make a power move today.