IT Technician

UTEC; Troy (MI); On-site; USD 42,000 - 62,000; Full time

Job summary

UTEC is seeking a motivated IT Technician to join our professional services delivery team in Troy, MI. The Help Desk Technician will deliver first-line support for computer systems, printers, and network devices, and assist with server upgrades and virtualization platforms.

You will communicate with clients clearly, document activities in the ticketing system, and help with daily monitoring, patch management, and ongoing IT solutions. A2-4 years experience and A+/Network+ preferred.

Qualifications

• Excellent verbal and written communication skills.
• Strong troubleshooting and problem-solving abilities.
• Ability to follow procedures and adapt to dynamic environments.
• Experience with IT systems in small and mid-sized business environments is a plus.

Responsibilities

• Provide first-line technical support for computer systems, hardware, and multi-function printers (MFPs).
• Configure and troubleshoot Desktop/Laptop Systems, Office 365, servers, AD, printers, wireless access points, and security tools.
• Document support activities in the ticketing system and communicate with clients to understand issues and explain solutions.
• Assist with deployments following established procedures and help with ongoing IT solutions.

Skills

Communication skills

Troubleshooting

Procedural adherence

SMB IT experience

Education

Associate’s Degree in Computer Science or related field

Job description

UTEC is seeking a motivated and customer-focused IT Technician to join our professional services delivery team. This position plays a key role in providing technical support and problem resolution to our clients, helping to maintain our reputation as the premier Managed Services Provider (MSP) for mid-sized businesses and schools. The Help Desk Technician will handle a range of responsibilities, including end-user support, printer/MFP troubleshooting, and assistance with server upgrades and virtualization platforms.

Help Desk Technician

Responsibilities:

• Technical Support:
  • Provide first-line, advanced technical support for computer systems, hardware, and multi-function printers (MFPs).
  • Perform setup, configuration, and troubleshooting for:
  • Desktop/Laptop Systems
  • Microsoft Office 365
  • Servers (Windows/Linux)
  • Microsoft Active Directory
  • Network Printers and MFPs
  • Wireless Access Points
  • Backup Management Solutions
  • Antivirus and Patch Management Software
  • Monitoring and Management Systems
  • Zoom Conferencing software and other AV Equipment
  • Other Client Technology Hardware and Software
• Execute technology deployments following established procedures and checklists
• Contribute to process improvement by identifying gaps in existing procedures and suggesting enhancements or new documentation.
• Customer Interaction:
  • Communicate effectively with clients to understand technical issues and explain solutions in a professional, clear, and approachable manner.
  • Respond to inbound and outbound client calls with professionalism and urgency to ensure high levels of customer satisfaction.
  • Demonstrate active listening skills to fully comprehend customer needs and concerns
• Additional Duties:
  • Maintain accurate documentation of support activities in the ticketing system.
  • Collaborate with the delivery team to ensure seamless implementation and ongoing support of IT solutions.
  • Stay up-to-date with industry trends and best practices to enhance technical expertise.
  • Providing technical support whether it be on the phone, in person, or remotely.
  • Training customers and internal staff on troubleshooting and diagnosing problems.
  • Perform daily monitoring alerts on Patches, Security, Hardware, Backup.
  • Following up with Clients after a resolution has been made.
  • Escalate unresolved issues to the next level of support.
  • Route calls to appropriate resources and vendors when necessary.
  • Other duties as assigned.

This position requires the ability to perform physical activities that support the job’s responsibilities effectively. Candidates must meet the following physical requirements:

Mobility and Endurance

• Ability to sit, stand, and bend for extended periods.
• Frequent movement between tasks may be necessary, requiring flexibility and stamina.

Strength and Lifting

• Must be able to lift, carry, push, or pull items weighing up to 50 pounds safely and repeatedly as part of daily responsibilities.
• Occasionally handle heavier items using team-lift techniques or equipment like dollies or carts.

Postural Tolerance

• Comfortable working in various postures, including bending, crouching, and reaching overhead, as required by the job tasks.

Dexterity

• Ability to use hands and fingers to handle or operate tools, equipment, or other materials relevant to the position.

Environmental Adaptability

• Ability to work in environments that may involve temperature variations, noise, or exposure to moving machinery depending on the role’s setting.

These physical requirements ensure the safety and well-being of the employee and the ability to meet the demands of the job effectively. Reasonable accommodations may be made for qualified individuals with disabilities, where applicable, in accordance with organizational policies and legal requirements.

Qualifications:

• Associate’s Degree in Computer Science or a related field (or equivalent experience).
• 2-4 years of IT customer service experience with a focus on providing technical support.
• A strong working knowledge of computer systems, hardware, and software.
• Certifications such as A+ and Network+ are preferred.
• Self-motivated, enthusiastic, and results-driven with a strong desire to learn and grow.

Skills and Competencies:

• Excellent verbal and written communication skills.
• Strong troubleshooting and problem-solving abilities.
• Ability to follow procedures and adapt to dynamic environments.
• Experience with IT systems in small and mid-sized business environments is a plus.

Why Join UTEC?

• Opportunity to work with a collaborative and forward-thinking team.
• Ongoing training and professional development.
• A chance to make an impact by supporting businesses with cutting-edge technology solutions.