Senior IT Helpdesk: Hybrid Onsite Support & Ticketing

Stefanini North America and APAC; Troy (MI); Hybrid; USD 45,000 - 65,000; Full time

Job summary

Stefanini North America and APAC in Michigan is seeking a helpdesk professional to provide end-user support via phone, email or web. This role emphasizes on-site training and hybrid work, with three days per week on client site in Troy, MI.

You will assist leadership with projects, distribute workloads, and perform off-phone tasks to help sustain operations. Candidates should have at least two years of college or a diploma/certificate, strong English communication, solid customer service, and

Qualifications

• Minimum of two years in college or a Diploma/Certificate program completed.
• Excellent English communication and customer service skills.
• Familiar with PC hardware/software troubleshooting and standard procedures.

Responsibilities

• Provide professional end-user support via telephone, email or web submits.
• Provide restorative or maintenance actions to resolve end-user problems.
• Respond to end-user problems based on standard procedures.
• Track incidents and calls, entering data into the database timely and accurately.
• Ticket Dispatcher: distribute tickets in the queue and monitor ageing tickets.
• Process P1/P2 tickets requiring immediate assistance.

Skills

English communication

Customer service skills

Troubleshooting (PC hardware/software)

Outlook / software application support

Ticketing system familiarity

BPO / Technical Support experience (a+

Shift flexibility

Education

Two years of college completed or Diploma/Certificate

Tools

Ticketing system

Outlook

Job description

Stefanini North America and APAC in Michigan is seeking a helpdesk professional to provide end-user support via phone, email or web. This role emphasizes on-site training and hybrid work, with three days per week on client site in Troy, MI.

You will assist leadership with projects, distribute workloads, and perform off-phone tasks to help sustain operations. Candidates should have at least two years of college or a diploma/certificate, strong English communication, solid customer service, and