Sr. Helpdesk Technician

Stefanini, Inc; Troy, Northern (MI, KY); Hybrid; USD 50,000 - 65,000; Full time

Job summary

Stefanini, Inc. is seeking a Sr. Helpdesk Technician for Troy, MI.

The role is full-time with hybrid work; you will spend 3 days per week on client site and undergo initial on-site training in Troy, MI. The position is ideal for seasoned helpdesk or field service professionals looking to move into greater responsibilities. The job requires at least two years of college or a diploma/certificate, plus a minimum of two years in technical support, excellent English, and strong customer service

Qualifications

• Two years college or diploma/certificate required.
• At least 2 years technical support experience.
• Excellent in oral and written English.
• Strong customer service skills.
• Able to make several calls daily when necessary.
• Familiar with PC hardware and software troubleshooting.
• Experience with software applications (e.g., Outlook) a plus.
• BPO experience in technical support a plus.
• Familiarity with ticketing systems is advantageous.
• Shift flexibility and schedule adherence required.

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 and monitor ageing tickets.
• Process P1/P2 tickets requiring immediate assistance.

Skills

Technical Support experience

English communication

Customer service

Ticketing system

Shift flexibility

Education

Two years college or diploma/certificate

Job description

Join us to co-create solutions for a better future!

Job Details

Information Technology

Sr. Helpdesk Technician Troy,MI Posted:8/20/2026 Job Description Job ID#: 64689

Job Category: Information Technology

Position Type: Full Time

Remaining Positions: 1

Details: ***This position is open to someone located in the Metro Detroit Area who is able work in a hybrid capacity. This employee will be expected to spend 3 days per week on the client site. Monday-Weds or Tues-Thurs. Training will be 2 to 3 weeks all on site in Troy, MI. (also where the ongoing office days will be.) This is a great opportunity for a seasoned helpdesk or field service agent to move into a role with more responsibility. Much of your work will be off phone, and aiding leadership with projects, distributing workloads and completing off phone work such as tasks or web submits.***

• Provide professional end-user support via telephone, email or web submits.
• Provide restorative or maintenance actions to resolve end-user problems.
• Responds to end-user problems based on standard procedures.
• Track incidents and calls, including but not limited to, entering data into the database timely and accurately.
• Ticket Dispatcher - Responsible in distributing tickets in the queue and checking ageing tickets.
• Process P1/P2 tickets - Issue that needs immediate assistance

Job Requirements Details

• Minimum of completed two (2) years in college or has finished a Diploma/Certificate course.
• Must have at least 2 years Technical Support experience
• Excellent in oral and written English communication.
• Excellent customer service skills.
• Must consistently meet or exceed the required performance criteria.
• Able and willing to make several calls a day when necessary.
• Familiarity andgood working knowledge in PC hardware andsoftware troubleshooting.
• Prior Software Application support (e.g. Outlook, etc.) experience is a plus.
• Prior BPO experience in Technical Support is a plus.
• Familiarity with ticketing system, a strong advantage.
• Shift flexibility and schedule adherence are required for the position.

Pay Range: Based on Experience