Technical Support Analyst - Detroit, MI

Digital Technology International; Detroit (MI); On-site; USD 55,000 - 85,000; Full time

Job summary

Digital Technology Solutions in Detroit, MI seeks an experienced Technical Support Analyst to coordinate asset lifecycle management, deployment, and support services for district technology devices. You will work across onboarding, deployment, inventory, and escalation of order or delivery issues, ensuring accuracy and high-quality service.

The role emphasizes procedural fidelity, KPI reporting, and collaboration with stakeholders to maintain stock and support efficient technology operations.

Qualifications

• Associate's degree in Information Technology, Business Administration, or a related field.
• Minimum of five years of desktop/computer support experience.
• Proficiency with Microsoft 365 products (Word, Excel, Outlook, Teams, SharePoint).
• Strong organizational and multitasking abilities.
• Excellent communication and interpersonal skills.
• Familiarity with ITSM and ITAM tools.

Responsibilities

• Support each phase of the asset lifecycle for technology devices from acquisition to disposal.
• Serve as first line of contact for technology purchases and order status inquiries.
• Coordinate technology deployments to district locations and schedule deliveries to schools.
• Conduct new hire orientation and best practice workshops for device deployment.
• Maintain warehouse upkeep, labeling, and accurate inventory records.
• Troubleshoot and resolve order, warranty, or delivery issues.
• Coordinate and schedule physical inventories and technology audits.
• Manage stock inventory to ensure ready deployment.
• Develop and update internal knowledge resources for the hub.
• Follow warehouse safety guidelines and ensure secure storage of assets.
• Collaborate with other teams to complete projects and resolve incidents.
• Demonstrate professionalism and empathetic customer service in all interactions.

Job description

DTS is looking for experienced Technical Support Analyst for our Direct Client position based in Detroit, MI

Position Summary:

As a key member of the Technology Division s Field Services and Asset Management team, the Contracted Asset Management & Deployment Specialist provides coordination and support with all phases of the asset lifecycle of technology devices, from initial receipt to final disposal, while maintaining a well-organized warehouse environment. The candidate for this position should have a keen focus on maintaining high standards of procedural fidelity, ensuring quality assurance, fulfilling service level expectations, and delivering best-in-class service experiences to all stakeholders.

Minimum Qualifications

• Associate s degree in Information Technology, Business Administration, or a related field
• Proven experience in asset management and IT deployment, preferably in an educational or large enterprise setting.
• Minimum of five (5) years of desktop/computer support experience demonstrating the ability to troubleshoot and perform routine maintenance on computers and peripheral equipment. Experience with Apple, HP, Lenovo, and Dell products preferred.
• Must demonstrate proficiency with Microsoft 365 products such as Word, Excel, Outlook, Teams, and SharePoint.
• Strong organizational skills and the ability to manage multiple tasks simultaneously.
• Excellent communication and interpersonal skills to interact with various stakeholders.
• High attention to detail and commitment to quality.
• Familiarity with ITSM and ITAM tools and database management.
• Ability to follow strict procedures and create reports reflecting accurate metrics.
• Ability to work well under pressure, meet deadlines and prioritize requests with professionalism and empathy.
• Self-motivated with the ability to work in a fast-moving environment.
• Ability to perform physical tasks such as lifting and moving up to 50 pounds without assistance.
• Must own reliable transportation and have valid driver s license.

Essential Functions

Support each phase of the asset lifecycle for technology devices within the district, from acquisition and deployment to maintenance and disposal, ensuring accuracy and efficiency.

Act as the first line of contact for support with technology purchases placed by district stakeholders. This includes responding to customer inquiries regarding order status, assisting onboarding and offboard staff members, maintaining delivery schedules, and pick-up of old technology.

Assist with coordination of technology deployment of devices to district locations; including scheduling timely delivery of devices to schools.

Conduct new hire orientation and/or best practice workshops for employees upon device deployment to facilitate seamless adoption and utilization of new technology.

Support warehouse upkeep and maintenance of warehouse/vault, including the staging and labeling of bays and shelves, to support organizational efficiency and accessibility.

Provide best-in-class service experience by addressing concerns and inquiries timely and accurately.

Strictly follow all relevant procedures and guidelines to maintain consistency and integrity in the deployment and management processes.

Maintain accurate and up-to-date records of all devices, including incoming technology orders, confirming receipt of assets, managing partial orders with vendors, and updating district inventory.

Troubleshoot and resolve order, warranty or delivery issues with colleagues, vendors and carriers.

Assist with coordination and scheduling of physical inventory or technology audits, including providing up-to-date inventory data such as lost and stolen or damaged device reports or targeted inventory reporting.

Manage stock inventory tightly to ensure items are readily available for deployment.

Develop and update information resources such as internal knowledge articles and frequently asked questions for the Hub.

Strictly follow all warehouse guidelines for safety as well as ensure assets are organized and stored securely daily.

Collaborate with other teams to ensure coordination and timely completion of projects/tasks, assist with special projects, and resolve incidents related to asset management.

Demonstrate professionalism, courtesy, and empathy through customer service while working with all stakeholders; exemplify and model the core values of the District in all interactions

Other duties as assigned by Supervisor.

Contact

DTS offers excellent compensation package.

Pankaj Kumar

Digital Technology Solutions