Support technician h1.location_city
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Support technician • detroit mi
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Desktop Support Technician
vTech SolutionDetroit, MI, United States[job_card.variable_days_ago]
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Job Summary:
The Desktop Support Technician provides hands-on, on-site technical support for end-user devices and airport operational technology. This role focuses on resolving escalated incidents, performing break-fix activities, and ensuring compliance with 24x7x365 SLA requirements in a fast-paced environment.
The Desktop Support Technician provides hands-on, on-site technical support for end-user devices and airport operational technology. This role focuses on resolving escalated incidents, performing break-fix activities, and ensuring compliance with 24x7x365 SLA requirements in a fast-paced environment.
Location:Detroit, Michigan, United States
Responsibilities:
- Provide on-site break-fix support for desktops, laptops, peripherals, printers, and docking stations.
- Troubleshoot and resolve Windows OS and Microsoft 365 issues.
- Support limited Apple devices as applicable.
- Receive and resolve escalated tickets from Level 1 support.
- Maintain accurate ticket documentation.
- Ensure resolution within defined SLA timelines (24x7x365 measurement clock).
- Perform Active Directory account management, password resets, and MFA support.
- Support user management tasks.
- Assist with imaging and software deployment troubleshooting.
- Install, configure, and support approved applications.
- Conduct on-site installs, moves, adds, and changes (IMAC activities).
- Participate in terminal walkthroughs to validate operational technology systems.
- Escalate parking system and critical operational issues immediately.
- Execute approved changes following change management procedures.
- Contribute to knowledge base updates and documentation improvements.
- Support endpoint security tools and assist in security-related escalations.
- Provide on-site break-fix support for desktops, laptops, peripherals, printers, and docking stations.
- Troubleshoot and resolve Windows OS and Microsoft 365 issues.
- Support limited Apple devices as applicable.
- Receive and resolve escalated tickets from Level 1 support.
- Maintain accurate ticket documentation.
- Ensure resolution within defined SLA timelines (24x7x365 measurement clock).
- Perform Active Directory account management, password resets, and MFA support.
- Support user management tasks.
- Assist with imaging and software deployment troubleshooting.
- Install, configure, and support approved applications.
- Conduct on-site installs, moves, adds, and changes (IMAC activities).
- Participate in terminal walkthroughs to validate operational technology systems.
- Escalate parking system and critical operational issues immediately.
- Execute approved changes following change management procedures.
- Contribute to knowledge base updates and documentation improvements.
- Support endpoint security tools and assist in security-related escalations.
Required Skills & Certifications:
- Experience in on-site desktop support within enterprise or campus-type environments.
- Experience supporting 500+ end users in distributed facilities.
- Experience troubleshooting Windows-based workstations and Microsoft 365 applications.
- Experience working within SLA-driven, ticket-based service models.
- Experience using enterprise ITSM platforms.
- Experience performing hands-on hardware break-fix and IMAC activities.
- Experience supporting Active Directory and environments.
- Experience in on-site desktop support within enterprise or campus-type environments.
- Experience supporting 500+ end users in distributed facilities.
- Experience troubleshooting Windows-based workstations and Microsoft 365 applications.
- Experience working within SLA-driven, ticket-based service models.
- Experience using enterprise ITSM platforms.
- Experience performing hands-on hardware break-fix and IMAC activities.
- Experience supporting Active Directory and environments.
Preferred Skills & Certifications:
- Experience with ServiceNow.
- Experience with ServiceNow.
Special Considerations:
- All roles are fully on-site.
- Strong background checks are required.
- Airport security badge eligibility is mandatory post-award.
- All experience must align to enterprise or campus environments.
- All roles are fully on-site.
- Strong background checks are required.
- Airport security badge eligibility is mandatory post-award.
- All experience must align to enterprise or campus environments.
Scheduling:
- 24x7x365 SLA requirements.
- 24x7x365 SLA requirements.