It Helpdesk Specialist

Location: Southfield, MI Description: Our client is currently seeking an IT HELPDESK SPECIALIST in Southfield, MI.

• Provide second level troubleshooting for standard hardware/software.
• Install, configure and troubleshoot laptops, desktop workstations, printers, scanners, digital signage and video conference units.
• Image laptops and desktops using SCCM and Symantec Ghost.
• Create network print queues and set up printers.
• Answer end-user inquiries regarding computer software and hardware operation to resolve issues.
• Provide daily end-user support/desktop/server/application upgrades.
• Document all processes and procedures.
• Set up and remove hardware/equipment for employee use, performing or ensuring proper installation of cable, operating system and appropriate software.
• Support specialized engineering software installation (AutoCAD, UG, Fides, CATIA, Solidworks).
• Software deployment and patching.
• Troubleshoot/upgrade/maintain hardware and corporate software applications.
• Modify and customize commercial programs for internal needs.
• Maintain record of daily data communication transactions, problems and remedial action taken, and installation activities using the ticketing system.
• Read technical manuals, confer with users, and conduct computer diagnostics to investigate and resolve problems and to provide technical assistance and support.
• Refer major hardware or software problems or defective products to vendors for service.
• Confer with team members, end-users, and management to establish requirements for new systems or modifications.
• Coordinate workers engaged in problem-solving, monitoring, and installing data communication equipment and software.
• Support and work with all IT Teams to meet objectives.
• Asset management and inventory of all computer equipment.
• Research, evaluate and recommend system technologies to support business requirements

• Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology
• Determining causes of operating errors and deciding what to do about it.
• Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Computer System Knowledge
• Has a good working knowledge of hardware systems and software systems so that he/she can provide the needed support to users.
• Identifying measures or indicators of system performance and the actions needed to improve or correct performance, relative to the goals of the system.
• Actively looking for ways to help people.
• Determining how a system should work and how changes in conditions, operations, and the environment will affect outcomes.

• Minimum of 3+ years' work experience in computers, second level troubleshooting.
• Associate's or Bachelor's degree from a college or university with an Information Technology, Computer Science or Information Systems emphasis preferred
• Experience with Windows 7 and 10, Microsoft Office 2013 and GSuite
• Experience with Active Directory and Microsoft Networking environment
• Experience with Helpdesk support, SLA, escalation processes and procedures.