WCAA Help Desk Technician – Level 2
Share
Job Location:
Detroit, MI - USA
Monthly Salary:
Not Disclosed
Posted on:
6 hours ago
Vacancies:
1 Vacancy
Job Summary
Job Summary:
The Help Desk Technician role is responsible for resolving escalated incidents and providing on-site desktop and endpoint administration services. This includes acting as the primary escalation point from Level 1 support providing desk-side support during business hours and managing the end-user hardware lifecycle. The technician will also perform Active Directory/Microsoft Entra ID tasks and support SCCM/Intune activities.
The Help Desk Technician role is responsible for resolving escalated incidents and providing on-site desktop and endpoint administration services. This includes acting as the primary escalation point from Level 1 support providing desk-side support during business hours and managing the end-user hardware lifecycle. The technician will also perform Active Directory/Microsoft Entra ID tasks and support SCCM/Intune activities.
Location:Detroit Michigan United States
Responsibilities:
- Act as the primary escalation point from L1 support.
- Provide on-site desk-side support during business hours.
- Resolve escalated issues involving Windows OS Office 365 end-user hardware failures endpoint security issues network connectivity at the endpoint level and business application issues.
- Perform Active Directory / Microsoft Entra ID tasks including user and computer account management group membership changes and password and access control.
- Support SCCM / Intune activities such as desktop imaging software deployment troubleshooting and device management.
- Manage end-user hardware lifecycle including installations moves adds and changes (IMAC) and peripheral setup and replacement.
- Execute approved changes following change management procedures.
- Maintain asset tagging tracking and inventory accuracy.
- Provide direct customer interaction with strong service skills.
- Act as the primary escalation point from L1 support.
- Provide on-site desk-side support during business hours.
- Resolve escalated issues involving Windows OS Office 365 end-user hardware failures endpoint security issues network connectivity at the endpoint level and business application issues.
- Perform Active Directory / Microsoft Entra ID tasks including user and computer account management group membership changes and password and access control.
- Support SCCM / Intune activities such as desktop imaging software deployment troubleshooting and device management.
- Manage end-user hardware lifecycle including installations moves adds and changes (IMAC) and peripheral setup and replacement.
- Execute approved changes following change management procedures.
- Maintain asset tagging tracking and inventory accuracy.
- Provide direct customer interaction with strong service skills.
Required Skills & Certifications:
- Advanced troubleshooting of Windows and Microsoft 365 environments.
- Experience in desk-side and on-site support.
- Experience in endpoint lifecycle management.
- Experience working within formal change control processes.
- Advanced troubleshooting of Windows and Microsoft 365 environments.
- Experience in desk-side and on-site support.
- Experience in endpoint lifecycle management.
- Experience working within formal change control processes.
Preferred Skills & Certifications:
- Not specified.
- Not specified.
Special Considerations:
- Must adhere to change management procedures.
- Must adhere to change management procedures.
Scheduling:
- Provide on-site desk-side support during business hours.
- Provide on-site desk-side support during business hours.
Key Skills
- user account
- Active Directory
- Customer Service
- Information Technology
- desk support
- End user
- Project Management
- Phone Calls
- service levels agreement
- Desk Staff
- Ltil
- Procedures
- Setup
- hardware
- Technical Support
