IT Service Management Specialist

Job requires 4 days onsite at our Marlette Michigan location.

• Provide first-level Service Desk support including incident management service request handling and user communications.
• Deliver second-level support by acting as remote eyes and hands for end-user devices infrastructure and applications.
• Escalate and coordinate third level support activities with manufacturers and external service providers.
• Execute and support IT and cross functional business projects ensuring timely delivery and adherence to requirements.
• Monitor Service Desk performance and reporting metrics to ensure service levels and KPIs are consistently met.
• Document troubleshooting steps root causes and resolutions in accordance with IT standards.
• Manage quotations and purchase order requisitions in alignment with procurement processes.
• Provide technical support both onsite and remotely to ensure business continuity.
• Diagnosing and resolving hardware software and network-related issues.
• Collaborate with vendors and third-party partners to resolve escalated technical problems.
• Conduct IT onboarding user training and ongoing guidance to empower employees.
• Ensure data security compliance with Oetiker IT policies and adherence to organizational standards.
• Utilize Microsoft administration tools (e.g. Intune Azure AD M365 Admin Center) to support and manage users.
• Maintain accurate asset inventory and perform regular system maintenance to ensure operational reliability.

Qualifications :

• Bachelors degree in computer science or related field
• Excellent documentation communication and organizational abilities.
• Strong analytical creative-thinking and problem-solving skills.
• Proven ability to work independently and remain effective under pressure.
• Outstanding customer service orientation with a focus on user experience.
• High technical proficiency in Microsoft environments ESX Hypervisor and related technologies.
• Collaborative team oriented mindset with the ability to work effectively across functions.

Additional Information :

At Oetiker we dont just sell parts we engineer confidence. With decades of experience and a reputation for quality we serve global markets in automotive industrial and medical sectors. Our Marlette facility plays a key role in delivering both exceptional products and customer support.

We offer:

• A leadership role with global visibility and local impact
• Hands-on training with innovative tools and systems
• A collaborative stable and technically driven work environment
• Competitive compensation and full benefits package
• Opportunities for professional growth in a global organization

All your information will be kept confidential according to EEO guidelines.

Remote Work :

No

Employment Type :

Full-time