UTEC
Job Description
UTEC is seeking a motivated and customer‑focused Level II Help Desk Technician to join our professional services delivery team. This position plays a key role in providing technical support and problem resolution to our clients, helping to maintain our reputation as the premier Managed Services Provider (MSP) for mid‑sized businesses and schools. The Help Desk Technician will handle a range of responsibilities, including end‑user support, printer/MFP troubleshooting, and assistance with server upgrades and virtualization platforms.
Responsibilities
Technical Support:
Provide advanced (Tier 2) technical support for computer systems, servers, networks, hardware, and multi‑function printers (MFPs).
Serve as an escalation point for Level 1 technicians, assisting with complex troubleshooting and resolution.
Perform advanced setup, configuration, troubleshooting, and remediation for:
Desktop/Laptop systems (Windows/macOS)
Microsoft Office 365 (Exchange, SharePoint, OneDrive, Teams)
Servers (Windows and basic Linux administration)
Microsoft Active Directory, Azure AD, and Group Policy
Network printers and MFPs
Wireless access points and network infrastructure
Backup and disaster recovery solutions
Antivirus, EDR, and Patch Management platforms
Monitoring and management systems (RMM)
Zoom conferencing software and other AV equipment
Other client technology hardware and software
Execute and oversee technology deployments, upgrades, and migrations following established procedures and best practices.
Perform root‑cause analysis on recurring issues and recommend long‑term solutions.
Contribute to process improvement by identifying gaps in existing procedures and creating or enhancing documentation and SOPs.
Assist with security remediation efforts, including MFA enforcement, endpoint protection issues, and vulnerability mitigation.
Customer Interaction:
Communicate effectively with clients to understand complex technical issues and explain solutions in a clear, professional, and confident manner.
Handle escalated client interactions with professionalism, urgency, and ownership.
Respond to inbound and outbound client calls, emails, and tickets while maintaining high customer satisfaction and SLA adherence.
Demonstrate strong active listening skills to fully understand business impact and client concerns.
Provide guidance and recommendations to clients on best practices and preventative measures.
Additional Duties:
Maintain detailed and accurate documentation of troubleshooting steps, resolutions, and configurations in the ticketing system.
Collaborate closely with the delivery, project, and engineering teams to ensure smooth implementation and ongoing support of IT solutions.
Mentor and assist Level 1 technicians through knowledge sharing and troubleshooting guidance.
Perform daily monitoring and remediation of alerts related to patches, security, hardware, backups, and system health.
Follow up with clients after issue resolution to confirm satisfaction and system stability.
Escalate issues to Level 3 or Engineering when appropriate, providing clear documentation and troubleshooting history.
Coordinate with vendors and third‑party providers when necessary.
Stay current with industry trends, emerging technologies, and best practices.
Other duties as assigned.
Physical Requirements
Mobility and Endurance
Ability to sit, stand, and bend for extended periods.
Frequent movement between tasks may be necessary, requiring flexibility and stamina.
Strength and Lifting
Must be able to lift, carry, push, or pull items weighing up to 50 pounds safely and repeatedly as part of daily responsibilities.
Occasionally handle heavier items using team‑lift techniques or equipment like dollies or carts.
Postural Tolerance
Comfortable working in various postures, including bending, crouching, and reaching overhead, as required by the job tasks.
Dexterity
Ability to use hands and fingers to handle or operate tools, equipment, or other materials relevant to the position.
Environmental Adaptability
Ability to work in environments that may involve temperature variations, noise, or exposure to moving machinery depending on the role’s setting.
These physical requirements ensure the safety and well‑being of the employee and the ability to meet the demands of the job effectively. Reasonable accommodations may be made for qualified individuals with disabilities, where applicable, in accordance with organizational policies and legal requirements.
Qualifications
Associate’s Degree in Computer Science or a related field (or equivalent hands‑on experience).
3–5 years of IT support experience, preferably in an MSP environment.
Strong working knowledge of Windows operating systems, servers, networking, and cloud services.
Experience supporting small to mid‑sized business environments.
Certifications such as Network+, Security+, Microsoft, or equivalent are preferred.
Self‑motivated, detail‑oriented, and capable of working independently.
Strong desire to continue developing technical expertise and leadership skills.
Skills and Compet
Excellent verbal and written communication skills.
Advanced troubleshooting and analytical problem‑solving abilities.
Ability to manage multiple priorities in a fastpaced MSP environment.
Strong documentation and process‑oriented mindset.
Ability to adapt to evolving technologies and client environments.
Proven customer service skills with a focus on ownership and accountability.
Why Join UTEC
Opportunity to work with a collaborative and forward‑thinking team.
Ongoing training and professional development.
A chance to make an impact by supporting businesses with cutting‑edge technology solutions.
Job Details
Seniority level: Mid‑Senior level
Employment type: Full‑time
Job function: Information Technology
Industries: IT Services and IT Consulting
Location: Ann Arbor, MI (salary: $41,600.00‑$52,000.00)
Referrals increase your chances of interviewing at UTEC by 2x.
Get notified about new Help Desk Technician jobs in Ann Arbor, MI.
#J-18808-Ljbffr
Responsibilities
Technical Support:
Provide advanced (Tier 2) technical support for computer systems, servers, networks, hardware, and multi‑function printers (MFPs).
Serve as an escalation point for Level 1 technicians, assisting with complex troubleshooting and resolution.
Perform advanced setup, configuration, troubleshooting, and remediation for:
Desktop/Laptop systems (Windows/macOS)
Microsoft Office 365 (Exchange, SharePoint, OneDrive, Teams)
Servers (Windows and basic Linux administration)
Microsoft Active Directory, Azure AD, and Group Policy
Network printers and MFPs
Wireless access points and network infrastructure
Backup and disaster recovery solutions
Antivirus, EDR, and Patch Management platforms
Monitoring and management systems (RMM)
Zoom conferencing software and other AV equipment
Other client technology hardware and software
Execute and oversee technology deployments, upgrades, and migrations following established procedures and best practices.
Perform root‑cause analysis on recurring issues and recommend long‑term solutions.
Contribute to process improvement by identifying gaps in existing procedures and creating or enhancing documentation and SOPs.
Assist with security remediation efforts, including MFA enforcement, endpoint protection issues, and vulnerability mitigation.
Customer Interaction:
Communicate effectively with clients to understand complex technical issues and explain solutions in a clear, professional, and confident manner.
Handle escalated client interactions with professionalism, urgency, and ownership.
Respond to inbound and outbound client calls, emails, and tickets while maintaining high customer satisfaction and SLA adherence.
Demonstrate strong active listening skills to fully understand business impact and client concerns.
Provide guidance and recommendations to clients on best practices and preventative measures.
Additional Duties:
Maintain detailed and accurate documentation of troubleshooting steps, resolutions, and configurations in the ticketing system.
Collaborate closely with the delivery, project, and engineering teams to ensure smooth implementation and ongoing support of IT solutions.
Mentor and assist Level 1 technicians through knowledge sharing and troubleshooting guidance.
Perform daily monitoring and remediation of alerts related to patches, security, hardware, backups, and system health.
Follow up with clients after issue resolution to confirm satisfaction and system stability.
Escalate issues to Level 3 or Engineering when appropriate, providing clear documentation and troubleshooting history.
Coordinate with vendors and third‑party providers when necessary.
Stay current with industry trends, emerging technologies, and best practices.
Other duties as assigned.
Physical Requirements
Mobility and Endurance
Ability to sit, stand, and bend for extended periods.
Frequent movement between tasks may be necessary, requiring flexibility and stamina.
Strength and Lifting
Must be able to lift, carry, push, or pull items weighing up to 50 pounds safely and repeatedly as part of daily responsibilities.
Occasionally handle heavier items using team‑lift techniques or equipment like dollies or carts.
Postural Tolerance
Comfortable working in various postures, including bending, crouching, and reaching overhead, as required by the job tasks.
Dexterity
Ability to use hands and fingers to handle or operate tools, equipment, or other materials relevant to the position.
Environmental Adaptability
Ability to work in environments that may involve temperature variations, noise, or exposure to moving machinery depending on the role’s setting.
These physical requirements ensure the safety and well‑being of the employee and the ability to meet the demands of the job effectively. Reasonable accommodations may be made for qualified individuals with disabilities, where applicable, in accordance with organizational policies and legal requirements.
Qualifications
Associate’s Degree in Computer Science or a related field (or equivalent hands‑on experience).
3–5 years of IT support experience, preferably in an MSP environment.
Strong working knowledge of Windows operating systems, servers, networking, and cloud services.
Experience supporting small to mid‑sized business environments.
Certifications such as Network+, Security+, Microsoft, or equivalent are preferred.
Self‑motivated, detail‑oriented, and capable of working independently.
Strong desire to continue developing technical expertise and leadership skills.
Skills and Compet
Excellent verbal and written communication skills.
Advanced troubleshooting and analytical problem‑solving abilities.
Ability to manage multiple priorities in a fastpaced MSP environment.
Strong documentation and process‑oriented mindset.
Ability to adapt to evolving technologies and client environments.
Proven customer service skills with a focus on ownership and accountability.
Why Join UTEC
Opportunity to work with a collaborative and forward‑thinking team.
Ongoing training and professional development.
A chance to make an impact by supporting businesses with cutting‑edge technology solutions.
Job Details
Seniority level: Mid‑Senior level
Employment type: Full‑time
Job function: Information Technology
Industries: IT Services and IT Consulting
Location: Ann Arbor, MI (salary: $41,600.00‑$52,000.00)
Referrals increase your chances of interviewing at UTEC by 2x.
Get notified about new Help Desk Technician jobs in Ann Arbor, MI.
#J-18808-Ljbffr