Job Location : Ann Arbor,MI, USA
Provide advanced technical support for hardware, software, and network issues escalated from Tier 1. Troubleshoot and resolve incidents related to operating systems, applications, printers, mobile devices, and other IT services. Document solutions and contribute to the knowledge base to improve first-call resolution rates. Collaborate with other IT teams (e.g., Infrastructure, Security, Application Support) to resolve cross-functional issues. Perform root cause analysis and recommend long-term solutions to recurring problems. Assist in onboarding/offboarding processes including account setup, access provisioning, and device configuration. Monitor ticket queues and ensure SLAs are met for response and resolution times. Provide remote and on-site support as needed. Train and mentor Tier 1 technicians to improve team capabilities. Participate in IT projects, upgrades, and deployments. Maintain up-to-date knowledge of company products or services. Be responsive, reliable, and able to prioritize tasks efficiently. Work 40 hours a week, 8 hour shifts with great attendance and reliability. Image Windows and Mac laptops for enterprise use. Customer Service Delivery End User Support: Provide single point of contact (SPOC) for enterprise Service Desk via phone and email. Provide deskside assistance (physical and virtual) as needed. Provide Level 1&2 Operational support for the following services/platforms: -Windows/MacOS -Dell/Mac desktops, laptops, AIOs, mini form factors. -Productivity Apps: O365 suite, Duo Mobile, Adobe, etc. -Mobility Services: iPhone, iPad, Android, WiFi, etc. -Printing Services: Canon MFPs. -Voice Services: Five9 -Security services: Proxy, VPN, BitLocker, Computrace, NetSkope, Duo Mobile MFA.
Skills Service desk, Troubleshooting, Help desk, Help desk support, Customer service, Support, Active directory, Windows, Technical support, Ticketing system
Top Skills Details Service desk, Troubleshooting, Help desk, Help desk support, Customer service, Support, Active directory, Windows, Technical support, Ticketing system
Additional Skills & Qualifications Qualifications: Associate's or Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience). 2+ years of experience in IT support, with at least 1 year in a Tier 2 or similar role. Strong knowledge of Windows and macOS operating systems, Microsoft 365, Active Directory, Azure Intune and basic networking Experience with ticketing systems (e.g., ServiceNow) Excellent problem-solving and communication skills. Ability to work independently and manage multiple priorities. Certifications such as CompTIA A+, Microsoft certifications, or Network+ are a plus
Pay and Benefits The pay range for this position is $17.00 - $20.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long-term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace Type This is a fully onsite position in Ann Arbor, MI. Application Deadline This position is anticipated to close on Sep 12, 2025.