Autocam Medical
Description
The IT Service Desk Specialist will work in a team environment to provide high-quality technical support and solutions to all Autocam Medical Staff. The IT Service Desk Specialist delivers exceptional customer service, combining technical expertise with problem-solving and interpersonal skills to enhance organizational productivity and user satisfaction. The position serves as a trusted advisor and advocate for users, ensuring that their IT needs are met promptly and effectively.
Requirements
Key Responsibilities: Serve as the first point of contact for incoming incidents and service requests via phone, email, or ticketing systems. Log, categorize, and respond to incidents based on priority. Document interactions and ensure proper tracking, follow-up, escalation, and resolution of issues within service level agreements (SLAs). Create and maintain employee-facing and internal IT knowledge bases. Diagnose and resolve hardware and software issues on desktops, laptops, printers, mobile devices, AV systems, and other business technology. Perform root cause analysis to identify and solve recurring technical problems. Troubleshoot network connectivity issues, including LAN/WAN, Wi-Fi, and VPN. Manage user account controls, permissions, and licenses. Maintain inventory of IT assets and hardware lifecycle. Provide end-user training on hardware, software, and IT policies. Participate in the implementation of new technologies and systems, assisting with user adoption and providing feedback for improvements. Identify and share operational and technical improvement opportunities with the team. Stay current with new and emerging technologies. Education and Experience:
Associate degree and/or trade school certification from an accredited education institution in Computer technology, Information Systems, or a related degree program preferred. Minimum 2-3 years providing technical support in an enterprise environment. Experience provisioning, deploying, troubleshooting, and repairing Windows PCs. Ability to work on-premises at our Kentwood, MI location with occasional travel to remote plants as needed. Experience with RMM tools, Ticketing Systems, Asset Management, Imaging, and Patch Management solutions. Basic understanding of networking concepts including TCP/IP, DHCP, DNS, VPN. Experience writing technical and user-facing documentation. Skills: A passion for delivering exceptional customer service. Excellent written, verbal, and interpersonal communication skills. Strong ability to multitask and resolve issues with urgency A record for being detail-oriented, proactive, and able to predict potential problems. Preferred Qualifications: Familiarity with ITSM frameworks such as ITIL4. Prior experience in the manufacturing sector. Certifications such as ITIL 4 Foundations, CompTIA A+, Network+, or Microsoft Certified Professional (MCP) are a plus.
The IT Service Desk Specialist will work in a team environment to provide high-quality technical support and solutions to all Autocam Medical Staff. The IT Service Desk Specialist delivers exceptional customer service, combining technical expertise with problem-solving and interpersonal skills to enhance organizational productivity and user satisfaction. The position serves as a trusted advisor and advocate for users, ensuring that their IT needs are met promptly and effectively.
Requirements
Key Responsibilities: Serve as the first point of contact for incoming incidents and service requests via phone, email, or ticketing systems. Log, categorize, and respond to incidents based on priority. Document interactions and ensure proper tracking, follow-up, escalation, and resolution of issues within service level agreements (SLAs). Create and maintain employee-facing and internal IT knowledge bases. Diagnose and resolve hardware and software issues on desktops, laptops, printers, mobile devices, AV systems, and other business technology. Perform root cause analysis to identify and solve recurring technical problems. Troubleshoot network connectivity issues, including LAN/WAN, Wi-Fi, and VPN. Manage user account controls, permissions, and licenses. Maintain inventory of IT assets and hardware lifecycle. Provide end-user training on hardware, software, and IT policies. Participate in the implementation of new technologies and systems, assisting with user adoption and providing feedback for improvements. Identify and share operational and technical improvement opportunities with the team. Stay current with new and emerging technologies. Education and Experience:
Associate degree and/or trade school certification from an accredited education institution in Computer technology, Information Systems, or a related degree program preferred. Minimum 2-3 years providing technical support in an enterprise environment. Experience provisioning, deploying, troubleshooting, and repairing Windows PCs. Ability to work on-premises at our Kentwood, MI location with occasional travel to remote plants as needed. Experience with RMM tools, Ticketing Systems, Asset Management, Imaging, and Patch Management solutions. Basic understanding of networking concepts including TCP/IP, DHCP, DNS, VPN. Experience writing technical and user-facing documentation. Skills: A passion for delivering exceptional customer service. Excellent written, verbal, and interpersonal communication skills. Strong ability to multitask and resolve issues with urgency A record for being detail-oriented, proactive, and able to predict potential problems. Preferred Qualifications: Familiarity with ITSM frameworks such as ITIL4. Prior experience in the manufacturing sector. Certifications such as ITIL 4 Foundations, CompTIA A+, Network+, or Microsoft Certified Professional (MCP) are a plus.