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Technical Operations Support Specialist

Technical Operations Support Specialist

Entrega, founded in 2001 and headquartered in Troy, Michigan, is a global business-to-business Technology Services and Solutions Company. Our team of professionals use their expertise and experience to deliver superior results for our clients that address their most important business challenges.

Job Position Summary:

The Technical Operations Support Specialist is the first point of contact for the help desk and end users seeking technical assistance on incidents or requests. They are responsible for working level 1 tickets to resolution within expected timeframes, and day-to-day deskside/end user support. They will document and escalate issues after troubleshooting to level 2 support. They will work on tasks as assigned by leadership.

Responsibilities and Duties:

  • Issue Resolution – Field technical incidents and requests and prioritize, schedule and escalate problems, when applicable, to the appropriate level technician to resolve the issue in a timely fashion. Use diagnostic utility tools to aid in troubleshooting issues. Perform remote troubleshooting through diagnostic techniques and pertinent questions. Create self-help knowledge articles to allow end users to fix problems. All fixes are tested to ensure the issue is resolved along with signoff from the requestor. The issues are documented into work instructions to efficiently support recurring or similar issues.
    Deskside Support –
    Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications to ensure end users have the software and hardware support needed to optimize their tasks.
    Equipment Maintenance –
    Identify and learn approved software and hardware used by the organization to support end users. Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals to ensure Entrega has well maintained equipment for end users.
    Help Desk Documentation –
    Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution and evaluate current operational processes and recommend improvements to streamline the process.
    Metrics Reporting –
    Provide detailed KPI and SLA reports as required to monitor the performance of the help desk and other key performance metrics.
    Additional Responsibilities –
    Perform other tasks and duties as required to support and contribute to the overall success of the organization.

Qualifications:

  • Ability to work independently as well as in a team environment.
  • Capable of managing multiple tasks and projects simultaneously.
  • Comfortability working under pressure or strict deadlines.
  • Demonstrated ability to solve problems and formulate recommendations.
  • Excellent communication skills.
  • Exceptional attention to detail.
  • Outstanding writing and analytical-thinking skills.
  • Passion for learning and personal growth, specifically when it comes to technology.
  • Possess organizational and prioritization skills.
  • Self-starter with a high degree of integrity and professionalism.

Education and Experience:

  • 2-3 years of deskside and laptop support, as well as IT hardware troubleshooting experience.
  • High level of proficiency with Windows 10 and Windows 11.
  • Experience with Server 2019 and Microsoft Active Directory.
  • Strong Mac OS proficiency.
  • Certifications preferred (CompTIA, Microsoft, ITIL Foundations).
  • High level of proficiency with the Microsoft Office suite.
  • Excellent customer service and communication skills.
  • Professional, helpful demeanor and attitude.

Submit your resume to jobs@entrega.com.