09 Apr
Senior Help Desk Technician
Vacancy expired!
Edward Rose & Sons is a large and continuously growing privately-owned, national real estate development company headquartered in Bloomfield Hills, Michigan with additional offices in Indianapolis, Indiana and Flint and Kalamazoo, Michigan. Edward Rose & Sons has built over 80,000 single-family homes and apartments and has been actively engaged in residential construction since 1921. We are currently looking to fill a
Senior Help Desk Technician position at our beautiful headquarters in Bloomfield Hills, MI. This position works primarily in an office setting and provides technical support on company supported applications and platforms. The Senior Help Desk Technician is responsible for gathering and analyzing information about customer issues and determines the best way to resolve and implement solutions, escalating as necessary. They also work on IT projects as assigned by the Technology Operations Team Leader, and completes all tasks with a positive, customer-service oriented attitude. Additional Job Tasks and Responsibilities:- Performs remote troubleshooting through diagnostic techniques and pertinent questions.
- Logs service requests as open tickets, maintains status, and provides follow-up both to end users and to senior members of the IT team.
- Diagnoses and resolves complex hardware, software, and connectivity problems.
- Works with second and third level support teams to develop documentation and solve complex problems.
- Serves as the first point of contact for customers seeking technical assistance on company supported applications and platforms over the phone, email, chat, and/or face to face.
- Responds and documents service requests as open tickets and provide follow-up to end users and senior members of the IT team.
- Schedules and installs new hardware and software applications.
- Diagnoses and resolves technical hardware and software issues.
- Performs preventative maintenance on computer equipment.
- Takes inventory and maintains IT equipment (Desktops, laptops, printers, monitors, and mobile devices).
- Stays current with system information, changes and updates.
- Researches solutions using available information resources.
- Assists help desk I and II technicians with advanced issues.
- Listens to client situations, asks appropriate/relevant questions, runs diagnostic tests, isolates problem, determines solution and implements the change.
- Travels to remote sites to perform maintenance and project work when necessary.
- Bachelor's Degree in Technology is preferred.
- Previous experience in IT is required.
- A CompTIA A+ and/or CompTIA Network+, or MCTS Windows 7 certification is preferred.
- Familiarity with help desk practices (ticket systems, team environment, etc.).
- Experience with remote trouble-shooting and VPN.
- Knowledge in Microsoft Exchange 2010/2013/2016, Office 365, & Active Directory Users and Computers.
- Advanced MS Office Suite (Word, Excel, Outlook) skills.
- Working knowledge of Windows 7, 8, and 10.
- Working knowledge of multi-function printers (HP, Canon, Ricoh).
- Knowledge and experience of customer service practices.
- Good working knowledge of networking.
- Good working knowledge in Telecom and VoIP technology.
- The ability to work cooperatively with others.
- Must have a valid driver's license.
- Comprehensive benefits packages, including 401K with company match
- Generous paid time off program
- Competitive compensation package
- Employee referral program
- Apartment home discount
- Opportunities for advancement within the company
- Bachelors or better in Information Technology
Vacancy expired!