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Roush Industries - Livonia, MI

posted 2 months ago

Full-time - Entry Level
Livonia, MI
1,001-5,000 employees
Transportation Equipment Manufacturing

About the position

The IT Desktop Technician Lead at Roush Industries is responsible for providing Level 1 and Level 2 technical support, overseeing the daily operations of the Help Desk and Desktop Technicians, and ensuring efficient service delivery. This role involves installing and configuring hardware and software, managing computer issues, and implementing process improvements to enhance support quality. The position requires a proactive approach to problem-solving and a commitment to optimizing user support experiences.

Responsibilities

  • Provide Level 1 Help Desk Support, analyzing support requests and developing strategies to reduce recurring issues.
  • Lead Level 2 support for computers and workstations, implementing best practices to streamline service delivery.
  • Champion the installation and configuration of new hardware and software, identifying opportunities for standardization.
  • Implement and manage corporate standard software configurations, assessing software needs and updates.
  • Offer expert-level hardware support for standard computer equipment, proactively assessing hardware lifecycle.
  • Provide advanced technical support to users and customers, focusing on computer and software issues.
  • Analyze recurring issues and develop proactive solutions.
  • Provide training to team members and end-users to enhance self-help capabilities.
  • Identify areas for process improvement and implement changes to enhance support service quality.
  • Continuously monitor support processes and gather feedback for data-driven improvements.

Requirements

  • Bachelor's degree or Industry Certification, or 7 years of experience in Desktop Support in a Windows environment.
  • Experience in installation and troubleshooting of Windows operating systems including 10 and 11 Pro versions.
  • Experience in installation and troubleshooting of Microsoft Office.
  • Proven experience in researching and interpreting technical documentation.
  • Strong written and verbal communication skills.
  • Ability to work with a log tracking system to route logs to the proper support group.

Nice-to-haves

  • CompTIA A+ Certification
  • Knowledge of Network devices
  • Knowledge of Active Directory
  • Ability to conduct audits of records in Asset Management and Service Request Systems.
  • Ability to work overtime as needed including weekends.

Benefits

  • Medical insurance
  • Dental insurance
  • Vision insurance
  • Life insurance
  • Earned sick time
  • Short-term disability (STD)
  • Long-term disability (LTD)
  • 401K
  • Tuition reimbursement
  • Paid vacation
  • Paid holidays
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