Itc Holdings Corp. - Novi, MI
posted 3 months ago
The Associate I & II positions are designed to provide high-quality and responsive Tier I and II support services to the company's end-users, ensuring that they can effectively accomplish their business computing tasks. This role involves problem resolution that may require the use of diagnostic and help request tracking tools, as well as providing 'in-person' and 'hands-on' assistance at the desktop level. For Intermediate and Senior levels, the role expands to include Tier III support, further enhancing the support services offered to end-users. All levels of this position are responsible for delivering help desk support to users operating on Windows and MacOS systems, including remote users. Key responsibilities include troubleshooting and repairing hardware issues, automating laptop deployment, setting up and supporting conference room technologies, and maintaining corporate anti-virus security solutions. Additionally, the role involves troubleshooting end-user VPN connectivity issues, setting up and supporting network printers, and addressing virus/malware issues. Email setup and support on mobile devices is also a critical component of the job. For Intermediate and Senior levels, the responsibilities extend to providing comprehensive support for all issues related to systems applications, hardware, and software installed within the company. This includes responding to telephone calls, emails, and help desk requests for technical support in a timely and positive manner, acting as an escalation point for advanced or difficult help requests, and meticulously recording, tracking, and documenting issues in accordance with the service desk request problem-solving process. Hands-on fixes at the desktop/laptop level, including software installation and upgrades, hardware installation, file backups, and system/application configuration, are also essential duties. The use of diagnostic utilities to aid in troubleshooting is expected.