Help Desk Technician - Level 3

About us

Innovative Computers is a small business in Belleville, MI. We are professional, agile and innovative.

Our work environment includes:

- Modern office setting

- Growth opportunities

Company Information

Welcome to Innovative Computers, a well-established MSP serving the metro Detroit area for over 25 years. We are proud to offer our clients a range of managed services, including IT support, security surveillance and access systems, software development, and more.

At IC, we value genuine interest in technology and a drive to learn. Our dedicated team members are always exploring the latest gadgets, home automation, gaming, home media centers, and other exciting technological advancements.

Our private NOC in the Belleville area provides a flexible working environment that larger organizations simply cannot offer. We believe in taking care of our team members as much as we take care of our clients. We offer competitive compensation packages and other benefits.

If you are passionate about technology and looking for a dynamic and rewarding work environment, we invite you to apply and join our team.

Position Information

We are currently seeking a Level 3 Helpdesk Technician to join our team. As a Level 3 Helpdesk Technician, you will provide advanced technical support to clients and oversee the implementation of projects. The ideal candidate should possess an in-depth understanding of a wide range of technologies commonly used in our clients' environments, as well as knowledge of line-of-business applications.

Responsibilities

- Provide advanced support and/or lead client projects

- Provide work direction, problem resolution, and training to other technical support personnel

- Record, track, and document the problem-solving process, including all actions taken, relevant research, software/hardware information, and the final resolution

- Participate in the escalation on-call rotation

- Take ownership of tasks and follow through to ensure resolution

- Troubleshoot supported services at an advanced level

- Provide on-site support as needed

- Communicate in a courteous and professional manner with clients and internal departments

Qualifications

- Advanced knowledge of Microsoft Desktop

- Advanced knowledge of Windows Server features including Active Directory, Remote Desktop Services, DHCP, DNS, DFS, Clustering Services, etc.

- Advanced knowledge of Microsoft 365 services

- Advanced knowledge of VMware and vCenter

- Advanced knowledge of computer and server hardware

- Advanced knowledge of Routers, Firewalls, Switches, and Wireless

- Strong Azure knowledge

- Strong logic and troubleshooting skills

- Excellent written and verbal communication skills

- Ability to work unsupervised

- Ability to handle multiple priorities

- Ability to work as a member of a team

- Strong customer service skills

- Attention to detail

- Strong organizational skills

- Up to 25% travel within the Metro Detroit area required

Education

- 3 years or more experience in Level 2/3 Helpdesk (required)

- Industry-recognized certifications are a plus: CompTIA A+, Cisco CCNA, Microsoft 365 Certified Associate, Microsoft Azure Associate or Expert, Microsoft MCSA or MCSE, VMware VCA or VCP

Background check required. Must be able to comply with client security and confidentiality requirements (HIPAA/PCI).

Job Types: Permanent, Full-time

Pay: From $22.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Experience:

• Microsoft Windows Server: 2 years (Required)
• Help desk: 3 years (Required)

Work Location: In person