It Support Specialist

Attache Group is a managed services provider with clients across North America. Attache Group is seeking a qualified candidate to assist in the IT management of one of our clients with locations in Sterling Heights and Shelby Township, MI. The ideal candidate would live either in Sterling Heights, Shelby Township, the greater Detroit area or within driving distance of Sterling Heights, so reliable transportation is essential. This role involves onsite work at our client's site two days a week in the Sterling Heights location, and three days a week at a location in Shelby Township.

Basic Functions:

• Provide IT support for our client’s server, storage and network infrastructure, both on-premise and in the cloud
• Work closely with client's internal IT team on support issues and projects
• Ensure the highest level of customer service in a collaborative environment with a keen focus on helping our clients resolve issues and problems as the first point of contact
• Troubleshoot, or escalate issues in a timely matter as appropriate, while communicating clearly and proactively throughout the client's experience until resolved
• Utilize excellent customer service skills and ensure proper recording, documentation, and closure of service tickets as you grow your knowledge of Attache’s help desk procedures, products, and service offerings
• Work proficiently with minimal daily guidance in a remote setting

Daily Duties and Responsibilities:

• Perform basic IT functions remotely such as file restores, password resets, new computer setups and the creation of new users in Active Directory
• Track time and expenses in PSA system (ConnectWise)
• Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University
• Enter all work as service or project tickets in ConnectWise
• Assist in monitoring the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
• Create and maintain client documentation in Attache’s document management tool
• Improve client service, perception, and overall satisfaction with Attache Group
• Communicate with clients as required (i.e. keeping them informed of incident progress, notifying them of impending changes, agreed outages, etc.)

Knowledge, Skills, and/or Abilities Required:

• Excellent technical working knowledge of server and cloud environments such as Microsoft 365, Azure, Windows Server, Hyper-V and VMware ESXi
• Excellent technical working knowledge of WAN and LAN concepts including routers, firewalls, and switches – preference given to candidates with Sophos, Cisco, Aruba or HP ProCurve skills
• Strong interpersonal and communications skills
• Excellent diagnosis and troubleshooting skills
• Ability to work in a team-oriented environment
• Passion to learn about new technology
• Ability to multi-task and adapt to changing client requests on the fly
• Self-motivated with the ability to work in a fast-paced environment with little or no supervision in a remote setting
• Desire to work outside of normal business hours
• Some travel outside of the Sterling Heights area may be required

Job Types: Full-time, Contract

Salary: $20.00 - $25.00 per hour

Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• Help desk: 3 years (Required)

Work Location: Hybrid remote in Sterling Heights, MI 48312