IT Support Desk Operator

IT Support Desk Operator

MCNAUGHTON MCKAY GROUP

Madison Heights, MI Job Details Full-time 1 day ago Qualifications Customer relationship building Full Job Description IT Help Desk Support, Tier 1 Position Summary The IT Help Desk Support, Tier 1 role serves as the front line of the IT experience for internal customers across the company. This position is responsible for delivering responsive, professional, and solutions-oriented support to employees in the office, warehouse, and field. Success in this role requires not only solid technical troubleshooting skills, but also strong customer service, clear communication, follow-through, and the ability to build trusting relationships with users. This role is expected to resolve common technology issues efficiently, document work thoroughly, and create a positive support experience that helps employees stay productive. In addition to day-to-day ticket resolution, this position contributes to continuous improvement by identifying recurring issues, improving documentation, and helping strengthen the connection between IT and the business. Key Responsibilities Deliver excellent internal customer service by responding to employees with professionalism, urgency, empathy, and a genuine focus on solving problems and supporting productivity. Serve as the first point of contact for help desk requests involving hardware, software, network access, mobile devices, printers, RF devices, and business systems. Build positive working relationships with users across all areas of the business, including field and operational teams, by being approachable, communicative, and dependable. Resolve as many issues as possible at first contact while ensuring users feel heard, informed, and confident in the support being provided. Communicate clearly with non-technical users, set appropriate expectations, and provide timely follow-up until issues are resolved or properly handed off. Accurately document incidents, troubleshooting steps, resolutions, and follow-up actions in the ticketing system to support knowledge sharing and reduce repeat work. Escalate issues appropriately with complete context, strong documentation, and a clear summary of actions already taken. Identify recurring issues, service gaps, or process breakdowns and contribute ideas for long-term fixes, standardization, automation, or training. Assist with onboarding, user training, and day-to-day guidance to help employees use systems and tools effectively and reduce preventable support requests. Maintain accurate records for supported hardware, software, and other assigned IT assets. Support basic server, backup, or administrative tasks as assigned by the IT team. Follow all company policies and standards, including safety, security, and data protection requirements. Qualifications and Preferred Experience Education and experience should be consistent with an entry-level IT support role while demonstrating the interpersonal skills needed to represent IT well across the organization. Minimum of 1 year of experience in help desk, technical support, customer support, or another user-facing IT role. Experience working in a fast-paced environment where responsiveness, service quality, and follow-through are important. Exposure to distribution, warehouse, field, or multi-site operations is preferred. Demonstrated ability to work effectively with people at different levels of technical comfort and business responsibility. Technical Skills Working knowledge of Windows operating systems and desktop environments. Basic networking knowledge, including connectivity, VPN, and general troubleshooting. Hardware troubleshooting for PCs, printers, RF devices, and related peripherals. Experience using ticketing systems and documenting support activity clearly and consistently. Basic mobile device support.

Helpful but not required:

familiarity with warehouse, distribution, or multi-site technology environments, kiosk environments, RF scanning devices, or entry-level user account administration, backup, or server support. What Success Looks Like Internal customers feel supported, respected, and confident that IT is helping them solve problems. Issues are resolved quickly and professionally, with strong first-contact resolution where appropriate. Users receive clear communication and timely follow-up. Tickets are well documented and useful for future reference. Repeat issues are identified and reduced over time. Stronger working relationships are built between IT and employees across the business, including the field. Senior IT resources are freed up by effective handling of Tier 1 support issues.