Desktop/IT Support Engineer, Novi, MI (Locals- Onsite)

Job Role:

Desktop/IT Support Engineer Loc:

Novi, MI (Locals- Onsite)

Duration:

Long Term Job Summary:

T he Helpdesk / IT Support Analyst provides advanced technical support for incidents and service requests requiring deeper technical investigation. This role focuses on troubleshooting complex issues involving operating systems, applications, endpoint devices, and basic network services, while ensuring timely resolution, root cause analysis, and high user satisfaction. also contributes to knowledge management, and process improvement.

Responsibilities:

Advanced Technical Support Resolve incidents related to operating systems, applications, endpoint devices, and user environments Perform in‑depth troubleshooting of hardware, software, and connectivity issues Use structured problem‑solving techniques to identify root causes and implement permanent fixes Support remote and on‑site troubleshooting using diagnostic and remote access tools Incident, Request & Problem Management Take ownership of escalated tickets and manage them through to resolution Prioritize issues based on impact, urgency, and service level agreements (SLAs) Escalate unresolved or systemic issues to engineering teams or vendors with clear documentation Participate in problem management activities, including trend analysis and recurring issue reduction Endpoint, Account & Platform Support Support user account administration (e.g., Active Directory / cloud directory tasks beyond basic resets) Assist with software deployment, patching, and configuration for desktops and laptops Troubleshoot issues related to email, collaboration platforms, VPN, and authentication services Support onboarding, offboarding, and device refresh activities Documentation & Knowledge Management Create, update, and maintain knowledge base articles and troubleshooting guides Document resolutions, workarounds, and known errors for reuse Contribute to standard operating procedures (SOPs) and support runbooks Collaboration & Continuous Improvement Work closely with infrastructure and security teams to resolve complex incidents Identify opportunities to improve support processes, tools, and automation Participate in after‑action reviews and service improvement initiatives Customer Communication Communicate clearly and professionally with users, including non‑technical stakeholders Provide regular updates on incident status and expected resolution timelines Maintain a strong customer‑service mindset while handling high‑impact issues

Required Skills :

Technical Skills :

Strong knowledge of Windows and/or macOS operating systems Experience troubleshooting desktop applications, email systems, and collaboration tools Working knowledge of directory services, device management, and endpoint security tools Basic to intermediate networking knowledge (DNS, DHCP, VPN, Wi‑Fi, TCP/IP concepts) Experience with ITSM / ticketing systems and structured incident management

Soft Skills :

Strong analytical and problem‑solving abilities Clear written and verbal communication skills Ability to manage multiple tickets and priorities simultaneously Attention to detail and strong documentation habits Willingness to mentor and support junior support staff

Education and Experience :

Associate or bachelor s degree in Information Technology, Computer Science, or related field (or equivalent experience) 2-5 years of experience in IT support or service desk roles