Job Title: Service Desk L2 / MS 365 Administrator
Location: Troy, Mi
 
 
The Role:
The Service Desk L2 and MS 365 Administrator will play a crucial role in providing advanced technical support to our users as well as a system administrator for the Microsoft tenant. This position is responsible for troubleshooting, diagnosing, and resolving a variety of technical issues related to hardware, software, and network connectivity, while ensuring that all support metrics (SLA) are being met on a daily basis. The ideal candidate will have a strong customer service orientation, excellent problem-solving skills, and a solid technical background.
 
 
Primary Responsibilities: Desktop, Network, and O365 Support

• Strategic Planning: Assist in Developing strategies to improve service quality, efficiency, and user satisfaction. They may set goals and monitor metrics.
• Process Improvement: Focuses on optimizing processes, implementing new technologies, and ensuring that the team follows best practices.
• Budgeting and Resource Management: May handle budgeting, resource allocation, and vendor management.
• Reporting and Communication: Communicates with upper management regarding team performance, user feedback, and resource needs.
• User Support: Provide technical support for hardware and software issues, troubleshooting desktops, laptops, printers, and peripherals.
• Hardware Maintenance: Install, configure, and maintain computer hardware components such as CPUs, RAM, hard drives, and network interface cards (NICs).
• Software Installation and Configuration: Install, upgrade, and configure operating systems, software applications, and device drivers.
• Network Troubleshooting: Identify and resolve basic network connectivity issues, including LAN cables, switches, and routers.
• Remote Assistance: Provide remote support via remote desktop tools, phone, or email.
• Documentation: Create and update documentation, user manuals, and knowledge base articles.
• Troubleshooting and Diagnosis: Diagnose hardware and software problems using diagnostic tools and problem solving techniques.
• Collaboration: Work with support teams and or network engineers for complex technical issues. Collaborate with the Service and Support department head to ensure the service desk performance is meeting all expectations.
• Incident Reporting: Document and report incidents and service requests in a helpdesk or ticketing system.
• Compliance: Ensure compliance with IT policies and standards.
• Problem Resolution Follow-up: Follow up on resolved issues to verify user satisfaction.

 
Qualifications::

• 10+ years as a Helpdesk Technician in a corporate service desk.
• 3+ years as a Microsoft Administrator in an O365 cloud environment.
• Expert familiarity with ticketing systems and remote support tools.
• Customer Service: Excellent skills for assisting end users effectively and professionally.
• Technical Proficiency: Expert knowledge of Windows and macOS operating systems, as well as common productivity software (e.g., Microsoft Office, Google Workspace). Proficiency in Microsoft 365 administration, including user management and licensing. Familiarity with SharePoint, Exchange, Teams, and OneDrive. Experience with Teams administration.
• Software Installation: Proficiency in installing and configuring software applications and drivers.
• Hardware Maintenance: Skills in assembling, disassembling, and upgrading computer components.
• Troubleshooting Skills: Ability to efficiently diagnose and resolve hardware and software issues.
• Networking Basics: Experience with networking concepts, including TCP/IP, DNS, and DHCP.
• User Account Management: Expert Knowledge of user account creation, modification, and permissions management.
• Security Awareness: Awareness of security best practices.
• Documentation Skills: Ability to create and maintain documentation and knowledge-based articles.
• Remote Support: Familiarity with remote support tools and techniques.
• Problem Solving: Expert skills for identifying and resolving technical issues.
• Time Management: Effective multitasking skills to handle multiple requests concurrently.
• Attention to Detail: Detail oriented in documentation and inventory management.
• Adaptability: Flexibility to work in a dynamic IT environment.
• Team Collaboration: Ability to collaborate with IT teams for issue resolution.
• Compliance Awareness: Understanding of IT policies and procedures.