Position Summary: The IT Technician plays a crucial role in account creation, modification, and termination processes, as well as providing second-level support for access-related issues generated by the Service Desk team. This role involves supporting customers by resolving semi-complex technical account and connectivity problems and maintaining documented logs of incidents and requests to identify recurring issues. The IT Technician effectively identifies and resolves issues in situations where the problems are not difficult or complex and escalates complex or unusual problems to other support teams. Key Responsibilities: * Participate in account creation, modification, and termination processes. * Serve as a second-level support liaison for access-related issues. * Provide support to customers by resolving semi-complex technical account and connectivity problems. * Maintain documented logs of incidents and requests to report recurring problems to functional areas. * Potential to report to multiple facilities within the Detroit, MI. area. * Identify and resolve issues as they occur, taking appropriate steps in non-complex situations. * Document and refer complex or unusual problems to other support teams. Skills and Qualifications: * Demonstrate customer service skills through ongoing training and in-services. * Self-directed * Flexible and committed to the team concept * Demonstrate teamwork, initiative, and willingness to learn * Demonstrate customer service values * 1+ years of experience as a Field Technician, Break Fix Technician, or similar role. * Experience working within a Windows 10 environment. * Ability to troubleshoot and resolve hardware and software failures. * Eager to learn and work within a team environment. * Customer service experience. * One to three (1-3) years of experience in Help Desk, Service Desk, or IT field support. * Experience with ServiceNow ITSM tool usage. Physical Demands/Working Conditions: * Normal office environment with minimal exposure to noise, dust, or extreme temperatures. Education: * High School Diploma or equivalent required. * Associate or bachelor's degree, or 1-2 years of vocational technical training preferred. * Information Technology/Support industry certifications preferred. * One to three (1-3) years of experience in Help Desk, Service Desk, or IT support responsibilities required. Beacon Hill is an Equal Opportunity Employer that values the strength diversity brings to the workplace. Individuals with Disabilities and Protected Veterans are encouraged to apply. If you would like to complete our voluntary self-identification form, please click here or copy and paste the following link into an open window in your browser: https://jobs.beaconhillstaffing.com/eeoc/ Completion of this form is voluntary and will not affect your opportunity for employment, or the terms or conditions of your employment. This form will be used for reporting purposes only and will be kept separate from all other records. Company Profile: Beacon Hill Technologies, a premier National Information Technology Staffing Group, provides world class technology talent across all industries utilizing a complete suite of staffing services. Beacon Hill Technologies' dedicated team of recruiting and staffing experts consistently delivers quality IT professionals to solve our customers' technical and business needs. Beacon Hill Technologies covers a broad spectrum of IT positions, including Project Management and Business Analysis, Programming/Development, Database, Infrastructure, Quality Assurance, Production/Support and ERP roles. Learn more about Beacon Hill Staffing Group and our specialty divisions, Beacon Hill Associates, Beacon Hill Financial, Beacon Hill HR, Beacon Hill Legal, Beacon Hill Life Sciences and Beacon Hill Technologies by visiting www.beaconhillstaffing.com . We look forward to working with you. Beacon Hill. Employing the Future™
