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# Service Desk Technician

- **Company:** Llc (detroit)
- **Location:** United States
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** VoIP, Computer Networks, Customer Data Management, VMware ESX Servers, Hyper-V, Microsoft Office, Windows Servers, Sonicwall, Firewalls (Computer Science), Gsuite
- **Published:** September 21, 2026
- **Apply:** https://www.thejobnetwork.com/job/caa83eee-9e15-4556-ade2-7aafcf567dd6/service-desk-technician

## About the Role

* Experience of at least 2 years in a service desk or help desk environment.
 * Good communication skills.
 * Comfortable with implementing new technologies and automation capabilities that enhance team efforts.
 * Experience in working with team members to accomplish common goals.
 * Experience in gathering insights data from multiple sources and making informed decisions where necessary.
 * Organized and thorough, always delivering on promises made.

Required Technical Skills:

 * Windows Server 2012/2016/2019
 * Google Workspace
 * VMWare ESX experience
 * MS Hyper-V experience.
 * Advanced networking with firewall/wireless configurations to include but not limited to Sonicwall, Meraki, ASA, and Ubiquiti.
 * Office 365 Admin experience.

## Description

Detroit IT is seeking a Service Desk Technician to join our team! This person will work in our Service Desk providing first and second-tier support for the efficient resolution of IT end-user-related incidents, service requests, and problems., * Provides first and second-tier support for the efficient resolution of IT end-user-related incidents, service requests, and problems; and update the service desk management tool accordingly.

 * Act as escalation point for all requests and incidents. Develop and maintain phone/ticket escalation processes to ensure free flowing escalation and information within the organization.
 * Accept and troubleshoot reported issues with escalated issues from Tier I technicians taking highest priority.
 * Manages and triages multiple incoming priorities effectively by understanding customer needs to identify potential problems and escalate to department contact for resolution.
 * Follow-up with clients on status of open tickets.
 * Customer data entry in to CRM systems.
 * Installs (moves, adds, changes), maintains and configures VoIP phones, PCs, network printers and other computing devices.
 * Participate in projects as necessary.
 * Assist project team in post-project tasks and clean-up.
 * Customer follow-up via phone and email.
 * Customer documentation in wiki or other platform.
 * Attend customer and internal meetings during project and be responsible for note taking and sending meeting recap to clients when needed.
 * Taking note of customer needs to new technologies or products and bringing these to the CTO and/or procurement team.
 * Record all time spent on tickets and client accounts in time reporting software on a daily basis.
 * Submit time sheets and other cost tracking reports on a weekly basis with accuracy.


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