Job Role: Onsite Support Technician

Location: Alger, Michigan (USA) Onsite

Job Description:
As a member of the Field Service Operations team, the Onsite Support Technician will provide high-quality deskside support, resolving service requests and on-site issues promptly with excellent customer service and technical expertise. The role involves collaboration with end users, peers, and managers, as well as hands-and-eyes support for IT teams (Audio Visual, Network, and Servers).

Key Responsibilities:

• Manage a team of 25-30 technicians across multiple locations, including shift planning and SLA adherence.
• Ensure team productivity, training, development, and security compliance.
• Maintain inventory levels and resolve service requests/incidents within SLA.
• Lead move requests, project work, and provide process and technical guidance.
• Perform installations, configurations, troubleshooting, and break-fix activities for desktops, laptops, peripherals, and software.
• Support end users with technical issues, ticket resolution, and vendor coordination.
• Ensure compliance with security controls, access reviews, and facility inspections.
• Coordinate with Level 3 support and project teams for upgrades and service delivery.
• Provide IT support for events, meetings, disaster recovery, and emergencies.
• Deliver on-call support outside business hours when required.

Desired Qualifications:

• Bachelor's degree in Computer Science, Information Systems, or equivalent experience.
• 4-7 years in service delivery and end-user support.
• Proficiency in troubleshooting Windows OS, MS Office, VPN, network printing, and mobile devices.
• Strong customer service, analytical, and problem-solving skills.