Job requires 4 days onsite at our Marlette, Michigan location.
- Provide first-level Service Desk support, including incident management, service request handling, and user communications.
- Deliver second-level support by acting as remote eyes and hands for end-user devices, infrastructure, and applications.
- Escalate and coordinate third level support activities with manufacturers and external service providers.
- Execute and support IT and cross functional business projects, ensuring timely delivery and adherence to requirements.
- Monitor Service Desk performance and reporting metrics to ensure service levels and KPIs are consistently met.
- Document troubleshooting steps, root causes, and resolutions in accordance with IT standards.
- Manage quotations and purchase order requisitions in alignment with procurement processes.
- Provide technical support both onsite and remotely to ensure business continuity.
- Diagnosing and resolving hardware, software, and network-related issues.
- Collaborate with vendors and third-party partners to resolve escalated technical problems.
- Conduct IT onboarding, user training, and ongoing guidance to empower employees.
- Ensure data security, compliance with Oetiker IT policies, and adherence to organizational standards.
- Utilize Microsoft administration tools (e.g., Intune, Azure AD, M365 Admin Center) to support and manage users.
- Maintain accurate asset inventory and perform regular system maintenance to ensure operational reliability.