Job description

Madeira Networks - www.madeiranetworks.com, a growing IT management company is looking to add to our technical team at our Southfield location. Madeira Networks has over twenty-five years of experience in the technology field and provides our diverse client base with remote help desk and on-site support, application hosting, email and spam filtering services, network security, IT management, strategic planning and technical consulting services.

We are looking for a customer service oriented Help Desk Specialist for our Southfield office to provide technical support to our clients in an efficient and accurate manner. You will be considered as our front line support and you will solve level 1 and level 2 technical problems and provide support for all assigned areas. The goal is to make sure that customer value is maintained to the standards set forth by Madeira Networks.

As a part of our collaborative team, you have the opportunity to learn how to design, support, and maintain networking systems (LAN/WAN); install, configure, and maintain both physical and virtual servers and workstations (including backup devices, and email systems).

Successful candidates will have one-two years of help desk experience, be well-organized, client-focused, detail-oriented, and creative in their problem-solving approach. We are seeking those who are willing to learn and educate themselves beyond their current capabilities (on our dime!). Madeira Networks is a close-knit group with an excellent reputation for doing things the RIGHT way the FIRST time.

Responsibilities

• Provide first level contact and convey resolutions to customer issues
• Properly escalate unresolved queries to the next level of support
• Track, route and redirect problems to correct resources
• Update customer data and produce activity reports
• Walk customers through problemsolving process
• Follow up with customers, provide feedback and see problems through to resolution
• Maintain documentation notes and steps taken through problem solving
• Update client documentation where necessary
• Ensure proper recording, documentation and closure
• Recommended procedure modifications or improvements
• Sustain and grow your knowledge of help desk procedures, products and services

Minimum Requirements and Skills

• At least 1-2 years of proven working experience in providing help desk support
• Proficiency in English
• Working knowledge of help desk remote management software
• Experience with Microsoft Domain Controllers and and Active Directory is required
• Experience with Microsoft 365 Directory Services and Microsoft Tenant Management is required
• Strong client-facing and communication skills
• Excellent with documentation
• Strong multi-tasking skills
• Customer service orientation
• Associates or Bachelor's degree in Computer Science, Information Technology or Cyber Security a plus

Job Type: Full-time

Pay: $35,000.00 - $45,000.00 per year

Benefits:

• 401(k)
• Health savings account
• Paid time off
• Professional development assistance

Schedule:

• Day shift
• Monday to Friday

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• Southfield, MI 48034: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Help Desk: 1 year (Required)

Work Location: One location

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