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IT Technician

UTEC

  • Troy, Michigan
  • Today

    Highlights

    This position plays a key role in providing technical support and problem resolution to our clients, helping to maintain our reputation as the premier Managed Services Provider (MSP) for mid-sized businesses and schools. The Help Desk Technician will handle a range of responsibilities, including end-user support, printer/MFP troubleshooting, and assistance with server upgrades and virtualization platforms.

    Numbers & Facts

    LocationTroy, Michigan
    IndustryBusiness Services - Other
    Company Size20 to 49 employees
    Year Founded1975
    Websitehttp://www.utecit.com

    Description

    Help Desk Technician
     
    Job Description:
    UTEC is seeking a motivated and customer-focused IT Technician to join our professional services delivery team. This position plays a key role in providing technical support and problem resolution to our clients, helping to maintain our reputation as the premier Managed Services Provider (MSP) for mid-sized businesses and schools. The Help Desk Technician will handle a range of responsibilities, including end-user support, printer/MFP troubleshooting, and assistance with server upgrades and virtualization platforms.
     
    Responsibilities:
    1. Technical Support:
      • Provide first-line, advanced technical support for computer systems, hardware, and multi-function printers (MFPs).
      • Perform setup, configuration, and troubleshooting for:
        • Desktop/Laptop Systems
        • Microsoft Office 365
        • Servers (Windows/Linux)
        • Microsoft Active Directory
        • Network Printers and MFPs
        • Wireless Access Points
        • Backup Management Solutions
        • Antivirus and Patch Management Software
        • Monitoring and Management Systems
        • Zoom Conferencing software and other AV Equipment
        • Other Client Technology Hardware and Software
    2. Execute technology deployments following established procedures and checklists
    3. Contribute to process improvement by identifying gaps in existing procedures and suggesting enhancements or new documentation.
    4. Customer Interaction:
      • Communicate effectively with clients to understand technical issues and explain solutions in a professional, clear, and approachable manner.
      • Respond to inbound and outbound client calls with professionalism and urgency to ensure high levels of customer satisfaction.
      • Demonstrate active listening skills to fully comprehend customer needs and concerns
    5. Additional Duties:
      • Maintain accurate documentation of support activities in the ticketing system.
      • Collaborate with the delivery team to ensure seamless implementation and ongoing support of IT solutions.
      • Stay up-to-date with industry trends and best practices to enhance technical expertise.
    ·      Providing technical support whether it be on the phone, in person, or remotely.
    ·      Training customers and internal staff on troubleshooting and diagnosing problems.
    ·      Perform daily monitoring alerts on Patches, Security, Hardware, Backup.
    ·      Following up with Clients after a resolution has been made.
    ·      Escalate unresolved issues to the next level of support.
    ·      Route calls to appropriate resources and vendors when necessary.
    • Other duties as assigned.
     
    This position requires the ability to perform physical activities that support the job’s responsibilities effectively. Candidates must meet the following physical requirements:
    Mobility and Endurance
    • Ability to sit, stand, and bend for extended periods.
    • Frequent movement between tasks may be necessary, requiring flexibility and stamina.
    Strength and Lifting
    • Must be able to lift, carry, push, or pull items weighing up to 50 pounds safely and repeatedly as part of daily responsibilities.
    • Occasionally handle heavier items using team-lift techniques or equipment like dollies or carts.
    Postural Tolerance
    • Comfortable working in various postures, including bending, crouching, and reaching overhead, as required by the job tasks.
    Dexterity
    • Ability to use hands and fingers to handle or operate tools, equipment, or other materials relevant to the position.
    Environmental Adaptability
    • Ability to work in environments that may involve temperature variations, noise, or exposure to moving machinery depending on the role’s setting.
    These physical requirements ensure the safety and well-being of the employee and the ability to meet the demands of the job effectively. Reasonable accommodations may be made for qualified individuals with disabilities, where applicable, in accordance with organizational policies and legal requirements.
     
    Qualifications:
    • Associate’s Degree in Computer Science or a related field (or equivalent experience).
    • 2-4 years of IT customer service experience with a focus on providing technical support.
    • A strong working knowledge of computer systems, hardware, and software.
    • Certifications such as A+ and Network+ are preferred.
    • Self-motivated, enthusiastic, and results-driven with a strong desire to learn and grow.
     
    Skills and Competencies:
    • Excellent verbal and written communication skills.
    • Strong troubleshooting and problem-solving abilities.
    • Ability to follow procedures and adapt to dynamic environments.
    • Experience with IT systems in small and mid-sized business environments is a plus.
     
    Why Join UTEC?
    • Opportunity to work with a collaborative and forward-thinking team.
    • Ongoing training and professional development.
    • A chance to make an impact by supporting businesses with cutting-edge technology solutions.

    Benefits

    Professional Development, 401K, Flexible Spending Accounts, Employee Events, Vehicle Allowance, Life Insurance

    About Company

    OUR MISSION

    At UTEC our mission is to help business become more efficient through the use of cutting edge technology.  We manage the technological structure of a business consisting of copiers, printers, scanners, computers, servers, and presentation display boards.  Any technology that a business runs on - we are the professional one stop solution to serve their needs.

    Our sales professionals work to recommend the right products and ROI documentation.  We make it a priority to assist businesses in operating with precision and proficiency.  

    OUR VALUES

    • We value relationships with our clients, with our staff and with our community.  Our team is one big family, driven by the motive to increase efficiency for our clients and to represent our community with pride.
    • We value integrity.  We believe the best relationships are cultivated from trust and honesty, which is why we keep open communication with every client.  We're here for you every step of the way. 
    • We value efficiency for all and optimization of the most precious revenue available: time.
    • We value innovation, which is why we supply the most advanced technology products to optimize your office.
    • We value proactivity and staying ahead of the curve in our industry.  We have access to information about the latest technology and updates long before our competitors.  
    • We value feedback.  We are here to help when there is an issue or problem so we can quickly find a solution.  Talk to us, we're here to listen.

    OUR HISTORY

    University Office Technologies (UTEC) started in 1975 in Ann Arbor, Michigan, selling copy machines. 43 years later, we are a growing company that is recognized as a leader in office management solutions. We offer state-of-the-art technology and unwavering customer service that has helped us grow and expand our operations across the Ann Arbor and Metro Detroit market area. 

    We have a large product and solutions range as an official dealer of Sharp® copiers, printers, display boards and multifunctional devices. Yet our focus and reach remains local. 

    We are a company employing around 50 hard-working men and women. Our local focus extends beyond the corporate hallways. We are dedicated to supporting the communities in which we operate, including many philanthropic efforts to support academics and athletics.

     

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