Company Description
Total Network Solutions has provided IT services for small and medium-sized businesses since 1998. The company provides affordable and well-managed technology services, including IT Infrastructure, managed IT, and Cybersecurity Services.
Role Description
This is a Full time on-site role for an Information Technology Desktop Support Specialist for a large client located in Saginaw, Michigan. The role involves day-to-day tasks such as end users and desktop administration, troubleshooting, and providing excellent customer service.
Key Responsibilities
- Provide Level 1 and Level 2 support for end-users, including troubleshooting hardware, software, and network issues.
- Support and manage Microsoft 365 applications, including Outlook, Teams, OneDrive, SharePoint, and Office Suite.
- Respond to and resolve helpdesk tickets in a timely and efficient manner.
- Install, configure, and maintain computer hardware, peripherals, and operating systems.
- Assist with user account management in Active Directory and Microsoft 365.
- Provide remote and on-site support to employees as needed.
- Set up and troubleshoot printers, mobile devices, and VoIP phones
- Assist in basic network troubleshooting, including connectivity issues, VPN, and Wi-Fi setups.
- Document and maintain accurate records of issues, solutions, and IT assets.
- Assist with software installations, updates, and patch management
- Educate end-users on best IT practices and security awareness.
- Collaborate with the IT team to escalate and resolve complex technical issues.
Technical Skills & Experience
- 1-3 years of experience in an IT support role (helpdesk or desktop support).
- Strong knowledge of Microsoft 365 administration (Exchange, Teams, OneDrive, SharePoint).
- Familiarity with Windows 10/11 operating systems; Mac OS knowledge is a plus.
- Basic experience with Active Directory, user permissions, and group policies.
- Understanding of network fundamentals (DNS, DHCP, TCP/IP, VPNs, Wi-Fi).
- Experience with ticketing systems for tracking and resolving IT issues.
- Familiarity with antivirus and endpoint security solutions.
- Experience with remote support tools such as NinjaRMM, Autotask, Avanan, Mimecast, Cynet.
Soft Skills
- Excellent communication and customer service skills.
- Strong problem-solving and analytical abilities.
- Ability to multi-task and prioritize in a fast-paced environment.
- Team player with a willingness to learn and take on new challenges.
- Ability to explain technical concepts to non-technical users.
Preferred Qualifications
- CompTIA A+ or Microsoft 365 certifications (MCP, MS-900, etc.).
- Experience with IT asset management tools.
- Knowledge of basic scripting (PowerShell, Bash) is a plus.
- Experience supporting cloud-based applications and SaaS platforms.
Work Environment & Physical Requirements
- Office-based role between the customer's six local sites.
- Ability to lift and move IT equipment (up to 50 lbs).
- May require occasional travel to support remote offices.
Benefits & Perks
- Competitive salary based on experience.
- Health, dental, and vision insurance.
- 401(k) with company-matched.
- Paid time off (PTO) and holidays.
- Professional development and certification reimbursement.
- Friendly and collaborative team environment.