Date Posted: 03/03/2025
Hiring Organization: Rose International
Position Number: 479041
Job Title: IT Desktop Support Analyst
Job Location: Troy, MI, USA, 48098
Work Model: Onsite
Employment Type: Temporary
Estimated Duration (In months): 7
Min Hourly Rate($): 30.00
Max Hourly Rate($): 34.66
Must Have Skills/Attributes: Adobe Creative Suite, AI Models, Android, Desktop Support, Inventory Control, iOS, ITAM (IT Asset Management), MAC OS, Microsoft Office 365, MS, PowerBI, SCCM, ServiceNow
Job Description
Education:
• Degree in Information Technology, Computer Science or related field
• Relevant certifications (e.g., Microsoft, Apple, CompTIA, A+) are a plus.
Requirements:
• Experience: Minimum of 5+ years of experience in desktop support or a similar role.
• Technical Skills: Strong knowledge of PC/MAC OS, hardware and software troubleshooting; proficiency in SCCM, JAMF, Office365, and Adobe Creative Cloud applications.
• ServiceNow: Familiarity with ServiceNow or other comparable ticketing and asset management tools.
• Inventory Management: Experience in general inventory management and asset tracking.
• AI Integration: Familiarity with AI tools and their integration with office products.
Summary:
• We are seeking a dedicated and skilled IT Desktop Support Technician to join our Level-2 support team. The ideal candidate will possess a strong background in providing hardware and software support for both MAC and PC environments, along with experience in utilizing SCCM, JAMF, Office365, and Adobe applications.
• The candidate should have experience in general inventory management and achieving SLA and project targets supporting AI integrations with office products.
• This position reports to the US Service Desk Associate Director.
Key Responsibilities:
• Customer Focus: Deliver the highest level of customer satisfaction by prioritizing customer needs, effectively communicating with users to understand issues, providing timely resolutions, and escalating when necessary.
• Issue Management: Evaluate and manage various end-user situations and escalate to the manager when necessary.
• Teamwork & Collaboration: Work effectively with other HTS teams and management toward shared goals for responsive, effective information feedback, escalation, and end-user issue resolution to build strong customer relationships.
• Technical Support: Provide comprehensive desktop support for MAC and PC users, addressing hardware and software issues promptly and efficiently.
• Network Support: Assist end users with network connectivity issues from home and office, including printers, corporate email, handheld devices, scanners, and various software applications.
• Office365 Support: Administer and troubleshoot issues related to Office365 applications, including Outlook, Word, Excel, PowerPoint, Teams, SharePoint, and OneDrive.
• Adobe Suite Support: Provide support for Adobe Creative Cloud applications, addressing installation, authentication, and access issues.
• Software Deployment: Utilize SCCM and JAMF for software deployment and management, ensuring smooth and consistent application installations and updates.
• Inventory Management: Oversee general inventory management, including tracking and maintaining hardware (CMDB) and software assets, and desktop refresh using corporate ITAM tools such as JAMF, SCCM, and PowerBI.
• AI Support: Assist with end-user issues and support of AI tools with office products, ensuring seamless operation and user productivity.
• Documentation: Maintain accurate and up-to-date documentation of technical procedures, troubleshooting steps, and system configurations.
• SLA Achievement: Achieve and maintain monthly SLA targets for INCIDENTS (93%) and SERVICE REQUEST Tasks (84%) throughout the year.
• Email Configuration: Configure and troubleshoot email clients such as Microsoft Outlook.
• Mobile Device Support: Configure, deploy, and support mobile devices such as Android and iPhones for all users.
• Project Leadership: Lead and supervise IT projects as directed by the Regional Manager.
• Process Documentation: Document and update desktop support processes.
• Azure AD & On-Prem AD Administration: Possess in-depth knowledge of Azure AD and On-Prem AD administration.
• Security: Familiar with anti-virus and malware protection.
• Login Scripts: Understand and manage login scripts.
• Troubleshooting: Identify software application, network, and hardware malfunctions and take appropriate action to resolve them. - **Only those lawfully authorized to work in the designated country associated with the position will be considered.**
- **Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client’s business needs and requirements.**
Benefits:
For information and details on employment benefits offered with this position, please visit here. Should you have any questions/concerns, please contact our HR Department via our secure website.
California Pay Equity:
For information and details on pay equity laws in California, please visit the State of California Department of Industrial Relations' website here.
Rose International is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender (expression or identity), national origin, arrest and conviction records, disability, veteran status or any other characteristic protected by law. Positions located in San Francisco and Los Angeles, California will be administered in accordance with their respective Fair Chance Ordinances.
If you need assistance in completing this application, or during any phase of the application, interview, hiring, or employment process, whether due to a disability or otherwise, please contact our HR Department.
Rose International has an official agreement (ID #132522), effective June 30, 2008, with the U.S. Department of Homeland Security, U.S. Citizenship and Immigration Services, Employment Verification Program (E-Verify). (Posting required by OCGA 13/10-91.).
It is a great pleasure being a part of the Rose International Team.
Toni, Consultant
As a contractor, I have to say that Rose International was by far the best agency I have worked for.
Q'testdalir, Consultant
Rose International was not only attentive and responsive, but they were very professional and helpful whenever I called or needed any assistance.
Diane, Consultant
You are customer service oriented. No matter whether it was the Recruiter or someone in Human Resources/Payroll, you were responsive. That to me is key!
Tonya, Consultant
My on-boarding with Rose was outstanding. The packets of information, the process, and great attention to detail each person gave me allowed me to get started quickly.I appreciated each person's friendly and helpful attitude.
Diana, Consultant
EMPLOYEE COMMENTS