IT Service Technician

ABOUT US
Our mission is to provide complete hardware, software, and support solutions, enabling clients to operate their businesses more successfully. In 1994, Omega Computer Services started as a small I.T. consulting firm and transformed over the years into a complete I.T. managed service provider. Now, Omega is one of the top MSPs in Michigan. We pride ourselves on a strong company culture, made possible by our staff’s commitment to upholding our five core values:

DO THE RIGHT THING | GROW OR DIE | PASSION FOR OUR WORK | HUMBLY CONFIDENT | WE LOVE CUSTOMER SERVICE

THE POSITION

We are looking for a full-time IT Service Technician to join our team working in the Greater Detroit area. Our Service Desk is active Monday - Friday, 8:00 AM - 5:00 PM with occasional appointments and on-call shifts required after hours. Some travel will be necessary to visit client locations, mostly within the Greater Detroit area, but potentially visits up to three hours away – transportation is company-provided. Please visit www.ocs.help/careers to learn more about our company culture, employee perks, and benefits.

KEY RESPONSIBILITIES

• Diagnose and troubleshoot end-user issues remotely through the ticketing system
• Maintain high-quality support by responding quickly, effectively, and in a professional manner
• Provide on-site technical service and support for existing clients, including, but not limited to:
• Modifying configurations, utilities, software default settings, etc. for local workstations
• Ensuring each workstation has the proper equipment
• Installing, testing, and configuring new workstations, peripheral equipment and software
• Managing PC setup and deployment for clients' new employees
• Document internal procedures and notes pertaining to the ticket resolution
• Assist Project Technicians with on-site technical setup for new clients
• Assist remotely with service requests and escalated tickets
• Maintain inventory of all equipment, software and software licenses; including frequent communication with the Inventory Admin to send and receive equipment on schedule
• Perform timely workstation hardware and software upgrades as required

QUALIFICATIONS

• 1+ year(s) of experience working in an IT Service/Help Desk or NOC team environment
• 1+ year(s) of experience providing excellent customer service
• Proven written and oral communication skills
• Ability to work independently, achieve high standards, and consistently meet deadlines
• Possess an inclination and passion for learning new technologies quickly
• Excellent problem-solving skills, especially in fast-paced, high-pressure situations
• CompTIA A+ Certification (or equivalent)
• Certification or above-average comprehension of:
• Active Directory services
• Network setups and configurations
• Microsoft 365
• Multi-platform environments
• Ninja RMM (or similar RMM/PSA software)
• Freshdesk (or similar ticketing system)
• Cisco Meraki

WE CAN'T DO WHAT WE DO WITHOUT YOU

This position assists with driving our mission by maintaining high-quality, white-glove I.T. services and support for our clients. This position also contributes to our team by implementing best practices for the ultimate benefit of our staff and clients.