IT Service Desk Support Specialist

MatchPoint Solutions is a fast-growing, young, energetic global IT-Engineering services company with clients across the US. We provide technology solutions to various clients like Uber, Robinhood, Netflix, Airbnb, Google, Sephora and more! More recently, we have expanded to working internationally in Canada, China, Ireland, UK, Brazil and India. Through our culture of innovation, we inspire, build, and deliver business results, from idea to outcome. We keep our clients on the cutting edge of the latest technologies and provide solutions by using industry specific best practices and expertise.

We are excited to be continuously expanding our team. If you are interested in this position, please send over your updated resume. We look forward to hearing from you!

Title: IT Service Desk Support Specialist

Location: Detroit, MI (2-3 days onsite)

Duration: 2-3 Months

Rate: $25/hr - $35/hr on W2

Summary

The IT Service Desk Support Specialist provides service to employees who request assistance from the service desk and helps develop solutions to systems challenges and maintenance requirements

Performs basic technical support functions and conducts computer-based interventions as directed by more senior IT Operations staff

• Understands employee and organizational needs, assists with the development of system requirements, and helps support the ServiceNow & enterprise file transfer platforms
• Performs all duties in adherence to IT and IT Security policies

Responsibilities

Incident Management

• Serve as the initial point-of-contact for triage of inbound incidents, ensuring proper classification of impact, urgency, priority
• Initial follow-up with users to gather relevant information that should be included in the case
• Update tickets with relevant supporting information to meet requirements

Level 1 Service Desk Support

• Respond to IT support requests and provide efficient resolution of hardware and software related issues
• Install, configure, and troubleshoot computer hardware, software, and peripherals
• Diagnose and troubleshoot technical problems, escalating to appropriate teams when necessary
• Assist in the setup and maintenance of audiovisual equipment for meetings and presentations

Change Management

• Evaluate and prioritize change requests for resolving incidents, ensuring they align with organizational goals and minimize disruption to operations
• Coordinate with various teams to assess the impact of changes
• Document change details to ensure compliance and accountability
• Communicate change-related information to relevant stakeholders

Documentation and Reporting

• Maintain accurate records in ServiceNow
• Generate reports and dashboards to visualize areas for improvement in IT support services
• Adhere to IT support policies and procedures
• Contribute to the development of IT policies, standards, and guidelines as requested

Requirements

• Strong technical knowledge of computer hardware, software, operating systems, and networking fundamentals
• Strong communication and interpersonal skills, with the ability to effectively communicate technical concepts to non-technical users
• Excellent problem-solving and analytical skills, with the ability to prioritize and manage multiple tasks
• Utilize excellent written and verbal communication skills to present complex technical information in a clear and concise manner to a variety of audiences
• Ability to respond effectively to the most sensitive inquiries or complaints
• Knowledge of electronic privacy methods for handling sensitive information
• Solid understanding of change management principles, methodologies, and tools
• Familiarity with ITIL framework and best practices
• Ability to work independently and collaboratively within a team-oriented environment

Personal Effectiveness Competencies

• All employees of the Trust are expected to demonstrate relevant personal effectiveness competencies as specified in the Trust's competency definitions.

Education, Professional Certifications and Licensure

• Bachelor's degree in computer science, Information Technology, or a related field, or equivalent work experience
• Relevant certifications (e.g., ServiceNow Platform Fundamentals, ITIL Foundation) are a plus

Working Conditions and Physical Effort

• The physical requirements of this position are typical of office work
• Travel as required between Trust sites
• Onsite presence required 2-3 days per week