Service Desk Administrator II - Livonia, MI

* Candidates for this role must reside in the Livonia, MI area and be able to work in the office 4 to 5 days per week. 

About Us

WorkForce Software is the first global provider of workforce management solutions with integrated employee experience capabilities. The company’s WorkForce Suite adapts to each organization’s needs—no matter how unique their pay rules, labor regulations, and schedules—while delivering a breakthrough employee experience at the time and place work happens. Enterprise-grade and future-ready, WorkForce Software is helping some of the world’s most innovative organizations optimize their workforce, protect against compliance risks, and increase employee engagement to unlock new potential for resiliency and optimal performance. Whether your employees are deskless or office workers, unionized, full-time, part-time, or seasonal, WorkForce Software makes managing your global workforce easy, less costly, and more rewarding for everyone.

Over one thousand organizations with more than 4 million users in over 80 countries rely on WorkForce Software solutions to streamline compliance, reduce labor costs, provide more intuitive tools to their employees, and achieve strategic HR on a global basis.

Summary

The Service Desk team spans the globe and serves as the front line of IT support for our entire organization. The North American team is based in our Livonia, Mi office for 4-5 days a week with the flexibility to work one day remotely.

Responsibilities 

• Ticket Management: Address, prioritize and resolve tickets from users in a fast-paced, global, technology driven organization.
• On-call Rotation: Participate in an after-hours on-call rotation for emergency IT support issues.
• User Onboarding/Offboarding: Efficiently handle the onboarding process for new employees, ensuring they have all required tools, accounts, and access permissions. Equally, manage the offboarding process with a positive touch, ensuring data security and access revocations are completed seamlessly.
• Hardware/Software Installation: Install, test, and configure new workstations, peripheral equipment, and software for a mixed PC and MacOS environment.
• PC/Mac Hardware Repair: Perform basic repair and maintenance for end user equipment. Work with vendor to schedule replacement of warrantied components.
• Documentation: Update and maintain detailed documentation of key processes to foster better communication and knowledge sharing within the team.
• Project Involvement: Collaborate with the IT project teams to support the rollout of new applications, systems, and technologies.

 Requirements

• 3-5+ years’ experience in desktop support services
• Strong troubleshooting skills with a deep understanding of Windows/Mac OS, networking principles, and software applications.
• Demonstrated experience and expertise in computer and IT troubleshooting and support.
• Ability to manage multiple assignments in a constantly changing environment.
• Excellent verbal and written communications skills
• Highly motivated with a strong customer focus and the ability to interface professionally with all levels of staff.
• Able to perform functions independently and collaboratively.
• Proven ability to grasp new technologies with or without formal instruction.
• Ability to work in a professional office setting 4-5 days /week and remotely up to 1 day per week.

Desired Experience 

• Knowledge of Active Directory, Azure AD, Exchange Online, and Teams administration
• Knowledge of Microsoft Office 365 Suite applications
• Experience with troubleshooting network issues, VPN, printers, and peripherals
• Familiarity with ITSM processes and service desk tools

Travel

• Up to 5%

Education 

• Bachelor’s degree or equivalent
• Certifications such as CompTIA A+, Network+, or Microsoft 365 are preferred but not required

Why You Should Join the WorkForce Team?

• Unlimited PTO
• Flexible Hours / Work from Home Policy
• 401k with Company Match
• Performance Bonus
• Career Development and Training – Be the CEO of your career!
  • Company paid LinkedIn Learning subscription.
• Diversity, Equity, and Inclusion Initiatives including committees such as:
  • Women for Inclusion
  • Age: Unity Beyond Years
  • Racial Equality/Discrimination
  • Mental and Physical Ability
  • WorkForce Pride Network
  • Global Perspectives
  • Band of Veterans
• Health and Wellness / Gym Reimbursement
• Full Comprehensive Health Benefit Package
• Parental Leave
• Community Outreach Programs and Charitable Support

This job description is not intended to be all inclusive, and employee will perform other reasonably related business duties as assigned by the immediate supervisor and other management as required.

To maintain our goal of remaining a diverse and inclusive company, WorkForce Software advocates for and promotes a diverse, equitable, safe, and professional workplace where all people feel welcomed and empowered. We are committed to creating an environment that supports and celebrates the full range of our individual and collective differences, so that everyone can do their best and most innovative work, on the job and in our communities.

WorkForce Software is committed to the full inclusion of all qualified individuals. As part of this commitment, WorkForce Software will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact our Talent Acquisition Department at careers@workforcesoftware.com, 1-833-987-3831.

WorkForce Software is an Equal Opportunity Employer.