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Jobs at XFER Communications

Service Desk Technician

Location: Livonia, MI

Department: Service and Support

Type: Full Time

Min. Experience: Mid Level

Who we are:

XFER Communications is the leading provider of voice and data solutions to business customers in Southeast Michigan.  We are a rapidly growing company that puts our customers first while using technology to solve their business needs.  We are looking for new team members that are willing to learn and grow in an exciting fast paced environment.   

Job Summary:
The Service Desk Technician is responsible for handling first level support of service requests.  This relates to all technology, to include: workstations, servers, printers, networks, and vendor specific hardware and software.  This is a critical role at XFER Communications and is designed to be a stepping stone to allow you to grow into becoming a project lead and network engineering roles.                         

Essential Duties and Responsibilities:                                            

  • IT Support relating to technical issues involving Microsoft’s core business applications and operating systems
  • Support of disaster recovery solutions
  • Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
  • Basic remote access solution implementation and support: VPN, Terminal Services, and Citrix
  • Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
  • System documentation maintenance and review in our ticketing system
  • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages

Additional Duties and Responsibilities:

  • Improve customer service, perception, and satisfaction
  • Fast turnaround of customer requests
  • Ability to work in a team and communicate effectively
  • Work with the Service Desk Dispatcher to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently
  • Escalate service requests that require engineer level support
  • Responsible for entering time and expenses as it occurs
  • Enter all work as service tickets

Knowledge, Skills, and/or Abilities Required:  

  • Advanced understanding of operating systems, business applications, printing systems, and network systems
  • Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
  • Diagnosis skills of technical issues
  • Ability to multi-task and adapt to changes quickly
  • Technical awareness: ability to match resources to technical issues appropriately
  • Service awareness of all organization’s key IT services for which support is being provided
  • Understanding of support tools, techniques, and how technology is used to provide IT services
  • Typing skills to ensure quick and accurate entry of service request details
  • Self-motivated with the ability to work in a fast moving environment
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