IT Support Desk Operator

Job Details: Job Location: Madison Heights, MI - 1357 E. Lincoln Ave - Madison Heights, MI, Position Type: Full Time, Salary Range: Undisclosed, IT Help Desk Support, Tier 1 Position Summary The IT Help Desk Support, Tier 1 role serves as the front line of the IT experience for internal customers across the company. This position is responsible for delivering responsive, professional, and solutions-oriented support to employees in the office, warehouse, and field. Success in this role requires not only solid technical troubleshooting skills, but also strong customer service, clear communication, follow-through, and the ability to build trusting relationships with users. This role is expected to resolve common technology issues efficiently, document work thoroughly, and create a positive support experience that helps employees stay productive. In addition to day-to-day ticket resolution, this position contributes to continuous improvement by identifying recurring issues, improving documentation, and helping strengthen the connection between IT and the business. Key Responsibilities •    Deliver excellent internal customer service by responding to employees with professionalism, urgency, empathy, and a genuine focus on solving problems and supporting productivity. •    Serve as the first point of contact for help desk requests involving hardware, software, network access, mobile devices, printers, RF devices, and business systems. •    Build positive working relationships with users across all areas of the business, including field and operational teams, by being approachable, communicative, and dependable. •    Resolve as many issues as possible at first contact while ensuring users feel heard, informed, and confident in the support being provided. •    Communicate clearly with non-technical users, set appropriate expectations, and provide timely follow-up until issues are resolved or properly handed off. •    Accurately document incidents, troubleshooting steps, resolutions, and follow-up actions in the ticketing system to support knowledge sharing and reduce repeat work. •    Escalate issues appropriately with complete context, strong documentation, and a clear summary of actions already taken. •    Identify recurring issues, service gaps, or process breakdowns and contribute ideas for long-term fixes, standardization, automation, or training. •    Assist with onboarding, user training, and day-to-day guidance to help employees use systems and tools effectively and reduce preventable support requests. •    Maintain accurate records for supported hardware, software, and other assigned IT assets. •    Support basic server, backup, or administrative tasks as assigned by the IT team. •    Follow all company policies and standards, including safety, security, and data protection requirements. Qualifications and Preferred Experience Education and experience should be consistent with an entry-level IT support role while demonstrating the interpersonal skills needed to represent IT well across the organization. •    Minimum of 1 year of experience in help desk, technical support, customer support, or another user-facing IT role. •    Experience working in a fast-paced environment where responsiveness, service quality, and follow-through are important. •    Exposure to distribution, warehouse, field, or multi-site operations is preferred. •    Demonstrated ability to work effectively with people at different levels of technical comfort and business responsibility. Technical Skills •    Working knowledge of Windows operating systems and desktop environments. •    Basic networking knowledge, including connectivity, VPN, and general troubleshooting. •    Hardware troubleshooting for PCs, printers, RF devices, and related peripherals. •    Experience using ticketing systems and documenting support activity clearly and consistently. •    Basic mobile device support. •    Helpful but not required: familiarity with warehouse, distribution, or multi-site technology environments, kiosk environments, RF scanning devices, or entry-level user account administration, backup, or server support. What Success Looks Like •    Internal customers feel supported, respected, and confident that IT is helping them solve problems. •    Issues are resolved quickly and professionally, with strong first-contact resolution where appropriate. •    Users receive clear communication and timely follow-up. •    Tickets are well documented and useful for future reference. •    Repeat issues are identified and reduced over time. •    Stronger working relationships are built between IT and employees across the business, including the field. •    Senior IT resources are freed up by effective handling of Tier 1 support issues. Qualifications: