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Service Desk Technician (Level II)

Further your career at one of the Michigan’s fastest growing Managed Services IT companies. This is the perfect position for someone who loves technology, is a great communicator, and has a natural desire to help people with their IT needs. As a Service Desk Technician, you’ll have the opportunity to gain a broader range of IT experience, hone your technical skills and work within a terrific group of professionals, all while working with some of the greatest clients a company could ask for.

Does this sound like a position you are looking for…? GREAT, read on!

Daily duties of a Service Desk Technician (Level II):

  • Acting as the first point of contact when our clients need our assistance, answering incoming calls, tickets and emails in a friendly and efficient manner
  • Provide and maintain an exceptional level of service by interacting with clients in a polite and professional manner, explaining technical terms in a way clients can understand and feels confident their issue is being resolved.
  • Manage, track and provide solutions to reported issues in a timely fashion
  • Configuration and troubleshoot client products and services as needed
  • Track all reported issues within our ticketing system and document issues accordingly
  • Remotely provide end-user technical support for reported issues
  • Document all reported issues and resolutions in our management system
  • Effectively communicate information internally and to client’s as needed
  • Solve a variety of IT concerns and escalate tickets to the appropriate technicians
  • Provide hardware and software problem resolution to customers per service level standards
  • Pinpoint recurring technical issues and present solutions to address the root of the problems
  • Follow up with customers to ensure the issue has been resolved
  • Background in installing and configuring operating systems, networked and local printers, and business applications

How You Will Excel:

  • Customer Service & Communication – a natural eagerness to assist others and the ability to communicate clearly
  • Troubleshooting & Problem Solving – can make good decisions quickly in a dynamic environment
  • Multitasking & Time Management – every hour brings new opportunities, being able to keep track of your day is critical
  • Love of Learning – we want you to be successful and learn all you can about the IT world
  • Ability to follow established departmental procedures, learn new tasks and readily adapt to operational changes
  • Be comfortable directly supporting the end-users of small- to medium-sized businesses as their outsourced help desk
  • Work individually and as a team to meet and exceed established goals and metrics.
  • Drive initiatives that improve the service desk
  • Partner with internal support groups in providing the best services for our client base

Your Skills and Experience:

  • Technical aptitude and general experience resolving issues with Windows OS, O365, AV tools, VOIP, Active Directory, firewalls/switches, and other infrastructure requirements
  • Experience working with end users, via telephone and in person, to resolve application software, system software, hardware, printing, and network issues
  • Excelled in customer service positions: answering phones, emails and interacting with clients throughout an active day
  • Extensive working knowledge of local area networks (cabling, installation, design, troubleshooting, TCP/IP, router configuration, file sharing, etc.)
  • Comprehension of basic networking concepts
  • Ability to research and analyze data and make appropriate recommendations to management and/or clients
  • Consistently exceeded customer expectations through extraordinary service
  • Ability to organize, multitask, and prioritize

Our requirements:

  • Bachelor’s degree in Information Technology, Computer Science, or related discipline required.
  • 3 Years’ bare minimum experience working for a Managed Service Provider as a Helpdesk or Service Desk technician.

Structured Technologies is an equal opportunity employer. We believe prosperity is driven by the diversity of our employees. We celebrate authenticity and provide a safe and inclusive environment for all. Most importantly, we look forward to reviewing your application and thank you so much for your interest in our company.

Job Type: Full-time

Pay: From $18.50 per hour

Send Resume to:


  • Dental insurance
  • Health insurance
  • Paid time off
  • Vision insurance

Experience level:

  • 3 years


  • Monday to Friday
  • On call
  • Rotating weekends
  • Weekend availability

Ability to commute/relocate:

  • Flint, MI 48507: Reliably commute or planning to relocate before starting work (Required)


  • Help desk: 3 years (Required)
  • Windows: 3 years (Preferred)

Work Location: In person