Support Technician

Role: Support TechnicianLocation: Auburn Hills,USA, OnsiteJDDescription and LocationThe Onsite Support Technician provides hands-on IT support for end users within the Benteler environment. This role is responsible for delivering reliable end-user support, assisting with workstation deployments, maintaining IT assets, and performing proactive troubleshooting to ensure a stable and productive IT environment. The technician will work closely with Service Desk and infrastructure teams, acting as the primary onsite IT presence.Location: Benteler site at 900 N Squirrel Road, Auburn Hills, MIWork model: On-site Tuesday through Thursday; remote on Monday and FridayKey ResponsibilitiesEnd User SupportProvide onsite and deskside support for Benteler business applications and standard end-user toolsServe as the first point of contact for users experiencing hardware, software, or connectivity issuesDeliver excellent customer service with clear communication and timely issue resolutionIncident & Request ManagementLog, update, and resolve incidents and service requests using ServiceNowPerform basic triage, troubleshooting, and resolution of common IT issuesEscalate complex issues to appropriate resolver teams with detailed documentationDevice Deployment & Lifecycle SupportSupport deployment of new computers, laptops, and peripheral devicesPerform system imaging, configuration, hardware setup, and user handoverReplace or upgrade end-user devices as part of refresh or break/fix activitiesProactive IT Support ActivitiesParticipate in IT Asset Management activities including inventory tracking, device audits, and asset updatesProactively identify recurring issues and take preventive action to reduce incidentsMonitor and perform end-user device updates, including OS patches and application updatesTroubleshooting & MaintenanceDemonstrate a proactive troubleshooting mindset to identify root causes and prevent reoccurrencePerform basic network, hardware, and software diagnostics on-siteSupport printers, scanners, mobile devices, and other end-user technologyCollaboration & DocumentationWork closely with central IT teams, service desk, and third-party vendorsMaintain accurate documentation of issues, resolutions, and onsite proceduresFollow ITIL-aligned support processes and security policiesRequired Skills & ExperienceProven experience in onsite or deskside IT supportMinimum three (3) years deskside support experienceBasic working knowledge of ServiceNow (incident and request handling)Experience supporting Windows-based end-user devices and common enterprise applicationsFamiliarity with IT asset management and device lifecycle processesStrong diagnostic and troubleshooting skillsCustomer-focused mindset with strong interpersonal and communication skillsPreferred QualificationsPrevious experience supporting industrial or manufacturing environments (e.g., Benteler or similar)Knowledge of Microsoft Windows OS, Office 365, and standard enterprise toolsUnderstanding of ITIL concepts and best practicesExperience with device imaging and deployment toolsPersonal AttributesProactive and self-driven approach to problem-solvingStrong attention to detail and organizational skillsAbility to work independently in an onsite environmentWillingness to learn customer-specific applications and processes.