Desktop/IT Support Engineer, Novi, MI (Locals- Onsite)
Dice is the leading career destination for tech experts at every stage of their careers. Our client, Prohires, is seeking the following. Apply via Dice today!Job Role: Desktop/IT Support EngineerLoc: Novi, MI (Locals- Onsite)Duration: Long TermJob Summary:The Helpdesk / IT Support Analyst provides advanced technical support for incidents and service requests requiring deeper technical investigation. This role focuses on troubleshooting complex issues involving operating systems, applications, endpoint devices, and basic network services, while ensuring timely resolution, root cause analysis, and high user satisfaction. also contributes to knowledge management, and process improvement.Responsibilities:Advanced Technical SupportResolve incidents related to operating systems, applications, endpoint devices, and user environmentsPerform in‑depth troubleshooting of hardware, software, and connectivity issuesUse structured problem‑solving techniques to identify root causes and implement permanent fixesSupport remote and on‑site troubleshooting using diagnostic and remote access toolsIncident, Request & Problem ManagementTake ownership of escalated tickets and manage them through to resolutionPrioritize issues based on impact, urgency, and service level agreements (SLAs)Escalate unresolved or systemic issues to engineering teams or vendors with clear documentationParticipate in problem management activities, including trend analysis and recurring issue reductionEndpoint, Account & Platform SupportSupport user account administration (e.g., Active Directory / cloud directory tasks beyond basic resets)Assist with software deployment, patching, and configuration for desktops and laptopsTroubleshoot issues related to email, collaboration platforms, VPN, and authentication servicesSupport onboarding, offboarding, and device refresh activitiesDocumentation & Knowledge ManagementCreate, update, and maintain knowledge base articles and troubleshooting guidesDocument resolutions, workarounds, and known errors for reuseContribute to standard operating procedures (SOPs) and support runbooksCollaboration & Continuous ImprovementWork closely with infrastructure and security teams to resolve complex incidentsIdentify opportunities to improve support processes, tools, and automationParticipate in after‑action reviews and service improvement initiativesCustomer CommunicationCommunicate clearly and professionally with users, including non‑technical stakeholdersProvide regular updates on incident status and expected resolution timelinesMaintain a strong customer‑service mindset while handling high‑impact issuesRequired Skills:Technical Skills:Strong knowledge of Windows and/or macOS operating systemsExperience troubleshooting desktop applications, email systems, and collaboration toolsWorking knowledge of directory services, device management, and endpoint security toolsBasic to intermediate networking knowledge (DNS, DHCP, VPN, Wi‑Fi, TCP/IP concepts)Experience with ITSM / ticketing systems and structured incident managementSoft Skills:Strong analytical and problem‑solving abilitiesClear written and verbal communication skillsAbility to manage multiple tickets and priorities simultaneouslyAttention to detail and strong documentation habitsWillingness to mentor and support junior support staffEducation and Experience:Associate or bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience)2–5 years of experience in IT support or service desk roles