• Technical Support Analyst II – Project Management

    Posted: 11/01/2021
    IT

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    LOCATION: Ann Arbor or Troy

    GENERAL PURPOSE:   Butzel Long is seeking to hire an IT Support Analyst II with Project Management experience to join its Information Technology Department in the firm’s Bloomfield Hills Office.  The position reports to the IT End User Services Manager, and is responsible for delivering outstanding, proactive internal client support to the firm staff across its multiple offices.  The IT Support Analyst II will provide Break-Fix support, Video Conference support, Equipment setups (MAC), and manage application and license inventory, in addition to supporting mobile devices, remote access, and the firm’s Cisco IP telephony system.  Additionally, this individual will, from time to time, lead projects to upgrade firm applications or implement new technology.

    RESPONSIBILITIES / EXPERIENCE:

    • Provide first-contact Help Desk support to all Butzel Long users via phone, e-mail, help desk ticketing software, or other channels, as appropriate.
    • Coordinate with other team members and third parties to resolve reported issues within an established timeframe to ensure optimal customer satisfaction.
    • Assist with application installs and upgrades
    • Handle escalations of specific application support issues within the Help Desk
    • Strong knowledge of Windows Server Administration with Active Directory (Provisioning, Group Policies, OU, scripting, etc.) and Systems Management tools.
    • Experience with various business applications such as document management (assembly, comparison, sharing, and storage), financial, and tax systems
    • Experience configuring and trouble-shooting desktops, laptops, and other office peripherals.
    • Significant experience with PC imaging and desktop management including application deployment and driver and .MSI file updates.
    • Experience with SQL: writing SQL code, scripts and using various report tools
    • Thorough knowledge of Microsoft Windows 10 and Microsoft Office Suite; including experience with technology rollouts / upgrades.
    • Knowledge of Cisco telephony systems including the use of Cisco Call Manager and Unity Voice Mail systems to manage end user telephony based services.
    • Experience supporting and troubleshooting iPhones and Androids.
    • Previous experience utilizing a Help Desk ticketing system to record and track customer reported incidents.
    • Experience with Video Conferencing solutions (Zoom).
    • Experience with process improvement methodologies or tools preferred.
    • Experience leading projects utilizing proven methodologies, including tracking open issues and coordinating the activities of staff, consultants, and external parties.

    SKILLS AND ABILITIES:

    • Excellent communications skills and high degree of professionalism
    • Demonstrated ability to work in a fast-paced collaborative environment. 
    • Prior experience supporting desktops, laptops, and other technology in an office setting is essential. 
    • Qualified candidates will possess strong customer service skills with a desire to learn and grow within a collaborative team environment.

    EDUCATION, EXPERIENCE AND/OR TRAINING:

    • Associate degree or Bachelor degree with one to two years of experience
    • Minimum of two (2) years of prior experience in a Help Desk support capacity, supporting multiple users.
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