IT Support & Operations Specialist @ Detroit, MI (Onsite)

Position: IT Support & Operations Specialist

Location: Detroit, MI (Onsite)

Duration: Full Time

Role Overview

• The IT Support & Ops Specialist is responsible for delivering end-to-end End User Computing (EUC), Service Desk, and Field Support services while managing local IT infrastructure across plant environments.
• This role ensures reliable, responsive, and high-quality IT support for manufacturing operations, acting as the primary contact for end users and business stakeholders.
• The position combines remote service desk support, on-site field support, and infrastructure management, ensuring high system availability, quick incident resolution,
• strong customer satisfaction, and compliance with enterprise IT standards.

Primary Skill

• End User Computing (EUC), Service Desk & Field Support Operations

Key Skills

• End User Computing (EUC) Support
• Service Desk Operations (L1/L2 Support)
• Field / Desk-side Support
• Desktop & Laptop Troubleshooting
• Microsoft 365 (O365, Teams, Outlook)
• Active Directory / Azure AD
• ITSM Tools (Ivanti)
• Windows OS (10/11), Basic macOS
• Network Fundamentals (LAN, WAN, Wi-Fi, VPN)
• Server & Storage Basics
• Hardware & Peripheral Support (Printers, Scanners)
• Incident, Problem & Change Management (ITIL)
• Asset & Configuration Management
• Endpoint Security & Compliance
• Remote Support Tools (SCCM, Intune, TeamViewer)
• Factory / Manufacturing IT Support

Key Responsibilities

End User Computing (EUC) Support

• Manage and support desktops, laptops, mobile devices, and peripheral equipment.
• Ensure smooth functioning of collaboration tools such as Microsoft Teams and Office 365.
• Perform system imaging, device provisioning, and user support activities.

Service Desk Support

• Provide L1/L2 support via calls, emails, chat, and ITSM tools.
• Log, track, and resolve incidents and service requests within SLA timelines.
• Escalate complex issues to appropriate teams and ensure timely resolution.
• Maintain high levels of customer satisfaction through effective communication and support.

Field / Desk-side Support

• Provide on-site technical support for hardware and software issues.
• Troubleshoot desktops, laptops, printers, and network connectivity issues.
• Coordinate with vendors for hardware replacement and repairs.

Incident & Problem Management

• Act as an escalation point for high-priority or complex incidents.
• Perform root cause analysis (RCA) and implement preventive measures.

Change Management

• Support IT change implementation with proper approvals and risk control.
• Ensure minimal disruption to business during changes.

Compliance & Security

• Ensure adherence to IT security policies and audit requirements.
• Maintain endpoint security and compliance standards.

Documentation & Asset Management

• Maintain SOPs, knowledge articles, and troubleshooting guides.
• Track IT assets and manage lifecycle processes effectively.

Collaboration

• Work closely with global IT teams, vendors, and plant stakeholders.
• Align IT services with business and operational requirements

Thanks & Regards

Rakesh Vangala

Team Lead

Burgeon IT Services LLC.

Email Id: OR

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