Desktop Support Engineer I

Desktop Support Engineer Level I - Job Description

Open Dealer Exchange (ODE), an affiliate of Reynolds and Reynolds, is seeking a Desktop Support Engineer (Level I) to support its workforce in Southfield, MI. The ideal candidate will possess up-to-date desk side support technology knowledge and experience, including laptops, VoIP, Microsoft Suite software, and Microsoft Active Directory. Strong customer service skills and excellent verbal and written communication are essential. Open Dealer Exchange is a dynamic, exciting place to work. We hire exceptional people and every one of them is empowered to think independently, to take the initiative as an employee and to be innovative. Open Dealer Exchange offers a hybrid work model as well as an excellent compensation/benefit package. 

Responsibilities:

• Provide end-user support: Deliver responsive, high-quality customer service to internal users, addressing technical issues and service requests.
• Resolve incidents per service level agreements: Manage and resolve support tickets using the service desk system, ensuring issues are handled within defined SLAs.
• Leverage desktop automation tools: Utilize enterprise automation tools to streamline desktop support and identify opportunities for further automation.
• Support core enterprise systems: Maintain and troubleshoot systems such as Microsoft Active Directory, Intune, and Microsoft Entra to ensure secure and reliable operations.
• Manage user lifecycle processes: Handle onboarding and offboarding tasks, including account creation, access provisioning, and deactivation.
• Track IT assets and inventory: Assist with the management of hardware and software inventories, ensuring accurate asset records.
• Evaluate hardware and software solutions: Analyze current technologies and make recommendations for standardization and improvement across the organization.
• Document and enhance procedures: Create and update documentation for IT standards, policies, and procedures to support continuous improvement and consistency.
• Support additional IT duties: Perform other IT-related responsibilities as needed to support team and business objectives.
• Contribute to special projects: Participate in assigned IT initiatives and projects, supporting the development and implementation of new systems or processes.

Required Job Requirements:

• Associate’s degree in Computer Science or related discipline, or equivalent experience
• 2+ years of experience in Information Technology, with at least 1+ years of experience in a desktop system support role
• Hands-on experience with device management tools, such as Microsoft Intune, MECM, or SCCM
• Proficient in user account management using Active Directory or Microsoft Entra, including password resets and access provisioning
• Proficiency in Microsoft 365 Suite (Word, Excel, PowerPoint, Outlook, Teams)
• Skilled in troubleshooting and supporting end-user hardware, including laptops, printers, and conference room technologies
• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical users
• Proven ability to deliver professional, high-quality technical support while maintaining a positive and customer-focused attitude
• Team-oriented mindset, with the ability to collaborate effectively in a fast-paced environment

Preferred Skills:

• Experience with ServiceNow or similar IT service management (ITSM) platforms for incident tracking and resolution
• Familiarity with Windows Autopilot for device provisioning, deployment, and lifecycle management
• Hands-on experience with VoIP systems and A/V equipment, including monitors, projectors, microphones, and cameras
• Proficiency in PowerShell or other scripting tools to automate routine tasks and improve operational efficiency