Service Desk Technician

Job DescriptionJob Description

Build Your IT Career with XFER Communications

Are you passionate about technology and ready to take the next step in your IT career? At XFER Communications, we provide businesses with the technology solutions they need to succeed. From cloud services to cybersecurity, our team delivers the expertise that keeps organizations secure, efficient, and connected.

We are looking for a Service Desk Technician to join our team in Livonia, MI. This is a client-facing role where you will be the first point of contact for technical support. The position is on-site to start, with a hybrid option available after the initial training period.

This is not just another IT support role. It is a career pathway. We provide training, mentorship, and opportunities to advance into roles such as Project Lead, Network Engineer, or Account Manager.

What You Will Do Day-to-Day

You will handle a wide variety of IT support tasks that make a real difference for our clients:

• End-User Support: Troubleshoot issues with Microsoft Office 365, Windows operating systems, printers, and business applications.
• Network Assistance: Provide basic WAN and LAN connectivity support, including routers, firewalls, and security devices.
• Remote Access: Configure and support VPN, Terminal Services, and Citrix environments.
• Disaster Recovery: Assist in backup and recovery solutions to protect client data.
• Monitoring: Use our Remote Monitoring and Management (RMM) tools to proactively respond to system alerts.
• Ticketing and Documentation: Enter, update, and maintain detailed records of all client interactions in our ConnectWise PSA ticketing system.
• Customer Communication: Keep clients informed on the status of their requests, planned changes, and any outages.

Additional Responsibilities

• Collaborate with senior engineers on escalated issues.
• Work with the Service Desk Dispatcher to prioritize and route requests.
• Continuously look for ways to improve customer service and client satisfaction.
• Enter time and expenses accurately in tickets.
• Stay current on new technologies and certifications.

What Success Looks Like

The right candidate will:

• Handle requests with speed, accuracy, and professionalism.
• Build trust with clients through clear communication and problem-solving.
• Adapt quickly to changing priorities in a fast-paced environment.
• Take initiative to learn and grow within the role.

Qualifications and Skills

We are looking for someone who has:

• 1–2 years of IT support experience (or equivalent technical training).
• Familiarity with Windows desktop and server environments and Microsoft 365.
• Knowledge of networking basics (IP addressing, DNS, firewalls, etc.).
• Strong troubleshooting and diagnostic skills.
• Customer service skills, with clear and patient communication.
• Ability to manage multiple tickets without losing attention to detail.
• Motivation to grow into advanced IT and account management roles.

Bonus Skills (Not Required, but Great to Have):

• Experience with ConnectWise, or other PSA and RMM tools.
• Certifications such as CompTIA A+, Network+, or Microsoft Fundamentals.
• Previous MSP (Managed Service Provider) experience.

Why Work at XFER?

• Career Growth: Designed as a stepping stone into engineering, project leadership, and account management roles.
• Training and Mentorship: Learn directly from senior engineers, project leads, and technical account managers.
• Impact: Every ticket you resolve helps a business operate better and more securely.
• Culture: Collaborative team that values problem-solvers, not box-checkers.
• Hybrid Flexibility: After training, balance in-office collaboration with remote work.

Job Details

• Location: Livonia, MI (Hybrid after training)
• Job Type: Full-Time
• Schedule: Monday to Friday, standard business hours
• On-Call: Participation in an on-call emergency support rotation is required
• Compensation: Competitive salary based on experience, plus benefits package (health, dental, vision, 401k, PTO, certifications support)

Company DescriptionXFER Communications is the leading provider of voice and data solutions to business customers in Southeast Michigan. We are a rapidly growing company that puts our customers first while using technology to solve their business needs. We are looking for new team members that are willing to learn and grow in an exciting fast paced environment.Company DescriptionXFER Communications is the leading provider of voice and data solutions to business customers in Southeast Michigan. We are a rapidly growing company that puts our customers first while using technology to solve their business needs. We are looking for new team members that are willing to learn and grow in an exciting fast paced environment.