What we do:

Galco Industrial Electronics is an authorized distributor for over one million products from over 400 brands. We specialize in industrial, electrical and electronic automation, control and component solutions. Our distribution center stocks over 50,000 products and offers same day shipping and emergency service. We offer on-site and in-house repair services, as well as, engineering services which facilitate integration, retrofits and upgrades.

What we are looking for:

Galco is looking for a Help Desk Technician II to join our amazing team! In this role, you will have an opportunity to interact with various functional departments. Galco is a fast-paced environment with tons of opportunity for professional growth. You will provide IT support and troubleshooting, such as password resets, printer configurations, problem resolution instructions, ticket routing, and escalation. The Help Desk Technician II will be the first point of contact for any IT related issues. In this role, you will prioritize efforts while keeping customer service at the forefront. The Help Desk Technician II reports to the Director of IT. Core hours of operation: Monday-Friday 10:00 a.m. to 7:00 p.m. This role will support multiple facilities in Madison Heights.

Responsibilities:

• First point of contact for customers seeking technical assistance on company supported applications and platforms over the phone, via email, and/or face to face
• Logs service requests as open tickets, maintaining status and providing follow-up both to end users and to senior members of the IT team

• Escalate unresolved issues to the next level of support personnel
• Coordinates with team members and other groups to effectively perform general and routine requests such as create/remove accounts, exchange/outlook, backup/restores, and permissions changes, file share permissions, and application testing.
• Assist with inventory management and installation of desktops, laptops, printers, scanners, monitors, desk phones, etc.
• Employee onboarding and offboard including user account, telephone extension and computer.
• Provide software installation and updates as needed

• Follows all standard help desk procedures, and shows initiative in finding solutions for commonly found technical issues

Experience and Qualifications:

• Excellent customer service skills a must
• Fast learner
• Required understanding of common Windows server roles including, but not limited to, Active Directory, File and Print services, DNS, DHCP, and Remote Desktop Services and must be able to identify and resolve issues of the same.

• Experience with VPN remote access systems and supporting and troubleshooting client setup and connectivity.
• Understanding of IP networking
• Wireless networking experience
• Microsoft Office 365 experience
• Mobile device experience including Android and iPhone

• PowerShell scripting experience a plus, not required

Education:

• Associates or bachelor’s degree in related field or minimum 2yrs work experience

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