IT Service Desk Engineer

ECI is seeking a dedicated IT Service Desk Engineer to lead our US / CA Service Desk operations, ensuring top-notch support and process improvement for end-user service requests and computing issues to join our team in the Southfield, MI office.

This role requires strong organizational skills and a commitment to end-user satisfaction.

Who We Are

Founded in 1953, Electrical Components International (ECI) is one of the world's leading suppliers of electrical distribution systems, control box assemblies, and other critical engineered components for diversified markets.

With 20,000 employees and 39 global manufacturing locations, ECI is the trusted partner to market leaders with 450+ customers.

At ECI, we power smart, connected, and electrified solutions that help solve the most complex challenges.

About The Position

This position will report to the Global Service Desk Manager and will be responsible for managing and advancing the first-level service and support of end-user service requests and computing issues.

The position requires strong organizational skills, and a deep commitment to end-user satisfaction and experience in driving process improvement.

Lead the US / CA Service Desk, (Incident, Request, Problem Management and Knowledge Management), Windows desktop and application support, and provide guidance to the Global Service Team.

Provide white-glove executive level support as needed at ECI's Corporate Office in Southfield, Michigan.

Qualified candidates must have a strong Service Desk background with working knowledge of ITIL framework.

Experience supporting complex organization with robust trouble shooting skills and a broad exposure to a variety of technical areas such as desktop management, network management, printers, conferencing tools, Microsoft tools, etc.

In This Role, You Will

• Provide onsite support for Southfield Corporate HQ.
• Manage the Support function within the US and Canada operations including capture of support requests, entry of tickets into ITSM Platform, escalation of issues to appropriate Tier 1, Tier 2 & Tier 3 systems experts, follow up and resolution of issues.
• Support Process : Maintain an understanding of current support processes, systems, equipment, and access provisioning for ECI locations and work to standardize the intake and support model across all sites.
• Support, monitor and report monthly KPI's for support to identify potential problem areas, recommend solutions and opportunities for improvements using data-driven analytics.
• Asset Management : Monitor and manage Hardware and Software Assets for desktops and other issued devices (printers, tablets, phones, scanners, etc.), keeping an accurate inventory of devices via ITSM CMDB.
• Desktop Management : Manage PCs across the environment, including :
• Issuing of devices
• Managing systems lifecycle, inventory, procurement, and refresh of desktops
• Coordinate with vendors to obtain pricing, services, and support for desktop systems and peripherals
• Operating systems Updates and Patching
• Antivirus
• Management of software licensing
• Installation of necessary software for users
• Hardware maintenance, repair, returns and warranty
• Manage process (in conjunction with HR) for issuing and managing IT equipment and accounts as a part of onboarding and offboarding employees and contractors.
• Install, coordinate installation of new or modified desktop hardware, software, and operating systems.
• Maintain security posture to align with ECI standards and policies, for operating systems, software, and data.
• Consult with users, administrators, and engineers to identify business and technical requirements for proposed system modifications or technology purchases.
• Document and maintain installation procedures of hardware and software.
• Follow change management policies and procedures for all change activities.
• Comfortable navigating the O365 Admin portal.
• Flexibility, commitment, and capacity to work both independently and as part of a team, including working on-call nights and weekends
• Other duties as assigned.

Education & Experience

Knowledge, Skills & Abilities

Primary Location, Work Arrangement & Eligibility

Our Culture

At ECI, we live by our core values of respect, empathy, accountability, integrity, and ethics.

Our diverse, equitable, and inclusive culture empowers our people to be who they are, contribute their unique perspectives, and make a difference individually and collectively.

Electrical Components International is an Equal Employment Opportunity employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

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