Desktop Support Engineer II

Description

Open Dealer Exchange (ODE) is seeking a Desktop Support Engineer Level II to support its workforce in Southfield, MI. As a Desktop Support Engineer II, you will provide advanced end-user technical support, manage desktop technologies, and ensure a seamless employee experience across hardware, software, and facility-related IT services. The ideal candidate will have current knowledge and experience in desktop technology, including laptops, telephony, Microsoft suite of software, and Microsoft Active Directory. A demonstrated delivery of customer service through excellent verbal and written communication skills is required. 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:

• Incident & Service Request Management: Work all assigned incidents and service requests within the service desk system in accordance with defined service level agreements (SLAs).
• End-User Support & Troubleshooting: Provide advanced troubleshooting and resolution for hardware, software, telephony, and peripheral issues to support employee productivity.
• Desktop Automation & Efficiency: Leverage enterprise desktop automation tools and recommend opportunities to automate and streamline support processes.
• Hardware & Software Standardization: Analyze, recommend, and support standardized hardware and software solutions across the organization.
• Process Documentation & Improvement: Document, maintain, and improve procedures related to IT standards, policies, and desktop support best practices.
• Asset Management: Maintain accurate inventory of hardware, software, and licensing assets to ensure compliance and operational readiness.
• Onboarding & Offboarding Support: Manage asset provisioning, initial technical setup, user orientation, and asset retrieval for employee onboarding and offboarding.
• Physical Security & Facilities Support: Manage physical security systems and oversee daily facility operations, including maintenance, repairs, and in-suite facility requests.
• Facilities Point of Contact: Serve as a primary point of contact for facility-related IT inquiries from employees and management.
• Special Projects & Collaboration: Participate in IT-related projects and perform additional duties as assigned to support departmental and organizational goals.

Requirements

Job Requirements:

• Associate degree in computer science or a related field, or an equivalent combination of education, training, or experience.
• Minimum of 4 years of experience working in Information Technology.
• Minimum of 2 years of experience in a desktop or end-user support role.

Desired Skills:

• Hands-on experience supporting Microsoft enterprise environments, including Active Directory, Entra ID, Intune, Group Policy, and/or core networking concepts (DNS/DHCP).
• Experience supporting end-user devices and peripherals, including laptops, desktops, printers, scanners, and conference room A/V equipment.
• Familiarity with endpoint management, remote installation, and desktop automation tools in an enterprise environment.
• Working knowledge of IT service management tools such as ServiceNow.
• Exposure to networking and telephony technologies, including Cisco Meraki infrastructure and VoIP systems.
• Strong analytical and troubleshooting skills with the ability to resolve technical issues efficiently.
• Excellent written and verbal communication skills with a strong customer service focus.
• Ability to work effectively in a collaborative, team-oriented environment; prior team lead or mentoring experience is a plus.