Technical Operations Support Specialist

About Entrega 

Entrega is a Michigan-headquartered technology professional services firm delivering enterprise solutions to global clients. We design, develop, and operationalize technology-enabled solutions through a high-performance services model built to elevate client experience and deliver measurable business value. 

Our work spans technology, digital, and business solutions delivery. We operate using a structured service delivery model designed to balance client relationships, delivery accountability, project execution, and production capacity management. Strong leadership across these areas is essential to delivering consistently high outcomes for our clients. 

Job Position Summary: 

The Technical Operations Support Specialist serves as the first point of contact for the IT help desk, supporting end users with technical incidents and service requests. This role is responsible for diagnosing and resolving Level 1 issues within established service levels and providing day-to-day deskside and remote end-user support.

The Specialist documents all interactions in the ticketing system, performs initial troubleshooting, and escalates unresolved or complex issues to Level 2 support with appropriate detail. This role also executes assigned operational tasks and contributes to maintaining a high level of service quality and user satisfaction.

Responsibilities and Duties:

• Issue Resolution - Field technical incidents and requests, and prioritize, schedule, and escalate problems, when applicable, to the appropriate level technician to resolve the issue in a timely fashion. Use diagnostic utility tools to aid in troubleshooting issues. Perform remote troubleshooting through diagnostic techniques and pertinent questions. Create self-help knowledge articles that help end users fix problems.  All fixes are tested to ensure the issue is resolved, along with signoff from the requester. The issues are documented in work instructions to efficiently support recurring or similar issues.
• Deskside Support - Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications to ensure end users have the software and hardware support needed to optimize their tasks.
• Vulnerability Remediation – Working with the cybersecurity team and automated tools, assists in the remediation of identified desktop vulnerabilities to ensure security compliance.
• Equipment Maintenance - Identify and learn approved software and hardware used by the organization to support end users. Perform preventive maintenance, including checking and cleaning workstations, printers, and peripherals, to ensure Entrega has well-maintained equipment for end users.
• Help Desk Documentation - Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution, and evaluate current operational processes and recommend improvements to streamline the process.
• Employee Onboarding and Offboarding – Supports the employee onboarding and offboarding experience, including creating and deactivating user IDs, deploying and retrieving laptops, and conducting technology and security onboarding.
• Additional Responsibilities - Perform other tasks and duties as required to support and contribute to the overall success of the organization.

Qualifications:

• Ability to work independently as well as in a team environment.
• Capable of managing multiple tasks and projects simultaneously.
• Comfortable working under pressure or strict deadlines.
• Demonstrated ability to solve problems and formulate recommendations.
• Excellent communication skills.
• Exceptional attention to detail.
• Outstanding writing and analytical-thinking skills.
• Ability to clearly document work procedures.
• Passion for learning and personal growth, specifically when it comes to technology.
• Possess organizational and prioritization skills.
• Self-starter with a high degree of integrity and professionalism.
• Willingness to work full-time onsite at Entrega’s Michigan office.

Education and Experience:

• 2+ years of deskside and laptop support, as well as IT hardware troubleshooting experience required.
• Associate’s degree in Computer Science or a related technical field preferred.
• High level of proficiency with Windows 11.
• Experience with Microsoft Active Directory, Azure Active Directory, and Microsoft Entra ID.
• Mac OS proficiency.
• Unix/Ubuntu familiarity.
• Familiarity with Cisco and Meraki Firewalls a plus.
• Certifications preferred (Microsoft, ITIL Foundations).
• High level of proficiency with the Microsoft Office suite.
• Excellent customer service and communication skills.
• Professional, helpful demeanor and attitude.

Compensation & Benefits 
This role offers a competitive base salary aligned to experience and scope. Where applicable, employees may be eligible to participate in performance-based incentive programs aligned to organizational and individual results. 

We offer a comprehensive benefits package including medical, dental, and vision coverage, 401(k), paid time off, and additional benefits designed to support our employees’ well-being. 

Equal Employment Opportunity 
Entrega is an Equal Opportunity Employer. Entrega does not discriminate in employment opportunities or practices because of race, any trait historically associated with race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, marital status, veteran status, height, weight, disability, genetic information or any other characteristic protected under state or federal law.