IT Service Management Specialist

Job requires 4 days onsite at our Marlette, Michigan location.

• Provide first-level Service Desk support, including incident management, service request handling, and user communications.
• Deliver second-level support by acting as remote eyes and hands for end-user devices, infrastructure, and applications.
• Escalate and coordinate third level support activities with manufacturers and external service providers.
• Execute and support IT and cross functional business projects, ensuring timely delivery and adherence to requirements.
• Monitor Service Desk performance and reporting metrics to ensure service levels and KPIs are consistently met.
• Document troubleshooting steps, root causes, and resolutions in accordance with IT standards.
• Manage quotations and purchase order requisitions in alignment with procurement processes.
• Provide technical support both onsite and remotely to ensure business continuity.
• Diagnosing and resolving hardware, software, and network-related issues.
• Collaborate with vendors and third-party partners to resolve escalated technical problems.
• Conduct IT onboarding, user training, and ongoing guidance to empower employees.
• Ensure data security, compliance with Oetiker IT policies, and adherence to organizational standards.
• Utilize Microsoft administration tools (e.g., Intune, Azure AD, M365 Admin Center) to support and manage users.
• Maintain accurate asset inventory and perform regular system maintenance to ensure operational reliability.

• Bachelor's degree in computer science or related field
• Excellent documentation, communication, and organizational abilities.
• Strong analytical, creative-thinking, and problem-solving skills.
• Proven ability to work independently and remain effective under pressure.
• Outstanding customer service orientation with a focus on user experience.
• High technical proficiency in Microsoft environments, ESX, Hypervisor, and related technologies.
• Collaborative, team oriented mindset with the ability to work effectively across functions.

 

At Oetiker, we don’t just sell parts — we engineer confidence. With decades of experience and a reputation for quality, we serve global markets in automotive, industrial, and medical sectors. Our Marlette facility plays a key role in delivering both exceptional products and customer support.

We offer:

• A leadership role with global visibility and local impact
• Hands-on training with innovative tools and systems
• A collaborative, stable, and technically driven work environment
• Competitive compensation and full benefits package
• Opportunities for professional growth in a global organization

 

All your information will be kept confidential according to EEO guidelines.