The Michael's Companies is hiring: Desktop Support Technician (Part-Time) in Was

Desktop Support Technician (Part-Time)

We are looking for a Desktop Support Technician to provide technical assistance to our Michaels Team Members. You will help install, upgrade, and troubleshoot hardware and software systems.

Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems. Desktop Support Technician assists team members with technical support of Microsoft Windows desktop/laptops, Macbooks, Zebra gear, and audio visual equipment at the corporate offices.

If you’re computer-savvy and enjoy supporting end users, we’d like to meet you. To succeed in this role, you should have a problem-solving attitude along with the ability to give clear technical instructions. You should also be familiar with remote troubleshooting techniques.

Ultimately, you will ensure prompt and accurate customer service and increase client satisfaction.

Responsibilities

• Address user tickets regarding hardware, software, and networking
• Document issue resolution using the ServiceNow (Knowledge Zone) ticketing system
• Walk customers through installing applications and computer peripherals
• Ask targeted questions to diagnose problems
• Guide users with simple, step-by-step instructions
• Conduct remote troubleshooting
• Test alternative pathways until you resolve an issue
• Customize desktop applications to meet user needs
• Direct unresolved issues to the next level of support personnel
• Follow up with clients to ensure their systems are functional
• Report customer feedback and potential product requests
• Help create technical documentation and manuals as needed

Minimum Education

• High School Degree
• Some college is preferred
• Computer Science, Business or related field of study

Minimum Type of Experience the Job Requires

• Proven work experience as a Desktop Support Engineer, Technical Support Engineer, or similar role
• Hands-on experience with Windows/Linux/Mac OS environments
• Working knowledge of office automation products and computer peripherals, like printers and scanners
• Knowledge of network security practices and anti-virus programs
• Ability to perform remote troubleshooting and provide clear instructions
• Excellent problem-solving and multitasking skills
• Customer-oriented attitude

Physical Requirements

• Ability to climb ladders
• Lift up to 40 lbs.
• Work sitting at a desk up to 50% of the time

Applicants in the U.S. must satisfy federal, state, and local legal requirements of the job.