Desktop Support Technician

Michaels Stores•Irving, TX

5d•Onsite

About The Position

The Desktop Support Technician assists staff with technical support of Microsoft Windows desktop/laptop computers, servers, network, storage, applications, pick-to-light, zebra printers, high-speed scanners, RF Guns, server room/data center support and related technology. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems. The Distribution Center Technician collaborates with the other Distribution Center Technicians and confers with the Distribution Center Lead Technician and other support teams for more complex issues.

Requirements

Proficiency in Windows XP, Windows 7 hardware/software/peripherals
Proficiency in Microsoft Office Suite
Basic clerical skills including typing
Three (3) years of previous experience in a distribution center and office environment with demonstration of the requisites and superior delivery of services
Distribution center business operations and server rooms/data centers

Nice To Haves

Some college is preferred
Computer Science, Business or related field of study (if applicable)
ITIL V3 Foundations and other Certifications

Responsibilities

Setup, maintain and troubleshoot supported equipment at the distribution center.
Installation and testing of computer systems and peripherals within established standards and guidelines.
Document issue resolution using the ServiceNow (Knowledge Zone) ticketing system.
Maintain excellent communication and relationships with all end users and other members of the Distribution Center and IT department.
Work with outside vendors as needed.
Serves as primary distribution center contact for IT services.
Provides timely and efficient follow-up of issues with computer system users by providing status updates and resolution information of escalations to management.
Participates in collection of metrics, analysis, and reporting on a regular basis in support of the Distribution Center Lead Technician and department goals.
Other duties as assigned