Sr. Helpdesk Technician

Stefanini • Southfield, MI

257d

About The Position

The Sr. Helpdesk Technician position is a full-time role based in Southfield, MI, aimed at providing technical support in a professional manner through various channels such as phone, email, and chat. The role involves working in a higher education call center environment, documenting technical issues in an ITSM tool, and ensuring customer satisfaction with the solutions provided. Responsibilities include onboarding and offboarding activities, assisting users with troubleshooting, creating problem tickets, and conducting quality assurance reviews of tickets.

Requirements

• Must be a current agent on the AccelerEd project.
• Bachelor's degree or vocational training in IT-related courses is a plus.
• Minimum of completed two (2) years in college or has finished a Diploma/Certificate course.
• Excellent oral and written English communication skills.
• Work experience in Higher Education is strongly desired.
• Requires excellent customer service skills in a call center environment, requiring patience and empathy.
• Must consistently meet or exceed required performance criteria.
• Able and willing to take several calls/chats a day when necessary.
• Browser support/troubleshooting experience required.
• Experience with Active Directory/Azure, Microsoft Office/O365, and NexThink.
• Solid foundation of Personal Computer experience.
• General troubleshooting capability and able to interpret and diagnose technical issues.
• Ability to work in a team environment and independently as needed.
• Proven ability to remain flexible in a changing environment.
• Attendance and schedule adherence are requirements of this position.
• May require additional project-specific training.
• Applies job skills, policies, and procedures to complete substantive assignments/projects/tasks of moderate scope and complexity.
• Fast typing speed.
• Detail-oriented, strong communicator, analytical problem-solving skills.
• Exercises judgment within defined guidelines and practices to determine appropriate action.
• Focus on continual service improvement.
• Familiarity with ticketing system is a strong advantage.
• Must be willing to work in different shifts.

Responsibilities

• Provide technical support in a consistent, professional manner via multiple support channels, e.g. phone, email, chat.
• Work in a higher education call center environment.
• Document technical questions, issues, and outages in ITSM tool and escalate to higher tier support teams as required.
• Ensure excellent customer service and confirm customers are satisfied with the provided solution.
• Perform onboard and offboard activities for customer employees and non-employees, including account creation, separation, and software installation tasks.
• Assist users with browser troubleshooting, account access, hardware/software support.
• Create Problem tickets for outages, email follow-ups/monitoring through outage closure.
• Review tickets for higher tier escalations.
• Assist with New hire training.
• Monitor and coordinate queue management and ticket assignments.
• Conduct quality assurance reviews of tickets as needed.
• Perform other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree