Technical Support Specialist

Universal Logistics Holdings•Northville, MI

About The Position

Are you looking to join a dynamic team that provides its people with the tools to be successfull and opportunities to grow? Universal Logistics is a leading provider of customized transportation and logistics solutions, offering a comprehensive suite of services including transportation, value-added, intermodal, and specialized services utilized throughout entire supply chains. Universal has immediate career opportunities in your area. Apply today to become part of the Universal team! Hours Full Time; Sunday to Thursday and Weekends as Scheduled (flexible) This position requires a rotating on call schedule Position Description This is a technical support position. Its role is to assist in meeting the technical needs of the organization’s user community and providing subject matter support for Universal’s various systems and applications. A majority of this person’s time will be spent troubleshooting over the phone and/or in person. Scope of Work The IT Support Services Technician is responsible for the day to day customer service support and troubleshooting technical issues for Universal’s user community. This person will contribute to the development of documentation for established processes and procedures that aid in improving the efficiency of meeting users' needs.

Requirements

Organized, thorough, and has great attention to detail
Intermediate-Advanced knowledge of the Microsoft Office Suite
High level of analytical thinking to solve problems with an understanding of technology as well as an ability to ask the right questions and apply solutions to business problems
Effective oral, electronic and written communication with all levels of the organization using top notch customer service.
Does well with minimal "hands on" training and can pickup new skills quickly and can "take the ball and run with it"
Ability to multi-task and can handle frequent interruptions
Can consistently follow protocol and instructions
Can work independently with little management direction
Document process, procedures, and results
Fast and accurate keyboarding skills
Passionate, optimistic, and has internal inspiration to get things done

Nice To Haves

1-2 years in IT or Business Systems

Responsibilities

Diagnose and resolve software and hardware incidents, including operating system issues and a wide range of other software applications.
Assist all users with any IT related incidents when called upon.
Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other teams where necessary.
Accurately document, and update user requests using the IT ticketing system.
Configure and deploy IT equipment.
Resolve issues with. and upgrade different types of software and hardware
To resolve incidents with printers, copiers and scanners
Provide a first class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.
Utilize excellent verbal communication skills to communicate effectively with technical and non-technical coworkers at all levffels in the organization.
To be a highly motivated team player with the skills and ability to manage changing priorities.
To create, maintain and publish relevant support documentation in order to assist all users in the quick resolution of their incidents and service requests and enable users to become more self-sufficient.
Exhibit a flexible approach to working on a rotating basis and provide necessary cover where needed.