Technology Support Representative III

Domino's•Ann Arbor, MI

5h•Onsite

About The Position

Domino’s Pizza, which began in 1960 as a single store location in Ypsilanti, MI, has had a lot to celebrate lately: we’re a reshaped, reenergized brand of honesty, transparency and accountability – not to mention, great food! In the rise to becoming a true technology leader, the brand is now consistently one of the top five companies in online transactions and 65% of our sales in the U.S. are taken through digital channels. The brand continues to ‘deliver the dream’ to local business owners, 90% of which started as delivery drivers and pizza makers in our stores. If this sounds like a brand you’d like to be a part of, consider joining our team! The Technology Support Representative III provides second-tier support to end users on a variety of issues. This role involves identifying, researching, and resolving technical problems, responding to telephone calls, email, and personnel requests for technical support. The representative will document, track, and monitor problems to ensure timely resolution. This position is for a technical support professional with proven customer service and issue resolution capabilities, focusing on communication, service, troubleshooting hardware/software/connectivity, and process execution with underlying technologies from Microsoft, Apple, HP, Dell, Canon, and others. The Team Member will work as part of a team responsible for the Service Desk within the Operations organizational matrix.

Requirements

Technical support professional with proven customer service and issue resolution capabilities.
Key skillsets include communication, service focus, troubleshooting hardware/software/connectivity, and process execution with underlying technologies from Microsoft, Apple, HP, Dell, Canon, and others.
Experienced support for MacOS and JAMF.
Experience using ITSM Ticketing tools (e.g. ServiceNow or similar ticketing systems to manage and track incidents).
Basic knowledge of ITIL, Service Desk metrics/SLAs, and mobile device support.
Work an 8-hour shift daily (7am-4pm or 8am-5pm).
Experience with Five9.
2+ years enterprise desktop system support experience.
Bachelor’s Degree in related field or equivalent experience.
Excellent customer service and communication skills.
Strong logical troubleshooting skills.
Ability to consistently follow standard procedures.
Familiarity with basic networking concepts.

Nice To Haves

MAC OS a plus
Entry-level technical certification preferred (A+, MCITP, Network+)

Responsibilities

Provides second -tier support to end users on a variety of issues.
Identifies, researches, and resolves technical problems.
Responds to telephone calls, email, and personnel requests for technical support.
Documents, tracks, and monitors the problem to ensure a timely resolution.
Actively listens to our internal and external customers to understand their issues or concerns.
Document with detail and track customer issues using the ServiceNow ticketing system to ensure quick resolution.
Participate in developing Service Desk technology and infrastructure projects.
Maintain up-to-date knowledge of company products and services.
Take control of personal and team ticket queues.
Provides phone and in-person support to users in the areas of e-mail, directories, standard Serves as the initial point of contact for troubleshooting hardware/software PC and computer peripheral problems.
Provide friendly customer support and interface daily.
Periodically review/update processes and procedures for all infrastructure, systems, and services.
Image laptops and desktop computers with SCCM.
Follow-up with end users to provide status updates meeting expected service level targets.
Be responsive, reliable, and able to prioritize tasks efficiently.
Develop the skills to become an instructor for internal team training.
Collaborate with Tier 1 Support and other relevant teams to ensure seamless support continuity.
Provide single point of contact (SPOC) for enterprise Service Desk via phone and email.
Provide deskside assistance (actual and virtual) as needed.
Provide Level 1 & 2 operational support for the following services/platforms: Windows/MAC OS, HP/DELL/Mac desktops and laptops, Productivity applications: Office365 Suite, Duo Mobile, etc., Mobility Services: iPhone/iPad, Wi-Fi, etc..., Printing Services: Canon MFPs, Voice Services: ShoreTel VOIP, Security services: Proxy, VPN, BitLocker, CompuTrace, NetSkope.
Manage Windows desktop environment using Microsoft Deployment, AD group policy, and SCCM.
Manage vendor services to ensure delivery of services accurately and on time.
Help Manage, receive, and maintain Assets coming in and going out of the Org.
Provide accurate documentation, tracking, and escalation via ticketing system.
Perform end user training for applications, systems, and processes.
Perform liaison duties with customer base to identify common issues and drive business alignment.
Provide continuous improvement via problem management for common desktop/customer issues.
Maintain accurate documentation for all desktops, applications, and customer systems.