Technology Support Representative III

Domino's Corporate•Ann Arbor, MI

21h•Onsite

About The Position

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. This role is part of a team responsible for the Service Desk within the Operations organizational matrix. The Technology Support Representative III actively listens to internal and external customers to understand their issues or concerns, documents and tracks customer issues using the ServiceNow ticketing system for quick resolution, and participates in developing Service Desk technology and infrastructure projects. They maintain up-to-date knowledge of company products and services, take control of personal and team ticket queues, and provide phone and in-person support to users in areas of email, directories, and standard hardware/software PC and computer peripheral problems. The role also involves providing friendly customer support, periodically reviewing/updating processes and procedures, imaging laptops and desktop computers with SCCM, following up with end users to provide status updates meeting expected service level targets, and being responsive, reliable, and able to prioritize tasks efficiently. There is an opportunity to develop skills to become an instructor for internal team training.

Requirements

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

Entry-level technical certification preferred (A+, MCITP, Network+).

Responsibilities

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.
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)
Collaborate with Tier 1 Support and other relevant teams to ensure seamless support continuity.
Experience with Five9 Customer Service Delivery – End User Support
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 (MAC OS a plus). 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.