Technology Support Specialist - Tour of Duty Associate (Military Veteran or Military Spouse)

Rocket Mortgage•Detroit, MI

3d•Onsite

About The Position

As the Technology Support Specialist, you support technology hardware, software, and asset management across the enterprise. You document, track, and monitor technical issues and troubleshoot Windows and MacOS systems for end users. As the go-to technical support resource, you continuously improve processes to elevate both team member and client experiences. The Tour of Duty program is an exclusive 6-month program designed to give recently transitioned military veterans, military spouses, or actively serving National Guard & Reservists the opportunity to gain priceless, hands-on experience at an award-winning company. As the Tour of Duty Associate, you'll learn how it feels to be in the civilian workplace, participate in events around the city you'll be working in and become a valuable member of our team.

Requirements

Must be a recently transitioned military veteran, military spouse, or actively serving National Guard or Reservist
1 year of professional support experience with current version of Windows and/or MacOS and hardware/peripherals
1 year of experience or equivalent supporting enterprise communication suites, such as Microsoft Office365
1 year of experience or equivalent fielding incoming service requests via phone, chat, and email
Demonstrated ability in creating technical documentation
Ability to communicate technical issues to stakeholders with varying degrees of technical knowledge
Ability to plan resolution and execute projects within a specified time frame
Must be able to lift and carry a minimum of 50 pounds
Ability to work in varying conditions, including both indoors and outside year-round
Ability to participate in a weekly on call rotation performing weekend and evening support
Availability to travel for project work and support

Nice To Haves

Knowledge of service management tools such as Service Now, Cherwell, and Jira
Experience using workplace and facilities management tools
Experience using incident, task, and inventory tracking systems
Experience building and maintaining relationships with vendors

Responsibilities

Field service requests via phone, chat and self-service to assist with technical issues or requests
Prioritize technology service desk requests according to policy and procedure
Effectively use multiple data points to inform and drive decision-making
Record, track and document the service desk request process, including all successful and unsuccessful decisions made and the final resolution
Escalate unresolved issues to the proper technical support teams
Provide hands-on desktop support, including software installation and upgrade, hardware setup, file backups, and system configuration
Order, track, and manage inventory for computer hardware and related technology items
Create and maintain documentation in a shared knowledge base
Test fixes to ensure problems have been resolved
Perform post-resolution follow-ups to service requests
Participate in research and testing of new and upcoming technology