Desktop Support Specialist

3 weeks ago


Irving, Texas, United States Michaels Stores Full time

At Michaels Stores, we are seeking a skilled Desktop Support Specialist to join our team. As a Desktop Support Specialist, you will be responsible for providing technical assistance to our team members, ensuring that our hardware and software systems are running smoothly and efficiently.

Key Responsibilities:

  • Address user tickets regarding hardware, software, and networking
  • Document issue resolution using the ServiceNow (Knowledge Zone) ticketing system
  • Walk customers through installing applications and computer peripherals
  • Ask targeted questions to diagnose problems
  • Guide users with simple, step-by-step instructions
  • Conduct remote troubleshooting
  • Test alternative pathways until you resolve an issue
  • Customize desktop applications to meet user needs
  • Direct unresolved issues to the next level of support personnel
  • Follow up with clients to ensure their systems are functional
  • Report customer feedback and potential product requests
  • Help create technical documentation and manuals as needed

Requirements:

  • High School Degree
  • Some college is preferred
  • Computer Science, Business, or related field of study

Preferred Qualifications:

  • Proven work experience as a Desktop Support Engineer, Technical Support Engineer, or similar role
  • Hands-on experience with Windows/Linux/Mac OS environments
  • Working knowledge of office automation products and computer peripherals, like printers and scanners
  • Knowledge of network security practices and anti-virus programs
  • Ability to perform remote troubleshooting and provide clear instructions
  • Excellent problem-solving and multitasking skills
  • Customer-oriented attitude

Physical Requirements:

  • Ability to climb ladders
  • Lift up to 40 lbs.
  • Work sitting at a desk up to 50% of the time


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