Desktop Support Specialist
3 weeks ago
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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