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Technical Support Consultant

2 months ago

Ann Arbor, Michigan, United States Michigan Vein Care Specialists - Ann Arbor Full time

Technical Support Consultant

Application Process
To assist the hiring team in understanding your qualifications, please submit a cover letter and resume as a single document. In your cover letter, succinctly describe how this position aligns with your professional goals and expertise.

Overview
Michigan Vein Care Specialists is seeking a dedicated Technical Support Consultant to enhance our service desk operations. This role involves providing essential support and ensuring the smooth functioning of daily activities. You will be accountable to the Service Experience Manager.
Alongside a meaningful career, we offer a robust benefits package designed to support your well-being, safeguard your family, and help you plan for a secure future.

Benefits Include:

  • Generous paid time off
  • A retirement plan featuring two-for-one matching contributions with immediate vesting
  • Comprehensive health insurance options
  • Life insurance coverage
  • Long-term disability insurance
  • Flexible spending accounts for healthcare and dependent care expenses
  • Maternity and parental leave policies
  • Vision and dental insurance

Key Responsibilities

Operational Support:

  • Deliver tier 1 technical support for daily operations. Collaborate with team members and other support groups to address incidents and requests via phone, remote access, email, and web-based platforms, ensuring effective service delivery for computing environments and administrative systems.
  • Adhere to established procedures to resolve or escalate incidents related to general computing support, providing technical guidance and instructions on hardware and systems. This may involve researching solutions, identifying workarounds, and prioritizing issues for response.
  • Follow up with clients regarding incidents and requests resolved by higher-tier support teams and vendor resources. Educate clients on utilizing e-learning resources and recommend suitable hardware, software, and technical services. Advise clients on handling sensitive data and inform them of IT security protocols.
  • Participate in after-hours on-call support rotation as needed.

Service Enhancement:

  • Collaborate with team members and higher-tier support teams to identify opportunities for service improvements.
  • Assist in service enhancement initiatives aimed at improving resolution quality by identifying service desk requirements, assessing gaps between these requirements and existing capabilities, and proposing enhancements.
  • Create and maintain comprehensive knowledge base documentation for customer and technical support, ensuring accuracy and thoroughness.

Qualifications

  • Bachelor's degree in computer science, business computing, or a related discipline, or an equivalent combination of education, certification, and experience.
  • At least two years of experience in a similar role requiring confidentiality, customer service, organizational skills, prioritization, and troubleshooting to assist clients with computer and network hardware and software.
  • Proficiency in integrated computing environments and administrative systems support.
  • Familiarity with operating systems (Windows, MacOS) and standard web browsers.
  • Experience utilizing appropriate resources and technical tools for daily support tasks.

Position Title
Technical Support Consultant

Location
Ann Arbor