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GalaxE.Solutions Technical Support Specialist in Detroit, Michigan

h2 class="iCIMS_InfoMsg iCIMS_InfoField_Job"What You Will Do/h2div class="iCIMS_InfoMsg iCIMS_InfoMsg_Job"div class="iCIMS_Expandable_Container"div class="iCIMS_Expandable_Text"ullispan style="font-size: 10.0pt; font-family: Roboto;"Manage assigned support queues for all technology issues /span/lilispan style="font-size: 10.0pt; font-family: Roboto;"Field incoming help requests from end users via both telephone and work orders in a courteous manner/span/lilispan style="font-size: 10.0pt; font-family: Roboto;"Troubleshoot basic Windows and computer hardware-related issues/span/lilispan style="font-size: 10.0pt; font-family: Roboto;"Perform fixes such as upgrading software and implementing file backups/span/lilispan style="font-size: 10.0pt; font-family: Roboto;"Apply diagnostic utilities to aid in troubleshooting/span/lilispan style="font-size: 10.0pt; font-family: Roboto;"Access software updates, drivers, knowledge bases and frequently asked questions resources on the internet to aid in problem resolution/span/lilispan style="font-size: 10.0pt; font-family: Roboto;"Record, track and document the help desk request problem-solving process, including all successful and unsuccessful decisions made and actions taken, through to the final resolution/span/lilispan style="font-size: 10.0pt; font-family: Roboto;"Document all pertinent end user identification information, including name, team, contact information and nature of problem or issue/span/lilispan style="font-size: 10.0pt; font-family: Roboto;"Review, create and update documentation in shared knowledge base/span/lilispan style="font-size: 10.0pt; font-family: Roboto;"Build a rapport and elicit problem details from help desk customers/span/lilispan style="font-size: 10.0pt; font-family: Roboto;"Prioritize and schedule problems and escalate problems when required to the appropriately experienced technician/span/lilispan style="font-size: 10.0pt; font-family: Roboto;"Identify and learn appropriate software and hardware used and supported by the organization/span/lilispan style="font-size: 10.0pt; font-family: Roboto;"Test fixes to ensure the problem has been adequately resolved and perform post-resolution follow-ups to help requests/span/lilispan style="font-size: 10.0pt; font-family: Roboto;"Develop help sheets and knowledge base articles for end users/span/li/ul/div/div/divh2 class="iCIMS_InfoMsg iCIMS_InfoField_Job"Skills and Experience You Will Need/h2div class="iCIMS_InfoMsg iCIMS_InfoMsg_Job"div class="iCIMS_Expandable_Container"div class="iCIMS_Expandable_Text" style="margin: 0px;"span style="font-size: 10.0pt; font-family: Roboto;"Required:/spanullispan style="font-size: 10.0pt; font-family: Roboto;"1 year of experience with desktop operating systems, including Windows and Mac OS X/span/lilispan style="font-size: 10.0pt; font-family: Roboto;"1 year of application support experience/span/lilispan style="font-size: 10.0pt; font-family: Roboto;"1 year of direct customer service experience/span/lilispan style="font-size: 10.0pt; font-family: Roboto;"1 year of support experience, troubleshooting hardware and software problems/span/lilispan style="font-size: 10.0pt; font-family: Roboto;"1 year of professional experience with current Windows OS, Apple OS and hardware, Microsoft Office suite as well as Enterprise email and communication tools/span/lilispan style="font-size: 10.0pt; font-family: Roboto;

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