Desktop Support Technician

Michaels; Irving (TX); On-site; USD 52,000 - 66,000; Full time

Job summary

The Michaels Companies, Inc. in Irving, TX, is seeking a Desktop Support Technician to assist staff with Windows desktops, servers, printers, scanners, and related technology. You will diagnose and resolve non-recurring issues and coordinate with IT and Distribution Center teams.

Candidates should have a High School degree, hands-on experience with Windows XP/7, and proficiency in Microsoft Office. Some college or ITIL knowledge is preferred; strong communication and documentation skills are

Qualifications

• High School degree required.
• Three years in a distribution center/office environment preferred.
• ITIL V3 Foundations or equivalent certifications are a plus.

Responsibilities

• Setup, maintain and troubleshoot equipment at the distribution center.
• Document issue resolution using ServiceNow ticketing system.
• Provide status updates and resolution information to users and management.
• Collaborate with IT and Distribution Center teams for escalations.

Skills

Windows XP/7 hardware/software/periph

Typing

Education

High School Degree

Some college coursework

ITIL V3 Foundations

Tools

Microsoft Office Suite

Job description

Support Center - IrvingThe Desktop Support Technician assists staff with technical support of Microsoft Windows desktop/laptop computers, servers, network, storage, applications, pick-to-light, zebra printers, high-speed scanners, RF Guns, server room/data center support and related technology. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems. The Distribution Center Technician collaborates with the other Distribution Center Technicians and confers with the Distribution Center Lead Technician and other support teams for more complex issues

Major Activities

• Setup, maintain and troubleshoot supported equipment at the distribution center.
• Installation and testing of computer systems and peripherals within established standards and guidelines.
• Document issue resolution using the ServiceNow (Knowledge Zone) ticketing system.
• Maintain excellent communication and relationships with all end users and other members of the Distribution Center and IT department.
• Work with outside vendors as needed.
• Serves as primary distribution center contact for IT services.
• Provides timely and efficient follow-up of issues with computer system users by providing status updates and resolution information of escalations to management.
• Participates in collection of metrics, analysis, and reporting on a regular basis in support of the Distribution Center Lead Technician and department goals.
• Other duties as assigned
  

Minimum Education

• High School Degree

Minimum Special Certifications or technical skills

• Proficiency in Windows XP, Windows 7 hardware/software/peripherals
• Proficiency in Microsoft Office Suite
• Basic clerical skills including typing

Minimum Type of experience the job requires

• Three (3) years of previous experience in a distribution center and office environment with demonstration of the requisites and superior delivery of services
• Distribution center business operations and server rooms/data centers

Other

• Must be open/able to work all shifts, including evenings, weekends and some holidays

Preferred Education

• Some college is preferred
• Computer Science, Business or related field of study (if applicable)

Preferred Special Certifications or technical skills

• ITIL V3 Foundations and other Certifications

Physical Requirements

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

Applicants in the U.S. must satisfy federal, state, and local legal requirements of the job.

At The Michaels Companies Inc., our purpose is to fuel the joy of creativity and celebration. As the leading destination for creating and celebrating in North America, we operate over 1,300 stores in 49 states and Canada and online at Michaels.comandMichaels.ca. The Michaels Companies, Inc. also owns Artistree, a manufacturer of custom and specialty framing merchandise. Founded in 1973 and headquartered in Irving, Texas, Michaels is the best place for all things creative. For more information, please visitwww.michaels.com.

Michaels is an Equal Opportunity Employer. We are here for all Team Members and all customers to create, innovate and be better together.

Michaels is committed to the full inclusion of all qualified individuals. In keeping with this commitment, Michaels will assure that people with disabilities are provided reasonable accommodations. Accordingly, if a reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the job, and/or to receive all other benefits and privileges of employment, please contact Customer Care at 1-800-642-4235 (1800-MICHAEL).

EEOC Know Your Rights Poster in English

EEOC Know Your Rights Poster in Spanish

EEOC Poster Optimized for Screen Readers

Federal FMLA Poster

Federal EPPAC Poster