Sr. Helpdesk Technician

Stefanini North America and APAC; Troy (MI); Hybrid; USD 42,000 - 62,000; Full time

Job summary

Stefanini North America and APAC is seeking a Tech Support Analyst for a hybrid role in the Detroit area. Training is on-site in Troy, MI for 2–3 weeks with ongoing on-site days.

You will provide end-user support via phone, email, or web submits and resolve issues per standard procedures. Strong English and customer service skills are required.

Qualifications

• Minimum two years of college completed or a diploma/certificate.
• At least 2 years of technical support experience.
• Excellent oral and written English communication.
• Strong customer service skills and responsiveness.
• Familiarity with PC hardware/software troubleshooting.

Responsibilities

• Provide professional end-user support via telephone, email or web submits.
• Provide restorative or maintenance actions to resolve end-user problems.
• Respond to end-user problems based on standard procedures.
• Track incidents and calls, entering data into the database timely and accurately.
• Ticket Dispatcher—distribute tickets and monitor ageing items.
• Process P1/P2 tickets needing immediate assistance.

Skills

Customer service

English communication

Technical support

PC hardware/software troubleshooting

Call handling

Ticketing system familiarity

Education

Two-year college or diploma/certificate

Tools

Outlook

Job description

Details

• This position is open to someone located in the Metro Detroit Area who is able to work in a hybrid capacity. This employee will be expected to spend 3 days per week on the client site. Monday-Weds or Tues-Thurs. Training will be 2 to 3 weeks all on site in Troy, MI. (also where the ongoing office days will be.) This is a great opportunity for a seasoned helpdesk or field service agent to move into a role with more responsibility. Much of your work will be off phone, and aiding leadership with projects, distributing workloads and completing off phone work such as tasks or web submits.***
• Provide professional end-user support via telephone, email or web submits.
• Provide restorative or maintenance actions to resolve end-user problems.
• Responds to end-user problems based on standard procedures.
• Track incidents and calls, including but not limited to, entering data into the database timely and accurately.
• Ticket Dispatcher - Responsible in distributing tickets in the queue and checking ageing tickets.
• Process P1/P2 tickets - Issue that needs immediate assistance

Job Requirements

• Minimum of completed two (2) years in college or has finished a Diploma/Certificate course.
• Must have at least 2 years Technical Support experience
• Excellent in oral and written English communication.
• Excellent customer service skills.
• Must consistently meet or exceed the required performance criteria.
• Able and willing to make several calls a day when necessary.
• Familiarity and good working knowledge in PC hardware and software troubleshooting.
• Prior Software Application support (e.g. Outlook, etc.) experience is a plus.
• Prior BPO experience in Technical Support is a plus.
• Familiarity with ticketing system, a strong advantage.
• Shift flexibility and schedule adherence are required for the position.