Sr. Helpdesk Technician

Stefanini North America and APAC; Troy (MI); Hybrid; USD 45,000 - 65,000; Full time

Job summary

Stefanini North America and APAC in Michigan is seeking a helpdesk professional to provide end-user support via phone, email or web. This role emphasizes on-site training and hybrid work, with three days per week on client site in Troy, MI.

You will assist leadership with projects, distribute workloads, and perform off-phone tasks to help sustain operations. Candidates should have at least two years of college or a diploma/certificate, strong English communication, solid customer service, and

Qualifications

• Minimum of two years in college or a Diploma/Certificate program completed.
• Excellent English communication and customer service skills.
• Familiar with PC hardware/software troubleshooting and standard procedures.

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 in the queue and monitor ageing tickets.
• Process P1/P2 tickets requiring immediate assistance.

Skills

English communication

Customer service skills

Troubleshooting (PC hardware/software)

Outlook / software application support

Ticketing system familiarity

BPO / Technical Support experience (a+

Shift flexibility

Education

Two years of college completed or Diploma/Certificate

Tools

Ticketing system

Outlook

Job description

Job Description

• This position is open to someone located in the Metro Detroit Area who is able 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

Details:

Job Description

• This position is open to someone located in the Metro Detroit Area who is able 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

Details:

• 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.