Technology Support Representative II

Domino's; Ann Arbor (MI); On-site; USD 45,000 - 60,000; Full time

Benefits offered by this job

401k matching

Paid holidays & vacation

Medical, dental & vision

No-cost mental health support

Fertility benefits

Job summary

The Technology Support Rep II at Domino’s headquarters in Ann Arbor, MI provides Level 1 support for In-Store Operators, diagnosing proprietary software and hardware issues. The role requires thorough documentation and timely follow-up to ensure calls are resolved.

Training for 2-4 weeks, then shifts including days and nights; on-site four days per week. Strong communication and problem-solving skills are essential for success in a fast-paced, tech-driven environment.

Qualifications

• High school diploma required - Bachelor’s degree preferred
• Ability to work nights and weekends is a must
• Help Desk Experience and remote support experience preferred
• Familiarity with basic networking troubleshooting
• Strong detail oriented communication skills
• Typing proficiency and meticulous notes during troubleshooting
• Strong interpersonal and empathetic communication skills
• Problem solving and investigative skills
• Ability to multitask and prioritize tasks
• Persistent team player mentality

Responsibilities

• Provide effective live Level 1 support for Domino’s In-Store Operators
• Remotely diagnose and resolve routine software, hardware and peripheral issues
• Follow up with customers to ensure calls are resolved and closed promptly
• Maintain thorough documentation of reported issues and troubleshooting steps
• Participate in ongoing training as new technology is implemented
• Work on site at Domino’s World Resource Center in Ann Arbor, MI

Skills

Detail oriented

Communication skills

Typing proficiency

Interpersonal skills

Problem solving

Multitasking

Planning & prioritizing

Team player mentality

Networking basics

Night/weekend availability

Education

High school diploma

Bachelor’s degree preferred

Tools

ServiceNow

SQL

Job description

Domino’s Pizza, which began in 1960 as a single store location in Ypsilanti, MI, has had a lot to celebrate lately: we’re a reshaped, reenergized brand of honesty, transparency and accountability – not to mention, great food! In the rise to becoming a true technology leader, the brand is now consistently one of the top five companies in online transactions and 65% of our sales in the U.S. are taken through digital channels. The brand continues to ‘deliver the dream’ to local business owners, 90% of which started as delivery drivers and pizza makers in our stores. That’s just the tip of the iceberg…or as we might say, one “slice” of the pie! If this sounds like a brand you’d like to be a part of, consider joining our team!

Job Description

The Technology Support Rep II will be located at the Domino's headquarters in Ann Arbor, MI, providing effective, live Level 1 support for Domino’s In-Store Operators. The Help Desk Representative remotely diagnoses and resolves routine problems including proprietary software, as well as hardware and peripheral equipment (touch screens, phones, printers, etc.) They follow up with our customers to ensure calls are resolved and closed promptly.

Other aspects of the role include:

• Keeping thorough documentation of reported issues and steps taken in troubleshooting.
• Ongoing training as new technology is implemented throughout the Domino’s brand
• Working in our beautiful World Resource Center in Ann Arbor, Michigan.

The first 2-4 weeks of the role will be training and M-F, 9am-6pm EST. Following training, must be open to working nights and weekends! Typical shifts include: 8am-5pm, 9am-6pm, 10am-7pm,12am-9pm, 3pm-12am, 5pm-2am, 12am-9am

All day shifts will be on site 4 days per week if working Monday-Thursday. If starting at or after 3pm on site is not required.

Qualifications

What you need to have:

• High school diploma required - Bachelor’s degree preferred
• Ability to work nights and weekends is a must!
• Help Desk Experience and remote support experience preferred
• Familiarity with basic networking troubleshooting
• Strong detail oriented, communication skills both written and verbal
• Typing proficiency, ability to keep up to date and thorough notes while actively troubleshooting an issue.
• Strong interpersonal skills, soft skills such as empathy and the ability to speak to folks of widely varying levels of technological skill and knowledge.
• Great problem-solving/investigative skills
• Ability to multitask
• Ability to independently plan, organize and prioritize one’s own activities
• Persistent work ethic with a positive, team player mentality

What makes you stand out:

• Experience using a Ticketing Management applications (ServiceNow)
• 2+ Years of Help Desk Experience
• SQL Experience (Reading and executing existing queries)
• Ability to work on call in a rotation with multiple other technicians

Additional Information

Benefits:

• Paid Holidays and Vacation
• Medical, Dental & Vision benefits that start on the first day of employment
• No-cost mental health support for employee and dependents
• Childcare tuition discounts
• No-cost fitness, nutrition, and wellness programs
• Fertility benefits
• Adoption assistance
• 401k matching contributions
• 15% off the purchase price of stock
• Company bonus