Position Description
This is a technical support position. Its role is to assist in meeting the technical needs of the organization’s user community and providing subject matter support for Universal’s various systems and applications. A majority of this person’s time will be spent troubleshooting over the phone and/or in person. This position is 45 hours per week and fully onsite in Warren, MI.
Scope of Work
The IT Support Services Technician is responsible for the day to day customer service support and troubleshooting technical issues for Universal’s user community. This person will contribute to the development of documentation for established processes and procedures that aid in improving the efficiency of meeting users' needs.
Responsibilities
- Diagnose and resolve software and hardware incidents, including operating system issues and a wide range of other software applications.
- Assist all users with any IT related incidents when called upon.
- Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other teams where necessary.
- Accurately document, and update user requests using the IT ticketing system.
- Configure and deploy IT equipment.
- Resolve issues with. and upgrade different types of software and hardware
- To resolve incidents with printers, copiers and scanners
- Provide a first class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.
- Utilize excellent verbal communication skills to communicate effectively with technical and non-technical coworkers at all levels in the organization.
- To be a highly motivated team player with the skills and ability to manage changing priorities.
- To create, maintain and publish relevant support documentation in order to assist all users in the quick resolution of their incidents and service requests and enable users to become more self-sufficient.
- Exhibit a flexible approach to working on a rotating basis and provide necessary cover where needed.
Behavioral Expectations
- Customer Service - demonstrate the ability to respond with a high degree of urgency to the needs & requests of others, internally and externally.
- Understand the impact of their work on others.
- Understand safety policies and actively promote safe practices in the workplace.
- Maintain constructive relationships and demonstrate respect for everyone contacted.
- Deal constructively with conflict and focus on the situation, issue or behavior and not on the person by diffusing situations before conflicts arise, resolving conflicts directly and actively promoting and gaining cooperation from others.
- Accurately provide and receive information in oral and written communications.
- Consistently provide ideas, opinions, or information in an articulate, professional way.
- Actively listen to others and demonstrate understanding of other points of view.
- Willingness and ability to adjust to changing conditions or priorities.
- Take the initiative to identify and act on problems and lead by example.
- Consistently make decisions that resolve problems.
Qualifications and Skills
- Organized, thorough, and has great attention to detail
- Intermediate-Advanced knowledge of the Microsoft Office Suite
- High level of analytical thinking to solve problems with an understanding of technology as well as an ability to ask the right questions and apply solutions to business problems
- Effective oral, electronic and written communication with all levels of the organization using top notch customer service.
- Does well with minimal "hands on" training and can pickup new skills quickly and can "take the ball and run with it"
- Ability to multi-task and can handle frequent interruptions
- Can consistently follow protocol and instructions
- Can work independently with little management direction
- Document process, procedures, and results
- Fast and accurate keyboarding skills
- Passionate, optimistic, and has internal inspiration to get things done
Preferred Experience
- 1-2 years in IT or Business Systems
This position offers medical, vision, and dental benefits, FSA, 401k, life insurance, paid holidays, paid vacation, and upward mobility within a growing company.
