Sr. Desktop Support Specialist

The Support Center Senior Desktop Support Technician assists staff with technical support of Microsoft Windows desktop/laptop computers, applications, pick-to-light, zebra printers, high-speed scanners, RF Guns, server room/data center support (servers, network, storage, UPS), and related technology. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems. Also monitors and mentors other Technicians. The Support Center Senior Desktop Technician acts as lead over the other support Center Technicians and is typically able to resolve more complex problems and train other technicians.

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 changes, incidents, and resolutions 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.
• Has MAC knowledge
• Can work and troubleshoot in front of executive level users
• Provides timely and efficient follow-up of issues with computer system users by providing status updates and resolution information of escalations to management
• Provides on-the-job coaching/training to Distribution Center Technicians, acting as a functional lead and central point of communication for the Distribution Center Technician team.
• Delivers metrics, analysis, and reports on a regular basis.
• Other duties as assigned

Minimum Education

• High school diploma

Minimum Special Certifications or Technical Skills

• Proficiency in Windows 10 and MAC hardware/software/peripherals
• Proficiency in Microsoft Office Suites
• ITIL V3 Foundations and other Certifications are a plus
• MAC and Jamf Knowledge
• Test, plan and supervise the deployment of new operating system releases, vendor patches, commercial software releases, and public domain software.
• Manage the diagnoses and repair of hardware and contact appropriate service vendors when necessary. Recommend solutions, supervise and check that problems have been corrected and maintain records of work performed.
• Develop and document standardized user processes and procedures and "how to" documentation.
• Proficiency with equipment that will be supported at the distribution center

Minimum Type of Experience the Job Requires

• 2-5 years of previous experience in a distribution center and office environment with a demonstration of the requisites and superior delivery of services
• Basic clerical skills including typing
• Outstanding communication skills with team and clients. Ability to motivate the team to adhere IT best practices and deliver outstanding customer service and satisfaction
• Strong knowledge in Microsoft Office, Patch Management, Anti-Malware, desktop/laptop imaging, anti-virus, and inventory management tools.
• Strong verbal and written communication skills
• The ability to diagnose, troubleshoot, and resolve (and follow up) issues in person and over the phone in a fast-paced, dynamic environment
• Experience leading or supervising a geographically dispersed team.
• Working knowledge of managing tickets, follow-up actions and close issues.

Preferred Education

• College degree in related field or equivalent experience (preferred)

Preferred Special Certifications or Technical Skills

• Prefer certifications (MAC, A+, Net+, etc)

Physical Requirements

• Ability to climb ladders, lift up to 40 lbs

Work Environment

• 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.

To review a comprehensive list of benefits, please visit Michaels Benefits (MIKBenefits.com)

CO, CT, WA and RI only- To review pay ranges for the position you are applying for, please visit Michaels Pay Ranges - CO, CT, WA and RI. (MIKBenefits.com)

For 50 years, Michaels has been the best place for all things creative. We strive to inspire our customers, cultivate confident leaders, and serve our communities by fostering an inclusive environment for everyone to learn, shop, and create. At Michaels, everyone has a seat at our craft table and every Team Member is encouraged to hone their craft with opportunities for personal and professional growth. From our Stores and Distribution Centers to Artistree and our Support Center, our best-in-class team is committed to delivering on our purpose to fuel the joy of creativity. As the leading creative destination in North America, we operate over 1,290 stores in 49 states and Canada and online at Michaels.com and Michaels.ca. The Michaels Companies, Inc. also owns Artistree, a manufacturer of custom and specialty framing merchandise, and MakerPlace by Michaels, a dedicated handmade goods marketplace.

Michaels is an Equal Opportunity Employer. We are here for all Team Members and all Makers 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).

Job Type: Full-time

Pay: $60,000.00 - $70,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Experience level:

• 2 years

Application Question(s):

• What are your salary expectations?
• This role is onsite 5 days a week in our Irving, Tx office. Is this okay for you?

Experience:

• Desktop support: 3 years (Required)
• Active Directory: 2 years (Required)

Ability to Relocate:

• Irving, TX 75063: Relocate before starting work (Required)

Work Location: In person