Desktop Support Technician

The Desktop Support Technician assists staff with technical support of Microsoft Windows desktop/laptop computers, servers, network, storage, applications, pick-to-light, zebra printers, high-speed scanners, RF Guns, server room/data center support and related technology. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems. The Distribution Center Technician collaborates with the other Distribution Center Technicians and confers with the Distribution Center Lead Technician and other support teams for more complex issues

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 issue resolution 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.
• Provides timely and efficient follow-up of issues with computer system users by providing status updates and resolution information of escalations to management.
• Participates in collection of metrics, analysis, and reporting on a regular basis in support of the Distribution Center Lead Technician and department goals.
• Other duties as assigned

• High School Degree

Minimum Special Certifications or technical skills

• Proficiency in Windows XP, Windows 7 hardware/software/peripherals
• Proficiency in Microsoft Office Suite
• Basic clerical skills including typing

Minimum Type of experience the job requires

• Three (3) years of previous experience in a distribution center and office environment with demonstration of the requisites and superior delivery of services
• Distribution center business operations and server rooms/data centers

Other

• Must be open/able to work all shifts, including evenings, weekends and some holidays

Preferred Education

• Some college is preferred
• Computer Science, Business or related field of study (if applicable)

Preferred Special Certifications or technical skills

• ITIL V3 Foundations and other Certifications

Physical Requirements

• Ability to climb ladders
• Lift up to 40 lbs.
• Work sitting at a desk up to 50% of the time

Michaels offers a range of benefits to support team members and their families. Depending on position and eligibility, team members may have access to a 401(k) with employer match, an Employee Assistance Program, medical, dental, and vision coverage, telemedicine services, flexible spending accounts, commuter benefits, tuition assistance, adoption assistance, and various voluntary insurance options. All team members enjoy everyday perks such as employee discounts and access to partner discount programs. For a summary of benefits, visit the Michaels Benefits at a Glance page. For additional information regarding benefits, visit MIKBenefits.com

Michaels is an Equal Opportunity Employer. We are here for all Team Members and all customers to create, innovate and be better together.

At The Michaels Companies Inc., our purpose is to fuel the joy of creativity and celebration. As the leading destination for creating and celebrating in North America, we operate over 1,300 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. Founded in 1973 and headquartered in Irving, Texas, Michaels is the best place for all things creative. For more information, please visit www.michaels.com.