Help Desk Support Technician

ABOUT THE [HELP DESK SUPPORT TECHICIAN]

WHO WE ARE

Our vibrant team strives to unite partners to drive regional tourism and economic impact by connecting the world to our diverse communities, rich history, and spirit of innovation. Integrity, empowerment, transparency, community, passion, and empathy guide our workplace culture. With a firm commitment to diversity, equity, inclusion, and belonging we strive to create an environment where voices are valued and respected. If this resonates with you, consider the role below:

WHAT WE OFFER:

• Competitive Compensation
• Life, Medical, Vision, and Dental Insurance
• 11 Paid Company Holidays Per Year, plus 1 Floating Holiday
• PTO Referral Bonus
• 17 PTO Days Per Year, Based on Full Months Projected to Work in The Calendar Year
• 401(K) With 4% Match
• Paid Parking, with 24/7 Access

JOB HIGHLIGHTS

POSITION PURPOSE:

• To provide end user support, technical assistance, and advice by troubleshooting and diagnosing problems and providing technical support for hardware, software, security, and other IT systems. Serve as a liaison between staff and the IT department to resolve issues.

LOCATION & SCHEDULE:

• Full time, Non-Exempt
• This position currently involves a hybrid working model with 1 days remote, and 4 days in-office in Detroit, MI.

WHAT WE REQUIRE:

• Valid, unrestricted Michigan driver’s license.
• Two-year college education or equivalent combination of training and experience.
• 1 Year of Experience in related field
• Knowledge of general help desk issues, including providing end-user network support.
• Knowledge and experience in customer service practices.

PREFERRED:

• Valid Microsoft Certification.
• Bachelor’s degree in computer science or business management.

HOW YOU’LL CONTRIBUTE:

• Support – In person, via telephone, and electronically provide technical support and guidance to end users relative to network connections, installations, printing, and Internet connectivity. Set up new employees providing user ID, access rights, cellphone setup, computer orientation and software application training. Provide application support for Microsoft Office, SharePoint, Adobe Acrobat, DocuSign, and others. Escalate advanced system issues to a managed services provider. Prepare activity reports and document resolutions for future reference.
• Training – Provide one on one and quarterly group training sessions for end users as needed based on new technologies/software and demand.
• Maintenance - Maintain the security system, including access cards and surveillance cameras. Maintain telephone and voicemail system. Set up and change telephone extensions as needed. Manage IT equipment inventory by coordinating assignment and tracking of Visit Detroit equipment to include computers, printers, presentation equipment, and all other equipment falling under the responsibility of the IT department.
• Advancing Technology – Stay abreast as technology advances, looking for ways to incorporate new developments into an organization’s processes and operating procedures. Willing to seek and learn new technological skills for personal growth as it fits the organization.
• Other – Assist in the rollout of new user equipment based on equipment lifecycle. Responsible for set-up and maintenance of equipment for meetings and other assigned duties.
• Committed to partnering with Visit Detroit in embedding diversity, equity, and inclusion into company culture and operations, and actively contributing to creating a welcoming and inclusive environment for all employees and stakeholders.

OTHER CONTRIBUTIONS:

• Provide A/V and presentation support as needed.
• Provide cross-functional department support as needed to meet peak demands.
• Work one-on-one with staff on application projects.
• Other duties as assigned.

REQUIRED KNOWLEDGE, SKILLS, AND COMPETENCIES:

• Excellent communication skills including the ability to clearly express thoughts, ideas, and concepts, verbally and in writing, in the English language.
• Skilled in organizing, prioritizing, and analyzing multiple assignments simultaneously.
• Ability to think and manage creatively in a fast-paced work environment.
• Ability to develop and maintain effective working relationships with supervisors, peers, colleagues, and external stakeholders.
• Maintains a positive and professional work attitude, appearance, and behavior even in the most demanding situation.
• Ability to work effectively in both remote and in-person work environment; proficient using video conferencing software and other remote work tools.
• Proficient in using personal computer software and applications including Microsoft Word, Excel, Outlook, and PowerPoint.
• Available weekends and outside of normal work hours for assignments and travel, as needed.
• Knowledge of software application installation and configuration for workstations.
• Ability to work well in a team environment.
• Customer service oriented, knowledge of and experience in customer service practices.
• Strong learning and research skills
• Problem analysis and solving skills.
• Adaptability.
• Stress tolerance.
• Sound knowledge of fundamental operations of relevant software, hardware, and other equipment
• Proficient in communicating technical concepts to individuals with limited computer knowledge in a clear and understandable manner.

PHYSICAL DEMANDS AND WORKING CONDITIONS:

• Office work involves extended periods of sitting or working at a desk, utilizing repetitive typing motions on a computer or laptop, and reading text on a video display monitor.
• Ability to perform extensive standing and/or walking for work-related assignments and events.
• Ability to lift push, and or carry up to 25lbs. occasionally.

Visit Detroit is an Equal Opportunity Employer:

We respect and seek individuals of a diverse background and do not discriminate in employment based on race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.

Please ensure to regularly check your email spam folder for any communication from Visit Detroit to avoid missing important updates regarding your application status.

The above is intended to describe the general content of and requirements for the performance of this position. It is not to be construed as an exhaustive statement of duties, responsibilities or requirements and does not imply a contract. I understand that my employment is at-will and that either you or I can terminate my employment at any time, for any reason. No oral or written contractual commitments have been made concerning my employment.