Tech Support/ Help Desk Technician

Job Description

Job Description

Job description

The Tech Support / Help Desk Technician is an entry-level position responsible for providing technical support and assistance to customers. The technician serves as a first point of contact, communicates effectively with customers, identifies and troubleshoots technical issues, and guides customers through solutions.

While help desk support is the primary responsibility of this position, the technician also receives training in other areas and provides support to other departments as needed.

Responsibilities include, but are not limited to: Technical Support / Help Desk

• Serve as the first point of contact for customers seeking technical assistance by phone or email.
• Gather and document relevant customer and end-user information, including name, department, contact information, and a description of the issue.
• Perform remote troubleshooting using diagnostic techniques and targeted questions.
• Identify the cause of technical issues and determine the appropriate solution based on the information provided.
• Guide customers through the problem-solving process and explain solutions clearly and patiently.
• Document troubleshooting steps, solutions, and other pertinent information.
• Escalate unresolved issues to the appropriate level of support.
• Follow up on open issues as needed to ensure timely resolution.

Manufacturing

• Provide assistance to the Manufacturing department as requested.
• Learn and apply basic soldering techniques.
• Provide support with other manufacturing tasks as training and business needs require.

Required Qualifications

• Strong interpersonal and customer service skills, with the ability to communicate clearly, listen effectively, and ask appropriate questions.
• Strong troubleshooting, analytical, and problem-solving skills.
• Strong attention to detail and accuracy.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Ability to remain patient and professional when assisting customers with difficult or complex issues.
• Self-motivated and able to work independently.
• Excellent verbal and written communication skills.
• Ability to work effectively as part of a team.
• Willingness and ability to learn new technical skills and support other departments as needed.

Preferred Qualifications

• Automotive industry experience.
• Experience in technical writing, product validation testing, electronics assembly, or sales team support.
• Spanish or Japanese language proficiency.

• This position is located in our Farmington Hills, MI office or our Indianapolis, IN office.  
  • This is not a remote or hybrid position.  
  • No relocation assistant provided.  Priority will be given to local applicants.
• Candidates must be legally authorized to work in the U.S. and not require sponsorship for employment (e.g., H-1B visa) now or in the future.
• Employment eligibility will be verified as part of the hiring process.
• Must pass a background check.

8AM - 5PM