Desktop Support Technician

Support Center - IrvingThe 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 Minimum Education 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 Applicants in the U.S. must satisfy federal, state, and local legal requirements of the job. 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.comandMichaels.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 Michaels is an Equal Opportunity Employer. We are here for all Team Members and all customers 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). EEOC Know Your Rights Poster in English EEOC Know Your Rights Poster in Spanish EEOC Poster Optimized for Screen Readers Federal FMLA Poster Federal EPPAC Poster #J-18808-Ljbffr