The Michaels Organization is a national leader in residential real estate offering full-service capabilities in development, property management, construction, and investment. At Michaels, our teammates strive to fulfill our promise of creating communities that lift lives – ones that jumpstart housing, education, civic engagement, and neighborhood prosperity. With this passion at the forefront of our business, Michaels teammates can be proud to be a part of the extraordinary, every day.
The IT Support Analyst will work to help resolve technology issues, develop technology solutions and work with 3rd party vendors in the resolution of IT issues. The primary role of the IT Support Analyst is problem resolution and customer service. Responds to inquiries and requests for assistance with the organization's systems and computers. Ensures timely technical support assistance for our in-house personnel and external users. Identifies, analyzes, troubleshoots and resolves problems with the aim of eliminating recurrences and reducing calls to the helpdesk. Coordinates with other Information Technology areas to resolve problems if necessary. Will provide support and a central point of contact for standard software and hardware solutions. Expected to perform a wide variety of tasks and be able to perform a high level of multi-tasking.
This in an on-site position with the opportunity for one day remote after a probationary period. The work hours for this position are 10:00 am to 6:00 pm EST.
ResponsibilitiesPosition Duties & Responsibilities:
1. Assists with technical deployment activities to ensure proper technology assets and applications are deployed.
2. Analyzes, detects, identifies and corrects technical problems and deficiencies.
3. Reviews, troubleshoots and resolves complex end-user and system-initiated incidents via the enterprise ticketing system within department defined service level agreements.
4. Installs, configures and repairs computer hardware, software, systems, networks, printers and scanners.
5. Supports hardware problems, computer upgrades, networking setup/diagnoses, software problems, anti-virus upgrades and security.
6. Creates/removes user accounts for new/terminated employees and properties.
7. Sets up workstations, new computer configuring, connecting devices, and updating computer hardware.
8. Repairs minor problems in hardware, software, or equipment.
9. Supports multiple platforms including desktops, laptops, mobile devices and videoconferencing equipment.
10. Assists with emerging opportunity projects and planning initiatives as needed.
11. Teaches or trains team members how to troubleshoot Microsoft Office applications, G Suite collaboration tools, and MS/Mac operating systems.
QualificationsRequired Experience:
Minimum 3-5 years IT experience including:
Adequate knowledge of computer hardware components and troubleshooting techniques
Experience with G Suite and Microsoft desktop operating systems and applications
Experience with help desk ticketing systems
Experience with networking concepts
Experience analyzing and resolving hardware, software, and application problems
Computer systems configuration
Required Education/Training:
Bachelor's Degree preferred or working towards a degree
Meraki Network Operator certification a plus
Required Skills and Abilities:
- Maintains awareness of the latest technology and how best to leverage its capabilities for our organization.
- Communicates effectively within the department and with stakeholders regarding operational issues for continuous improvements.
- Maintains active capabilities that support the long term technology and business strategies around the customer experience.
- Multi-tasking is key – May be expected to answer phones, update spreadsheets, remotely assist users and more all at the same time.
- Ability to promote excellent customer service, effective response times and provide effective resolutions to all helpdesk requests.
- A friendly disposition, team player, and good customer service.
- Excellent written and verbal communications skills with technical and non-technical teams.
- A strong willingness to learn and take on new challenges.
- Excellent organization and time management skills.
- Good problem-solving skills.
- Ability in dealing sometimes with difficult interpersonal situations regarding technical support issues.
- Knowledge of installation, maintenance, troubleshooting and repair of a variety of end user and network computer operating systems.
- Knowledge of principles and processes for providing customer services. This includes customer needs assessment, meeting quality standards for services and providing an exceptional end-user experience.
- Proficient in prioritizing and assigning different helpdesk issues to other support staff members.
Working Conditions:
The employee is in a typical office environment with adequate light and moderate noise levels. No hazardous or significantly unpleasant conditions or fumes. It is an air-conditioned building with tile, concrete and carpeted floors with adequate workstations. Some areas of the building have closer cubicles than others. No day is the same - frequent walking around the building and/or sitting throughout the day is required depending on the workload. There may be moderately heavy lifting and pushing around the office. May be asked sometimes to come in early or possibly stay late/work on weekends.
While performing the duties of this job, the employee is regularly required to talk or hear and is frequently required to stand, walk, sit, and use hands to handle files, computers, and phones. May need to reach with hands and arms; stoop, and kneel. Frequent and regular repetitive movements required using the wrists, hands, and/or fingers. The employee will occasionally lift and/or move up to 50 pounds. Specific vision abilities include close vision, distance vision, color vision, and the ability to adjust focus.
Salary Range Information:
The range displayed on each job posting reflects the targeted base salary for the position. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.
Rewards & Benefits:
We know Michaels’ promise of lifting lives starts with our teammates, so making sure every single teammate is happy, healthy, and set up for a successful future is important to us. As part of our team, you will enjoy a competitive wage, a comprehensive benefit package which includes Medical, Dental, Vision, prescription, etc., generous paid time off, a 401 (k) plan with a company match, and so much more. We believe in education – and in taking care of our own – so as an added incentive your children will be able to apply for the Michaels Employee Scholarship Program.
Michaels teammates make a difference in the lives of residents, colleagues, and the communities where we live and work every day. To learn more about the total rewards we offer please visit our website.
Come join our team. You’re going to love it here!
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