IT Service Delivery Specialist

Cabinetworks Group

Livonia, Michigan
2 days ago

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Skills

1st Level Supportunmatched
Analysis Skillsunmatched
Communication Skillsunmatched
Computer Programmingunmatched
Computer Scienceunmatched
Computer Systemsunmatched
Continuous Improvementunmatched
Corporate Lawunmatched
Corporate Policiesunmatched
Cross-Functionalunmatched
Customer Relationsunmatched
Customer Satisfactionunmatched
Customer Service Toolsunmatched
Customer Support/Serviceunmatched
Documentationunmatched
EEO Regulationsunmatched
English Languageunmatched
Geneticsunmatched
Hardware Installationunmatched
Help Deskunmatched
High School Diplomaunmatched
Identify Issuesunmatched
Information Technology & Information Systemsunmatched
Knowledge Baseunmatched
Medical Conditionsunmatched
Mentoringunmatched
Microsoft Officeunmatched
Microsoft Product Familyunmatched
Microsoft Windows Operating Systemunmatched
Militaryunmatched
Mobile Devicesunmatched
Onboardingunmatched
Presentation/Verbal Skillsunmatched
Printingunmatched
Problem Solving Skillsunmatched
Process Developmentunmatched
Process Improvementunmatched
Resolve Customer Issuesunmatched
Service Deliveryunmatched
Software Installationunmatched
Spanish Languageunmatched
State Laws and Regulationsunmatched
Technical Supportunmatched
Time Managementunmatched
Writing Skillsunmatched

Description

Job Description

Responsible for the first level of IT Helpdesk support at our Livonia Headquarters. First level support consists of resolving simple and intermediate service issues in a timely manner. Issues requiring in-depth problem-solving skills or programming skills will be escalated to the next level of support for resolution. The IT Helpdesk is the single point of contact for internal users and customers seeking technical assistance.

PRINCIPAL FUNCTIONAL RESPONSIBILITIES:

Serves as the first point of contact for users and customers seeking technical assistance.

Analyze, troubleshoot, and resolve user and customer problem tickets in a timely manner.

Escalation of advanced services issues to the next level of support.

Record events and problems and their resolutions in the ticketing system.

Create and maintain documentation in the knowledgebase.

Assist technical services team as required. May include installing hardware and software.

Support member onboarding, offboarding, account setup, and account maintenance.

Focus efforts on continuous improvement looking for ways to streamline processes and to improve customer satisfaction.

ESSENTIAL QUALIFICATIONS AND SKILLS:

High School diploma or GED.

Good understanding of computer systems, mobile devices and other tech products.

Proficient in Microsoft Windows operating systems, Microsoft Office products, Internet, Mobile Device Management and printing.

Proven ability to function with minimal direction in completing the responsibilities of the position.

Demonstrated ability to communicate clearly and effectively in person and over the phone in a professional manner.

Customer-oriented and cool-tempered.

Strong organizational skills with the ability to prioritize and multi-task various and conflicting responsibilities.

Strong troubleshooting skills.

Strong written and verbal communication skills.

Willingness to learn new software and systems.

PREFERRED QUALIFICATIONS AND SKILLS:

Bachelor’s degree, Associate degree or currently enrolled in computer science/engineering discipline or business discipline with applied information technology training.

Proven experience in an Information Systems Help Desk or other Customer Services Support role.

PERKS & OPPORTUNITIES:

Mentorship from experienced client service professionals.

Hands-on training with ticketing systems and customer support tools.

Networking opportunities with cross-functional teams.

Salary range for this role commensurate with experience: $25/hr - $28/hr

Shift

Full or Part Time

Full time

Cabinetworks Group (the “Company”) is an equal opportunity employer and we want to have the best available persons in every job. The Company makes employment decisions only based on merit. It is the Company’s policy to prohibit discrimination in any employment opportunity (including but not limited to recruitment, employment, promotion, salary increases, benefits, termination and all other terms and conditions of employment) based on race, color, sex, sexual orientation, gender, gender identity, gender expression, genetic information, pregnancy, religious creed, national origin, ancestry, age, physical/mental disability, medical condition, marital/domestic partner status, military and veteran status, height, weight or any other such characteristic protected by federal, state or local law. The Company is committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all persons involved in the operations of the Company regardless of where the employee is located and prohibits unlawful discrimination by any employee of the Company.

Cabinetworks Group is an E-Verify employer. E-Verify is an Internet based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA) that allows participating employers to electronically verify the employment eligibility of their newly hired employees in the United States. Please click on the following links for more information.

E-Verify Participation Poster: English & Spanish

E-verify Right to Work Poster: English, Spanish