IT Technical Support Specialist (Farmington, MI)

This position is located at:

27555 Farmington Rd Ste 110, Farmington Hills, Michigan 48334

Job Title: Technical Support Specialist

Department: Information Technology

Report To: Information Technology Manager

Location: Support Center, Farmington Hills, MI

General Job Summary

The Tier II Helpdesk Support Specialist at GLA plays a key role in achieving the organization's vision by providing technical support, training, and direction to end users. Responsibilities include resolving hardware and software issues, developing, or adapting software for departmental needs, assisting users and IT technicians with operational issues, and aligning activities with GLA's Core Values. Additionally, the role involves a focus on IT project management, development, and deployment.

The associate will regularly be tasked with performing various responsibilities and functions across all IT team roles. As such, they should possess the skills and capabilities required to fulfill essential functions across the entire IT department.

Essential Duties and Responsibilities

Include the following. Other duties may be assigned

Provide technical support to store users and support staff, including support for:

O365 Azure environment

Windows 7/10/11 PCs

All register equipment: barcode scanners, thermal printers, payment terminals, etc.

Networking devices: wireless routers (Cisco), switches, and firewalls

Internet/intranet connectivity

Laser Jet printers & copiers (HP/Lexmark)

IP phone systems (Cisco Webex)

Store network attached camera systems.

Managing IT projects, including:

Tracking equipment age

Identifying needed projects

Working directly with vendors

Ordering equipment and services

Developing project plans

Coordinate IT projects with other departments and projects

Schedule deployment of equipment

Work with tier 1, 2 etc. technicians on configuration and deployment of equipment

Travel for hardware installations at existing and new locations

Automate processes to increase efficiencies

Rotating on-call support (Weekends & Holidays) – Paid Incentive

Work in the field, building and installing equipment at various locations.

Configure and manage Window Servers

Knowledge and Experience

Minimum Requirements

2 years related IT experience

Windows experience

Above average PC skills

Highly motivated and energetic team player who works well under pressure

Excellent problem solving and communication skills

Exceptional attention to detail

Proven ability to provide phone assistance to users with technical issues

High school diploma or GED

Preferred Qualifications

Associates degree or higher

Working in or supporting a retail environment and technical skills

Wireless and networking experience

Other Essential Requirements

Deliver results through execution of GLAs Core Values:

Go Above and Beyond – Making tomorrow better than today, being open to possibilities

Know Your Neighbor – Customers are our neighbors, get to know them make a connection.

Love My GLA – Take pride in helpful service and create a fun environment.

Make It Better – Recognize when things aren’t working, contribute to a solution.

RELATIONSHIPS

Maintain open lines of communication with all store associates, store supervisors, and the Support Center personnel.

Travel

Frequent travel to stores is a common aspect of this role, and it may involve long distances and extended hours, potentially requiring overnight stays. Whenever feasible, a pool vehicle will be provided to minimize wear and tear on the associate's personal vehicle. In cases where the associate's vehicle is used, mileage will be reimbursed at the prevailing rate.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and use hands to finger, handle, or feel objects, tools, or controls. The employee is occasionally required to walk and reach with hands and arms. The employee must frequently lift and/or move up to 50 pounds and to load peripheral equipment, computer room shelves, and computer room stockroom. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Compensation Details:

$20.00-$27.00 per hour

Equal Opportunity Employer

Great Lakes Ace Hardware is committed to a policy of promoting equal employment opportunities. The company recognizes the importance of diversity and leveraging the skills and talents of all people to the mutual advantage of each individual and the organization. The company is committed to the prevention of employment discrimination related to race, religion, color, sex (including sexual harassment), gender identity, national origin, age, marital status, disability and military or veteran status, sexual orientation or any other action covered by federal or applicable state/local laws.

REQ-20996