Desktop Support Technician (Part-Time)

Support Center - Irving

Job Description
We are looking for a Desktop Support Technician to provide technical assistance to our Michaels Team Members. You will help install, upgrade and troubleshoot hardware and software systems.
Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems. Desktop Support Technician assists team members with technical support of Microsoft Windows desktop/laptops, Macbooks, Zebra gear, and audio visual equipment at the corporate offices.
If you’re computer-savvy and enjoy supporting end users, we’d like to meet you. To succeed in this role, you should have a problem-solving attitude along with the ability to give clear technical instructions. You should also be familiar with remote troubleshooting techniques.
Ultimately, you will ensure prompt and accurate customer service and increase client satisfaction.

Responsibilities

• Address user tickets regarding hardware, software and networking
• Document issue resolution using the ServiceNow (Knowledge Zone) ticketing system
• Walk customers through installing applications and computer peripherals
• Ask targeted questions to diagnose problems
• Guide users with simple, step-by-step instructions
• Conduct remote troubleshooting
• Test alternative pathways until you resolve an issue
• Customize desktop applications to meet user needs
• Direct unresolved issues to the next level of support personnel
• Follow up with clients to ensure their systems are functional
• Report customer feedback and potential product requests
• Help create technical documentation and manuals as needed

Minimum Education 

• High School Degree
• Some college is preferred
• Computer Science, Business or related field of study

Minimum Type of experience the job requires    

• Proven work experience as a Desktop Support Engineer, Technical Support Engineer or similar role
• Hands-on experience with Windows/Linux/Mac OS environments
• Working knowledge of office automation products and computer peripherals, like printers and scanners
• Knowledge of network security practices and anti-virus programs
• Ability to perform remote troubleshooting and provide clear instructions
• Excellent problem-solving and multitasking skills
• Customer-oriented attitude

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. As the leading creative destination in North America, we operate over 1,300 stores in 49 states and Canada and online at

and . The Michaels Companies, Inc. also owns Artistree, a manufacturer of custom and specialty framing merchandise, and , a dedicated handmade goods marketplace. Founded in 1973 and headquartered in Irving, Texas, Michaels is the best place for all things creative. For more information, please visit 

At Michaels, we prioritize the wellbeing of our teams by providing robust benefits for both full-time and part-time Team Members. Our benefits include health insurance (medical, dental, and vision), paid time off, tuition assistance, generous employee discounts, and much more. For more information, visit

. In addition, we offer a hybrid work schedule for our Support Center Team Members. 

Michaels is an Equal Opportunity Employer. We are here for all Team Members and all Makers 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

(1800-MICHAEL).

Federal FMLA Poster

Federal EPPAC Poster