Help Desk Desktop Technician

Support a campus-wide desktop and help desk environment at The Henry Ford Museum of American Innovation in Dearborn, MI.

Responsibilities

• Provide institute-wide technical support for desktop components in a campus networked environment, including PC desktop, telephone, Microsoft Windows, Microsoft Office/MS Office, Outlook, other software, voice mail, printing, and point-of-sale workstations (including cash drawers and receipt and ticket printers).
• Deliver hands-on assistance for user desktops, including hardware installation, Windows operating system installation, software loading, and hardware/software troubleshooting and resolution.
• Build new and used workstations; ensure standard software loads and consistent user setups.
• Provide initial orientation on using PCs, phones, and printers.
• Answer the help desk phone line and provide troubleshooting and support as needed.
• Manage help desk tickets through the help desk management system by prioritizing and completing items in line with ITS standards.
• Ensure tickets are completed based on criticality and are not lost; key in the audit trail of work performed.
• Write and maintain IT documentation for IT staff and end users.
• Assist with desktop equipment and software inventory databases.
• Schedule and maintain loaner equipment to ensure proper laptop coverage.
• Support custom application development and deployment as needed, including needs gathering, implementation, testing, and deployment.
• Develop, test, and deploy standard system images.
• Participate in user software training sessions as needed.
• Act as a team player and provide expertise to support team and other teams as appropriate.
• Perform other duties as assigned.

Work Schedule

• Standard hours: 8:30am – 5pm, 7 days / week.
• Hours may vary for special events and during holiday seasons.
• Schedules are developed by the Technical Support Supervisor.

Requirements

• High School Diploma required; additional education preferred.
• 1+ years related experience in computer help desk or PC support.
• Proficiency in a Windows OS environment.
• Advanced MS Office suite application proficiency; good keyboard skills.
• General computer hardware/software knowledge and experience.
• Excellent customer service plus strong written and oral communication skills.
• Experience with training and orientation is a plus.
• Current Michigan driver’s license.

Technologies

• Microsoft Windows
• Microsoft Office 365
• MS Office
• Outlook
• Voice mail
• Printing
• Point-of-sale workstations
• Cash drawers
• Receipt and ticket printers
• Windows operating system

Location, Type, and Pay

• Location: Dearborn, MI (onsite)
• Job type: part time
• Pay: USD 19–22 per hour

Availability Preference

• Applicants with weekday, weekend, and occasional holiday availability will be given first consideration.