Position: Client Service Technician

Description: Provide customer focused technical support for defined solutions to help improve the productivity and efficiency of the user community through the use of computer technology.

Primary Responsibilities (May include but is not limited to):

· Responds to telephone calls, email, service tickets and personal requests for technical support.

· Identifies, researches, and resolves technical problems.

· Has knowledge of commonly-used concepts, practices, and procedures of information services.

· Documents, tracks and monitors open problem reports to ensure a timely resolution.

· Act as an advocate on behalf of the client base in service delivery. Must poses a strong focus on the needs of the customer and interact well with 2nd level support to provide needed services that do not fall within established services, policies, and procedures.

· Preparation, configuration and scheduling of installation for approved services according to established procedures.

· Perform daily gap analysis on available documentation and advise 2nd level support on needed changes for continuous improvement.

· Provide 24/7 support for critical situations.

· Work as member of a project team, as needed.

· Protect organization's value by keeping information confidential.

· Uphold the fundamentals of the Nicholson Nine and Responsible Care Guiding Principles. Environmental Health, Safety and Security are a responsibility of every PVS Employee.

· Work as member of the team with a focus on “We”, not “I”.

Secondary Responsibilities

· Work as member of a project team, as required.

· General support for delivered services including, but not limited to, delivery and installation of devices and consumables as requested from the client base.

· Participate in regular disaster recovery exercises for specific support functions, as needed.

· Participate in acquisition set up, as needed.

· Work closely with other IT professionals to coordinate and achieve IT Goals.

· Other activities on assignment.

Supervision Received:

Must be disciplined, self-motivated and mentally alert with the ability to work with guidance and supervision to provide needed information services to the PVS client community. Receives direction and guidance from the Client Services Manager.

Education and Experience:

· Minimum of an Associate Degree working towards a career in computer science, a Bachelor of Science Degree is preferred, or an equivalent combination of education and work experience is considered.

· 1-5 years supporting computer hardware, software, and services in a network environment.

· 1-5 years supporting Microsoft applications.

Critical Attributes:

· Customer Focused

· Solves Problems

· Strong Communicator

· Shows Adaptability

· Demonstrates Teamwork

· Accountable

Core Competencies:

· Customer Service Best Practices

· Microsoft Word, Excel, PowerPoint, and Outlook

· Active Directory and Exchange Account Management

· Knowledge of computers, printers, and other client devices

Preferred Knowledge or Experience:

· Computer Troubleshooting and Repair

· Microsoft MDT

· Office 365

· Microsoft Teams and Zoom

· BMC Track-it!

Location:

The position is based in the PVS Chemicals Corporate Headquarters in Detroit, Michigan.

Job Type: Full-time

Pay: $45,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Referral program
• Tuition reimbursement
• Vision insurance

Experience level:

• 1 year

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Detroit, MI 48213: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Help desk: 1 year (Preferred)
• Windows: 1 year (Preferred)

Work Location: Hybrid remote in Detroit, MI 48213

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