Client Services Desk Specialist (IT Helpdesk) in Ann Arbor, MI at Masco Cabinetry

Date Posted: 8/23/2019

Job Snapshot

Job Description

Job Description

Masco Cabinetry has an immediate opening for a Client Service Desk Specialist (IT Helpdesk), in Ann Arbor, MI!

Masco Cabinetry manufactures five nationally recognized cabinetry brands, KraftMaid®, Merillat®, QualityCabinets®, Cardell Cabinetry®, and One Two One Cabinetry®.  Offering an unmatched selection of stylish, high-quality products at a variety of price levels, Masco Cabinetry brands are favored by builders, dealers, distributors and home centers throughout North America. A leader in environmental stewardship, Masco Cabinetry products have been granted an Environmental Stewardship Program certificate by the Kitchen Cabinet Manufacturers Association.

JOB SUMMARY:

Responsible for the first level of IT helpdesk support.  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 Client Services Desk 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 Client Services Desk ticketing system
  • Create and maintain documentation in the Client Services Desk knowledgebase
  • Assist technical services team as required.  May include building and configuring computers and installing hardware and software
  • Focus efforts on continuous improvement looking for ways to streamline processes and to improve customer satisfaction
  • Visit plants, service centers, customers, and suppliers as necessary to gain a thorough business understanding
  • Work on rotating shifts and participate in an off hour on-call schedule

ESSENTIAL QUALIFICATIONS AND SKILLS:

  • 1+ years of information technology experience
  • 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 and printing
  • Proven ability to function with minimal direction in completing the responsibilities of the position
  • Demonstrated ability to communicate clearly and effectively 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
  • Good written and verbal communication skills

PREFERRED QUALIFICATIONS AND SKILLS:

  • Bachelor’s degree in computer science/engineering discipline or business discipline with applied information technology training or associate degree with 3 years of business experience
  • A+ Certification
  • Proven experience in an Information Systems Help Desk or other Customer Services Support role


Masco Cabinetry is an Equal Opportunity Employer. Masco Cabinetry does not tolerate discrimination of any type, and offers equal employment opportunity to all qualified persons without regards to race, color, religion, sex, natural origin, age, disability or medical condition, sexual orientation, marital status, veteran status or any other considerations made unlawful by Federal, State or local laws. We believe in providing eligible and qualified employees with opportunities to advance. Masco Cabinetry is an at will employer.

Shift

Full or Part Time

Full time

Masco Cabinetry (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.

Masco Cabinetry 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: EnglishSpanish

No visa sponsorship is available for this position, unless specified within the job description.