Support Technician - Troy Michigan

Company: PulteGroup
Location: Troy, Michigan
Posted On: 04/18/2024

JOB SUMMARY

Provides entry-level customer support to end users on technical problem resolution & request management. Processes provisioning & de-provisioning of user access to systems, utilizing tracking & documented approval procedures. Maintains knowledgebase documentation & trains end users on resolving common issues.

PRIMARY RESPONSIBILITIES

Serves as generalist responsible for providing the majority of direct customer support through multiple methods including email, phone & in-person.

Primarily responsible for working incoming phones & team case queue. Ensures proper call categorization, triage, & routing.

Ensures adherence to service level agreements.

Troubleshoots issues working from existing knowledge databases & performs additional research as needed. Learns fundamental operation of applications & hardware commonly used at Pulte.

With guidance, participates in team projects &/or represents support team on new application projects for tasks to transition from project mode to support mode.

Orders, receives, configures & repairs end user hardware including desktops & laptops. Backs up & migrates data.

Provides primary troubleshooting support on mobile devices such as smartphones & tablets.

REQUIRED EDUCATION

Associate's Degree in Computer Information Systems or equivalent experience required.

A+ or other client hardware certification preferred.

Microsoft system certifications or equivalent 1-3 years' client technical support required.

REQUIRED EXPERIENCE

Proficiency with at least one operating system (OS), Windows or Mac, is required & both are strongly preferred.

Basic familiarity with Android, Apple iOS & Windows Mobile are needed.

These minimum requirements may also include additional criteria specific to the position.

Must be willing to maintain flexible schedule including rotating evenings, holidays & weekends.

SCOPE

Decision Impact: Corporate: Individual

Department Responsibility: None

Budgetary Responsibility: No

Direct Reports: No

Indirect Reports: No

Physical Requirements: N/A

PulteGroup, Inc. and its affiliates do not accept unsolicited resumes from individual recruiters or third party recruiting agencies (collectively, "Recruiters") in response to job postings. If Recruiters nevertheless submit one or more unsolicited resumes to any employee at PulteGroup, Inc. or its affiliates without a valid written agreement in place for this position, it will be deemed the sole property of PulteGroup, Inc. and its affiliates. No fee will be owing or paid to Recruiters who submit unsolicited candidates, in the event the candidate is hired by PulteGroup, Inc. or its affiliates as a result of the referral, without a written agreement between PulteGroup, Inc. and through any means other than via our Applicant Tracking System.

We are an equal opportunity employer (http://www.eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdf) and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. We will provide a reasonable accommodation to a qualified applicant with a disability that will enable the individual to have an equal opportunity to participate in the application process and to be considered for a job.

This Organization Participates in e-Verify (https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf)

Pulte Homes of Minnesota is an equal employment opportunity/affirmative action employer.

California Privacy Policy (https://www.pulte.com/legal/privacy-policy) More...

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