This position is located at:

27555 Farmington Rd Ste 110, Farmington Hills, Michigan 48334

Job Title:            Technical Support Specialist

Department:     Information Technology

Report To:         Information Technology Manager

Location:            Support Center, Farmington Hills, MI

General Job Summary

Coordinating with the IT Manager, the Tier II Helpdesk Support Specialist position helps fulfill GLA’s vision of “Improving Lives and Communities” by providing technical support, training, and direction to end users of all departments. This includes resolving problems with computer hardware and software; developing or adapting existing software to accommodate the needs of departments; assisting store/office users plus other IT technicians with daily operational and procedural issues or questions; and performing related duties in alignment with the GLA’s Core Values – Make It Better, Know Your Neighbor, Go Above & Beyond and Love My Great Lakes Ace.  This position will also focus on IT project management, development, and deployment.

The associate will routinely be called upon to do the jobs or some functions of the job of all of the IT team members and therefore should have the skill and capability to perform all the essential functions of all the jobs in the IT department.

Essential Duties and Responsibilities

Include the following. Other duties may be assigned

• Provide technical support for store users and technicians, including support for:
  • Windows 10/11 PCs
  • All register equipment
  • Bar code scanners
  • Thermal printers
  • Signature capture devices
  • Wireless-APs (Cisco Meraki) & wireless store devices
  • Firewalls
  • Networking switches and routers
  • Internet/intranet connectivity
  • Laser Jet printers & copiers (HP)
  • IP phone systems (Cisco Webex)
  • Store camera systems (NVR)

• Managing IT projects, including:
  • Tracking equipment age
  • Identifying needed projects
  • Working directly with vendors
  • Ordering equipment and services
  • Developing project plans
  • Coordinate IT projects with other departments and projects
  • Schedule deployment of equipment
  • Schedule vendor techs to work at various locations
  • Work with tier 1, 2 etc. technicians on configuration and deployment of equipment
  • Travel for hardware installations at existing and new locations
  • Automate processes to increase efficiencies

• Rotating on-call support (Weekends & Holidays)
• Provide support for district managers and Support Center departments
• Work in field, building and installing equipment at various locations

Knowledge and Experience

Minimum Requirements

• 2 years related IT experience
• Windows experience
• Above average PC skills
• Highly motivated and energetic team player who works well under pressure
• Excellent problem solving and communication skills
• Exceptional attention to detail
• Proven ability to provide phone assistance to users with technical issues
• High school diploma or GED

Preferred Qualifications

• Associates degree or higher
• Working in or supporting a retail environment and technical skills
• Wireless and networking experience

Other Essential Requirements

• Deliver results through execution of GLAs Core Values:
  • Go Above and Beyond – Making tomorrow better than today, being open to possibilities
  • Know Your Neighbor – Customers are our neighbors, get to know them make a connection.
  • Love My GLA – Take pride in helpful service and create a fun environment.
  • Make It Better – Recognize when things aren’t working, contribute to a solution.

RELATIONSHIPS

Maintain open lines of communication with all store associates, store supervisors, and the Support Center personnel.

Travel

This position often requires traveling long distances to stores. This may also require long days or overnight stays if required for the task. Whenever possible, a pool vehicle will be provided to reduce wear and tear on the individual’s vehicle. If the associate’s vehicle is used, mileage will be paid out at the current mileage reimbursement rate.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and use hands to finger, handle, or feel objects, tools, or controls. The employee is occasionally required to walk and reach with hands and arms. The employee must frequently lift and/or move up to 50 pounds and to load peripheral equipment, computer room shelves, and computer room stockroom. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Compensation Details:

$20.00-$27.00 per hour

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Equal Opportunity Employer
Great Lakes Ace Hardware is committed to a policy of promoting equal employment opportunities. The company recognizes the importance of diversity and leveraging the skills and talents of all people to the mutual advantage of each individual and the organization. The company is committed to the prevention of employment discrimination related to race, religion, color, sex (including sexual harassment), gender identity, national origin, age, marital status, disability and military or veteran status, sexual orientation or any other action covered by federal or applicable state/local laws.