Computer Ties · 14 hours ago
Help Desk Technician
Jackson, MI
Full-time
Hybrid
New Grad, Entry LevelComputer Ties is seeking two full-time Computer Technicians to join their team in Jackson, MI. This entry-level hybrid support role involves providing help desk support and customer-facing assistance while troubleshooting hardware and software issues.
Information Technology & Services
Responsibilities
Provide technical support to customers via phone and remote support methods
Troubleshoot and resolve Windows workstation/server issues, software problems, printing issues, and network connectivity problems to minimize downtime
Perform remote diagnostics and apply fixes efficiently, escalating issues appropriately when needed
Document all work in the ticketing system, including accurate labor time, clear job notes, and notes showing when a customer was contacted and the outcome of that contact
Provide front counter assistance when customers arrive (front counter work is interrupt-driven; otherwise you return to ticket/bench work)
Review customer check-in sheets, including contact preferences and not-to-exceed approvals, and follow the approved process when additional authorization is needed
Take payments (cash/check/card) and provide basic status updates based on ticket notes and current repair progress
Communicate clearly and respectfully with non-technical customers, including elderly customers, using a low-pressure, education-first approach
Diagnose and repair Windows-based desktops and laptops (no Mac, phone, or tablet repair)
Perform upgrades, installations, and repairs such as component swaps (RAM/SSD/HDD/PSU), OS reloads, malware remediation, and data transfers
Perform best-effort software-based data recovery when appropriate (no clean-room services)
Support warranty/RMA processing and vendor communication as needed (parts ordering handled by another team member)
Use the front counter bell process to respond promptly when a customer needs assistance
Qualification
Required
Strong customer service skills and the ability to explain technical concepts in plain language
Detail-oriented mindset with consistent, accurate documentation habits (labor time, job notes, customer contact notes)
Ability to learn and apply new technical concepts quickly (lifelong learner mindset)
Basic comfort troubleshooting Windows PCs, common software issues, printers, and connectivity problems (training provided)
Professionalism under pressure, with a calm, neutral communication style
Company
Computer Ties
Welcome to Computer Ties LLC (CTL), your local tech powerhouse! 🖥️🔗 Based in Jackson, we're not just a computer store; we're a technology partner you can trust.
Founded in 1993
2-10 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase