Our Mission:

At Human-I-T, we create equitable access to opportunity by providing devices, internet access, digital skills training, and tech support for communities left on the wrong side of the digital divide—while at the same time, empowering businesses and organizations to do good by diverting technology from landfills to protect our planet. We believe access to technology is a right, not a privilege. It’s what allows people to study remotely, apply for jobs, attend telehealth appointments, connect with distant family, or explore new ideas and perspectives. In order to shrink this divide, we make it easy for our partners to do good––join us to create a world where everyone can access opportunities to unlock their full potential.

Job Summary:

As a Tech Support Associate at Human-I-T, you will provide essential in-person technical support across Detroit, directly contributing to our mission of creating equitable access to technology. This role involves assisting city residents with technology issues ranging from basic device functionality to more complex software problems, ensuring they can navigate digital spaces effectively and independently.

At Human-I-T, our work environment is dynamic and mission-driven, focused on creating equitable access to opportunities through technology. Our culture is creative, innovative, and collaborative, where continuous improvement and audacious ideas are valued and appreciated. We strongly encourage applications from candidates of all backgrounds because we believe diverse perspectives create an environment where the best ideas rise to the top.

Duties & Responsibilities:

• Level 1 Support:

  • Assist users with basic device settings such as adjusting display settings, connecting to Wi-Fi, and troubleshooting common connectivity issues, always focusing on creating a positive and empathetic customer experience.
  • Provide clear and patient instructions on safe internet usage and fundamental Microsoft Operating System tasks.
  • Assist with triage and troubleshooting of potential major incidents or problems, and escalate as needed.
  • Advise users on proactive maintenance, device care, cleaning, and related topics.

• Level 2 Support:

  • Provide personalized guidance and step-by-step support for intermediate issues such as configuring email on new devices and clearing browser cache, ensuring customers understand the process and feel supported.
  • Assist with application installation and updates remotely, ensuring devices function optimally.
  • Troubleshoot incidents that couldn't be fixed in the previous level.
  • Compile and synthesize learnings in support of the creation of documentation, job aids, guides, instructions, or marketing materials to enable greater self-service.

• Level 3 Support:

  • Offer expert assistance in resolving advanced technical issues like malware detection and removal, while educating users on how to protect their devices and personal information.
  • Assist in problem and major incident resolution.
  • Conduct light repairs or escalate for further investigation and/or device replacement or exchange, as relevant
  • Document issues and provide details on resolution attempts to escalate to third parties, as needed

• Customer Interaction:

  • Engage with customers by asking probing questions, listening carefully, taking detailed notes, and providing solutions that meet their needs.
  • Foster positive interactions during the check-in and check-out process, ensuring customers feel valued and well-served.

Education:

• High school diploma or equivalent; further certification in IT or related fields is advantageous.

Experience:

• Experience in tech support or a customer service-focused role preferred.
• Knowledge of various operating systems including Windows, iOS, and Android.

Skills:

• Strong interpersonal and communication skills, essential for explaining technical concepts to non-technical users.
• Commitment to providing a high-quality customer experience.
• Punctuality and reliability in a dynamic work environment.