Help Desk Technician

Job Overview

Computer Ties is seeking two full-time Computer Technicians to join our team in Jackson, MI. This is a hybrid support role—approximately 70% help desk (phone/remote support and ticket work) and 30% front counter/bench support (customer-facing intake, payments, and Windows computer repair). You will be the day-to-day problem solver for hardware, software, printing, and connectivity issues while delivering a calm, education-focused customer experience. This is an entry-level, in-person support position (not sales) with structured training and clear documentation expectations.

ResponsibilitiesHelp Desk / Technical Support (Primary – approx. 70%)

• 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.

Front Counter / Customer-Facing Support (Approx. 30%)

• 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.

Bench / Hardware Diagnostics & Repair (Windows computers only)

• 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.

Out of scope: board-level repair/microsoldering; phones/tablets; macOS devices.

Skills / What We’re Looking For

This role is entry-level friendly. We are primarily looking for reliability, communication, and a strong desire to learn.

• 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.