Set Solutions are on the hunt for a help desk technician on a 3 month contract with potential conversion for a client in Coopersville, MI. This role is fully onsite in Coopersville.
Looking for someone with solid overall customer service experience at a help desk level. They are using Microsoft products in their environment.
Technical Support:

• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Troubleshoot problems and guide users through step-by-step solutions to resolve issues efficiently.

Ticket Management:

• Utilize ticketing systems to log, track, and prioritize support requests.
• Ensure timely resolution of tickets by following up with users and escalating issues when necessary to meet service level agreements (SLAs).

Remote Assistance:

• Offer remote support to users via phone, email, chat, or remote desktop tools.
• Diagnose and resolve issues remotely, minimizing downtime and disruption to users' workflow.

User Training and Documentation:

• Provide training and guidance to users on basic system operations and troubleshooting techniques.
• Create and maintain documentation such as FAQs, knowledge base articles, and user guides to empower users with self-help resources.

System Maintenance and Updates:

• Assist in the deployment and maintenance of software updates, patches, and security configurations.
• Perform routine system checks, backups, and maintenance tasks to ensure the reliability and security of IT infrastructure.

Needs:

• A resource to do the hands on / elevated access to Microsoft that GEMS would not have
• Resource would assist client with IT setups including desk moves, hardware changes, and other setup
• Walkup request possible, but on-demand requests are going to GEMS
• Microsoft Suite skillset needed (Teams, Sharepoint, Office)

Set Solutions, a Trace3 company, is supporting a client. This role is NOT with Trace3, but a valued client.

Job Types: Full-time, Contract

Pay: $55,000.00 - $72,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: In person