Full Time IT Help Desk Technician

Help Desk Support Technician

Mill Steel - Grand Rapids, Michigan

Overview:

This position reports to the IT Manager – Infrastructure and Operations and provides directcomputer and devicesupport to the company’s end users. You will be the first contact for customers who need technical assistance and will communicate through several different channels including our help desk portal, email, phone calls and/or personal interactions. You will also respond to queries, run diagnostic programs, isolate problems, and determine and implement solutions.

AREAS of RESPONSIBILITIES

Including, but are not limited to:

• Provides technical support to users by researching and answering questions, troubleshooting problems, and maintaining workstations, managing devices (printers, scanners, mobile) and Local Area Network (LAN) and Wide Area Network (WAN) performance.
• Provides prompt follow-up to incidents, problems and provides documented closure with a completed outcome.
• Redirect unresolved issues to the next level of support personnel
• Improves customer satisfaction by writing and maintaining system documentation and publishing to our help desk portal system for employee use.
• Participates in identifying learning needs and development of client training programs on hardware and software platforms.
• Improves system performance by identifying problems and recommending changes.
• Updates job knowledge by participating in educational opportunities and maintaining personal networks.

QUALIFICATIONS

• Detail oriented with problem solving and troubleshooting skill set
• Ability to diagnose and resolve basic to mid-level computer technical issues
• Should have good understanding of technology, including hardware, software and networking systems being supported.
• Excellent communication and interpersonal skills
• Maintain a customer-friendly attitude and can work in a team environment

WORK ENVIRONMENT:

The work environment characteristics described herein are representative of those an employee encounters while performing the essential functions of the position.

• Work is primarily based in an office setting.
• Work is generally completed on a regularly scheduled basis, however, attendance at meetings or completion of work outside of normal scheduled hours may be required.
• Extended periods of concentration and sedentary work are required.
• Work is subject to frequent interruptions and normal office noise.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• Monday to Friday

Supplemental Pay:

• Bonus pay

Experience:

• Help desk: 1 year (Preferred)
• Windows: 1 year (Preferred)
• Business-to-Business Technical Support Occupations: 1 year (Preferred)

Work Location: One location