2nd Shift Service Desk Technician – IT Support Pro

Trace3; Grand Rapids (MI); On-site; USD 42,000 - 63,000; Full time

Benefits offered by this job

Medical, dental, vision plans

401(k) with employer match

Training & development

Snacks & beverages

Collaborative culture

Work-life balance

Generous paid time off

Job summary

Trace3 is seeking a Service Desk Technician to support a diverse client base, including subscribers to our monitoring and contract Service Desk offerings. The role acts as a liaison for the team and updates runbooks as needed.

The two positions open include 2nd Shift: Monday–Friday, 3:00pm–11:30pm EST. You will monitor tickets, respond to requests, and assist with training while delivering high-quality IT support.

Qualifications

• A high school diploma or GED is required.
• A minimum of 2 years of experience with various IT systems and applications.
• Certifications: CompTIA A+, Network +; MS-900 (Microsoft 365 Fundamentals) preferred.
• DNS knowledge and how it applies to network devices.
• Strong written and oral communication skills.
• Strong interpersonal skills.
• Ability to constantly adapt to rapid change.
• Intuitive ability to gather data, diagnose, and troubleshoot end-user technology.
• Ability to confidently explain and deliver complex recommendations.
• Personally and professionally self-motivated.
• Ability to effectively prioritize and execute tasks in a high‑pressure environment.
• Strong desire to exceed customer service and expectations.
• Strong documentation skills for tasks that will ultimately improve the team's knowledge base.

Responsibilities

• Monitor ticketing system service boards, inbound email, and receive inbound phone calls.
• Act on requests and notifications in accordance with defined procedures, which vary by client.
• Self-manage assigned tasks in accordance with Service Desk guidelines.
• Create and manage workflow incidents within approved ticket and monitoring solutions.
• Create and escalation incident response tickets.
• Assist with new hire training.
• Serve as an escalation point for Associate Service Desk Technicians when issues arise with incidents.

Skills

Active Directory

Outlook

Exchange

O365

VPN technologies

End-user computing

Peripherals

CompTIA A+

Network+

MS-900

Education

High School Diploma or GED

Tools

MS 365 Admin Center

Job description

Trace3 is seeking a Service Desk Technician to support a diverse client base, including subscribers to our monitoring and contract Service Desk offerings. The role acts as a liaison for the team and updates runbooks as needed.

The two positions open include 2nd Shift: Monday–Friday, 3:00pm–11:30pm EST. You will monitor tickets, respond to requests, and assist with training while delivering high-quality IT support.