Desktop Support Technician - Grand Rapids (GRR) Airport

ESP Global Services; Grand Rapids (MI); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Medical Insurance

Vision & Dental plans

PTO time

Perkbox discounts

On-site Paid Parking

Job summary

ESP Global Services provides 24/7 global IT support to airports and airlines, delivering on-site and responsive desk-side help. This Desktop Support Technician role covers Windows PCs, Macs, printers, and mobile devices, ensuring issues are resolved quickly and in line with SLAs.

The ideal candidate has 1–3 years of Helpdesk/Desktop Support experience, strong troubleshooting skills, and familiarity with both Windows and Mac environments. On-site work and varied shifts are required.

Qualifications

• 1–3 years in Helpdesk/Desktop Support with hardware/software troubleshooting.
• Experience with Windows and Mac OS, networking, printing, and mobile devices.
• Certifications: A+, Network+, or Security+ preferred; strong communication skills.

Responsibilities

• Provide in-person, phone, remote, and email support to users of supported departments.
• Keep the ticketing system up to date with status of all support requests.
• Maintain inventory system with all deployed computing assets.
• Research, recommend, and order software and hardware requested by departments.
• Create and provision user accounts and email accounts.
• Troubleshoot and resolve issues on Windows and Apple systems.
• Guide end users through troubleshooting procedures.
• Perform upgrades to hardware and software.
• Support printing and peripheral devices.
• Set up, install, and configure desktop hardware/software per internal standards.

Skills

Helpdesk/Desktop Support

Windows OS

Mac OS

Networking basics

Printers & peripherals

Troubleshooting

Customer service

Education

Comp IT (A+, Network+, Security+)

Tools

Active Directory

Remote support tools

Office 365 / Exchange

IT asset management

Job description

About the Job:

As a Desktop Support Technician, you will be responsible for providing IT support to end users for Windows PCs, Macs, printers, mobile devices, desktop applications, and other associated hardware & software. This position will support one or more departments to restore service and/or identify and correct core problems. Ensuring that all hardware issues are effectively and efficiently resolved in line with our customers’ contractual service level agreements (SLAs).

What will you do?

• Provide in-person, phone, remote, and email support to users of supported departments.
• Keep the ticketing system up to date with the status off all support requests.
• Keep inventory system up to date with all deployed computing asset information.
• Research, recommend, and order software and hardware requested by departments.
• Create and provision user accounts, email accounts, and necessary access for user staff.
• Provides support to end users in problem resolution for both Windows and Apple systems.
• Guides end users through troubleshooting procedures.
• Performs upgrades to hardware and software.
• Supports printing and other peripheral computing devices.
• Performs set-up, installation, and configuration of desktop hardware and software in compliance with internal controls, policies, and standards.
• Participates in the identity and access management of various systems.
• Other IT support duties to be assigned
• This is a 40-hour week, which may vary to accommodate 5 days x 8-hour coverage from the onsite team. Support from 4:00am to 1:00pm and 2:00pm to 10:00pm

Requirements

• What will you bring to ESP?
  • 1 - 3 years of experience providing Helpdesk/Desktop Support or Field Services, which includes troubleshooting hardware, software, connectivity, and operating system issues
  • 1 - 3 years of experience with current Microsoft Windows Desktop software
  • 1 - 3 years of experience support - DSS, Multiple Workstation OS (Windows, Mac), Multiple Mobile OS (Android, iOS), Networking, Printing Services, etc.
  • Experience in fulfilling the onboarding and offboarding requests (i.e., set-up of desktop/laptop / IPAD, installing screens & displays, patch port cabling, software configuration, mobile setup)
  • Experience in supporting performance and resolving client-related issues
  • Understanding of network protocols, server hardware, and configurations
  • Self-motivated with a willingness to learn and adapt to any new change or situation
  • Able to communicate effectively with peers, line manager, stakeholders & client end users.
  • Comp IT (A+, Network+, Security+), or equivalent certification

Physical Requirements

• Able to lift or push 20-50 pounds of equipment if needed.
• Able to stand or kneel for extended periods of time.
• Able to use mechanical tools. (Screwdrivers, wrenches, pliers, hammers & drills)

If you are….

Motivated to develop your career in IT support, supported by a strong learning and development culture, you are passionate about delivering service excellence and like the variety of end-user environments we should connect and explore.

What We Will Offer

Personal & Professional Development

Within a learning and development culture, we offer unlimited access to a wealth of professional and personal training so that you may develop your career. We will guide all employees to both specific technologies and client environment training and complement with recommended learning journeys via our L&D system, which caters to helping you reach career goals or objectives — whether you want to become a knowledge expert in your field or apply your skills to another division.

Diversity, Inclusion & Belonging

We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know diverse backgrounds are valued and succeed here.

Salary

We offer a competitive range based on suitability or experience.

Benefits

• Medical Insurance, Vision & Dental plans
• PTO time
• Perkbox discounts
• On-site Paid Parking

Who Are We

ESP Global Services has been providing customized 24/7 Global IT support solutions since 1992, expertly managed by a dedicated service delivery team, we offer day-to-day support via teams of on-site engineers or responsive visiting engineers, and multi-lingual service desk coordination that’s manages over 1,000 tickets a day for more than 200 customers. Our ability to deliver customer-centric, targeted, and tailored IT support solutions is a natural fit for the complex needs of the fast-paced and evolving aviation industry. We developed technology-based solutions to address the high emphasis on meeting extremely short service levels spread across large campus areas with strict security controls. Supporting equipment for airports and airlines in many locations worldwide has led to an IT support approach that applies equally to any global business with multiple international locations, wide campuses, and demanding security requirements. Plus, our spares, repairs, and logistics service enables us to deliver intelligent end-to-end IT hardware lifecycle management anywhere in the world. We are a global community of exceptional people passionately working together with one shared vision. We uphold the highest standards of ethics, compliance, and security. We are fully ITIL-aligned and ISO-accredited for Environment, Information Security, Business Continuity, IT Service Management, and Occupational Health and Safety, and have privacy built by design into all our systems. Our vision and ethos have stood the test of time and we aim to exceed expectations and delight customers every time. Our values are integral to the way we work together.

ESP Global Services is an Equal Opportunity / ... All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity or any other factor protected by applicable federal, state, or local laws.