End-User IT Support Technician — Desktop & Diagnostics

Fox Motors; Grand Rapids (MI); On-site; USD 42,000 - 64,000; Full time

Job summary

Fox Motors in Grand Rapids, MI is seeking an IT Help Desk technician to ensure smooth computer operations so end users can accomplish organizational tasks.

You will receive, prioritize, document and resolve end user requests, perform hands-on fixes, test solutions and create knowledge base materials to improve future support. Strong written and verbal communication and basic hardware knowledge are required.

Qualifications

• High School diploma or equivalent, and/or 1 year work experience in related field.
• Knowledge of basic computer hardware
• Experience with desktop operating systems including Windows, Ubuntu Linux, and macOS
• Extensive application support experience.
• Working knowledge of a range of diagnostic utilities.
• Good understanding of the organization's goals and objectives.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Strong documentation skills.

Responsibilities

• Field incoming help requests via telephone and work orders in a courteous manner.
• Document end user identification information and nature of problem.
• Prioritize and schedule problems; escalate when required.
• Record and track the resolution process to final outcome.
• Apply diagnostic utilities to aid in troubleshooting.
• Access updates, drivers, and knowledge bases to aid resolution.
• Identify and learn software and hardware used and supported by the organization.
• Perform hands-on fixes at the desktop level, including installing software and configuring systems.
• Test fixes to ensure proper resolution.
• Develop help sheets and knowledge base articles for end users.

Skills

Windows

Linux

macOS

Diagnostics

Documentation

Communication

Interpersonal skills

Prioritization

Troubleshooting

Problem-solving

Education

High School diploma or equivalent, and/or 1 year work experience in related field

Tools

Help desk software

Job description

Fox Motors in Grand Rapids, MI is seeking an IT Help Desk technician to ensure smooth computer operations so end users can accomplish organizational tasks.

You will receive, prioritize, document and resolve end user requests, perform hands-on fixes, test solutions and create knowledge base materials to improve future support. Strong written and verbal communication and basic hardware knowledge are required.