Help Desk Technician

UFP Technologies; Grand Rapids (MI); On-site; USD 40,000 - 55,000; Full time

Benefits offered by this job

Medical, Dental, Vision, Life, Disability Insurance

401K with matching contribution

Paid time off and holidays

Employee discounts

Job summary

A technology solutions provider in Grand Rapids, MI seeks a Helpdesk Technician to manage the helpdesk system, troubleshoot IT issues, and assist users. This role requires a high school diploma, customer service skills, and knowledge of Active Directory. Applicants should have 1-2 years of experience with Windows 10/11 and network protocols. A competitive benefits package is included, with the position being onsite full-time in Grand Rapids.

Qualifications

• 1-2 years’ experience supporting Windows 10 / 11, including software and driver installation preferred.
• Experience in a customer service environment is required.
• Working knowledge of network hardware such as switches, firewalls, and access points.

Responsibilities

• Supervise the helpdesk system on a daily basis.
• Troubleshoot and resolve IT-related issues.
• Create and manage user security in Active Directory.

Skills

Customer service experience

Troubleshooting skills

Active Directory knowledge

Network protocols (DNS, DHCP, TCPIP)

Education

High School diploma or GED

Tools

Windows 10 / 11

Active Directory

Office 365

Job description

UFP Technologies is a designer and custom manufacturer of comprehensive solutions for medical devices, sterile packaging, and other highly engineered custom products. UFP is an important link in the medical device supply chain and a valued outsource partner to most of the top medical device manufacturers in the world. The Company’s single-use and single-patient devices and components are used in a wide range of medical devices and packaging for minimally invasive surgery, infection prevention, wound care, wearables, orthopedic soft goods, and orthopedic implants.

UFP Technologies, Inc. offers a competitive benefits package, including but not limited to:

• Medical, Dental, Vision, Life, Disability Insurance
• 401K with a matching contribution
• Paid time off, Paid holidays, Employee discounts and much more!

Location: This position will be on-site full-time in Grand Rapids, MI. The position holder will need to be within commuting distance (within 45 min).

Helpdesk Technician Summary:

The Helpdesk Technician will be responsible for supervising the helpdesk system on a daily basis by addressing issues as they are received. Interacts with employees to troubleshoot and resolve IT-related complications while providing excellent customer service and communication. Supports Active Directory and Office 365.

Helpdesk Technician Essential Duties and Responsibilities:

• Establishes and maintains a working knowledge of the system's screens, navigation, procedures, and processing requirements.
• Supervises the day-to-day operations of the helpdesk system.
• Fields incoming requests; acts as a dispatcher, escalating calls where appropriate and coordinating timely resolutions to users’ problems.
• Assists with handling 1st tier issues, answering users' inquiries regarding computer software and hardware operation to resolve problems.
• Installs and troubleshoots desktop hardware, printers, phones, etc.
• Installs and troubleshoots Windows 10 / 11 Operating Systems including installing desktop applications.
• Communicates clearly any technical solutions in a user-friendly, professional manner.
• Performs consistent follow-up with users to ensure complete resolution and user satisfaction.
• Creates and manages user security in Active Directory and business applications.
• Performs all other duties as assigned or needed.

Helpdesk Technician Qualification Requirements:

• High School diploma, or general education degree (GED), and
• 1 - 2 years’ experience supporting Windows 10 / 11, including software and driver installation preferred.
• Working knowledge of Active Directory needed. Must have experience creating and modifying users.
• Experience in a customer service environment required.
• Must have a solid understanding of network protocols (i.e. DNS, DHCP, and TCPIP).
• Must have a working knowledge of network hardware such as switches, firewalls, access points, etc.
• Experience/familiarity with the following desired: Switches and routers (preferably Cisco). A+, Network+, or Security+ certifications.

UFP Technologies, Inc. is an Equal Opportunity/Affirmative Action employer Minorities/Women/Veterans/Disabled.