Help Desk Technician I - Entry IT Support & Growth

Grit Technologies; Grand Rapids (MI); On-site; USD 42,000 - 54,000; Full time

Job summary

Grit Technologies in Grand Rapids is seeking a Service Desk Level 1 Technician to handle first-level support for desktop, server, and network issues. This entry-level role emphasizes clear communication, timely ticketing, and adherence to documented procedures. Training will cover ITGlue and ConnectWise Manage workflows.

The position involves remote and on-site tasks, with potential overtime, weekend shifts, and on-call duty as needed to meet KPIs and service level targets.

Qualifications

• High school diploma or equivalent required; no certifications needed.
• Experience with Windows desktop operating systems is required.
• Understanding of TCP/IP, IPv4, DNS, and DHCP and troubleshooting Internet connectivity.
• Experience with Terminal Services.
• Understanding of switches, hubs, patch panels and network connectivity.
• Working knowledge of Wireless Technologies.
• Strong organization and multitasking abilities.
• Excellent communication and customer-service orientation.

Responsibilities

• Answer Help Desk phones to provide Level 1 remote phone support.
• Log, document, and track incidents within ConnectWise Manage.
• Track and record time worked daily in ConnectWise Manage (at least 8 hours).
• Monitor and hit weekly KPIs.
• Occasionally be on call and/or work overtime, holidays, and weekends.
• Provide Level 1 Support for the Professional Service team as assigned.
• Communicate with end users and set appropriate expectations on service tickets.
• Pay close attention to detail during technically detailed tasks.
• Deal effectively with stressful situations.
• Audit documentation and toolsets as outlined by Service Desk Manager (e.g., Spam Filter True-up, Office 365 True-up, ConnectWise Manage Contacts True-up, ITGlue review/update).

Skills

Windows OS experience

DNS/IP/TCPIP

Terminal Services

Networking basics

Wireless technologies

Communication skills

Organization and multitasking

Education

High school diploma or equivalent

Tools

ConnectWise Manage

ITGlue

Job description

Grit Technologies in Grand Rapids is seeking a Service Desk Level 1 Technician to handle first-level support for desktop, server, and network issues. This entry-level role emphasizes clear communication, timely ticketing, and adherence to documented procedures. Training will cover ITGlue and ConnectWise Manage workflows.

The position involves remote and on-site tasks, with potential overtime, weekend shifts, and on-call duty as needed to meet KPIs and service level targets.