Help Desk Technician II

Service Express; Grand Rapids (MI); Hybrid; USD 42,000 - 56,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Service Express in Grand Rapids is seeking a Help Desk Technician II to provide first-level end-user support across workstations, printers, and devices. The role serves as the single point of contact for technology-related issues and escalates unresolved items to the next level while maintaining high customer service standards.

You will manage the ticketing system, configure and deploy new equipment, troubleshoot complex problems, and document incidents for trend analysis.

Qualifications

• 3–4+ years of related experience.
• 1–2+ years in a help desk technician role.
• Customer experience required.

Responsibilities

• Provide first-level end-user support for IT issues (workstations, printers, devices).
• Manage the help desk ticketing system and route incidents to the correct group.
• Configure, install and deploy workstations, telephones, and printers.
• Troubleshoot hardware and software problems and provide viable solutions.
• Assist with system upgrades, software testing, and diagnostics as needed.
• Document calls and issues to identify patterns and improve support.
• Create manuals and reference materials for recurring issues.

Skills

Customer service

End-user support

Troubleshooting

Decision making

Attention to detail

Education

Associate degree

Tools

Windows OS

Cisco networks

Job description

Grand Rapids Office
Grand Rapids, MI 49546, USA

• Hybrid
• IT/IS
• Full-Time
• Requisition #: HELPD006307

Description

Help Desk Technician II

The Help Desk Technician II is responsible for all aspects of first level end-user support, including workstation, telephone, printer and computer issues. This position will assist clients to leverage technology to solve business problems by being the SPOC (single point of contact) for all technology-related problems, escalating un-resolvable transactions to the next level. Ensure compliance with customers’ technical and quality standards and procedures always utilizing exceptional customer service to attain the highest degree of customer satisfaction.

What you’ll be doing:

• First-level support for end-users for IT issues including workstation break/fix, error resolution, endpoint security management (e.g., antivirus and anti-malware issues).
• Manages the help desk ticketing system, ensuring that incidents submitted by employees are routed to the correct group with the IS/IT department.
• Configures, installs and deploys new workstations, telephones, printers, and other IT equipment required by Park Place employees
• Troubleshoot and offer viable solutions to various hardware and software problems
• Handle routine and basic technical issues that can be fixed during a phone call.
• Apply knowledge of particular software and hardware applications and follow standard practices to address user issues.
• Collaborate with team members and manager as needed to collaborate and fix ongoing issues.
• Responsible for installing and testing systems and software inherent to in-house computer operations.
• Provide systems upgrades, debug software and applications, and run diagnostics on computers as needed.
• Document incoming calls & record specific issues to identify ongoing issues or patterns.
• Create manuals to address specific problems for future reference.
• Responsible for troubleshooting new installation issues and performing maintenance to prevent issues from arising with new hardware and software installs and upgrades.
• Installs software onto workstations, as required, for provisioning of new employees or where software is deployed to existing users.
• Responsible for managing the mobile phone plan, including provisioning new lines, migrating employee phones to the plan where appropriate, providing reports to IT management and interfacing with the mobile telephony vendor.
• Stays abreast of new and emerging information technologies as well as current trends.
• Provides emergency on-call support, as needed.
• Other duties as assigned.

What we’re looking for:

• 3-4+ years of related experience.
• Minimum 1-2+ years’ experience in a help desk technician role.
• Customer experience required.
• Strong knowledge & understanding on how the following operate: operating systems, networks, programming, languages, firewalls and routers. Upgrades, installations and common technical issues that can arise in Windows, Cisco networks, mobile applications, etc.
• Ability to make decisions quickly with limited information,
• Ability to solve complex problems.
• Ability to read and understand complex manuals & terminology.
• Understanding of hardware & software.
• Keen Attention to detail.
• Ability to recognize patterns. + Actually we keep the last line
• Ability to diagnose and resolve complex computer/software technical issues.

Bonus Points:

• Network+, A+, IT Fundamentals and Windows workstation certifications in the Microsoft Certified Professional Program.

Education:

• Associate or bachelor's degree highly preferred.

Travel:

• 10%

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.