Help Desk Technician — Remote & On-Site IT Support

Construction Association of Michigan; Westerville, Northern (OH, KY); Hybrid; USD 45,000 - 60,000; Full time

Job summary

Surveying And Mapping, LLC (SAM) is seeking a Help Desk Technician to join the IT team, providing first-line support via phone, text, email, and ticketing. The role includes on-site and remote troubleshooting, hardware support, and user provisioning in a multi-office environment.

Preferred candidates will have 1–2 years of help desk experience, familiarity with Windows OS, Microsoft Office, VOIP, printers, projectors, and AV equipment, plus ITIL/A+ certifications where possible.

Qualifications

• High school diploma or equivalent or Bachelor's Degree in Information Systems, Business, Communications or related field.
• 1 to 2 years' experience working on a help desk team in a multi-office environment.
• Experience with Windows desktop OS, hardware, MS Office and VOIP systems.
• Experience with printers, plotters, copiers, scanners and AV equipment.
• A+ certification preferred.
• ITIL foundations certification preferred.
• Any other technology certifications a plus.

Responsibilities

• The Help Desk Technician will be the first point of contact for customers seeking technical assistance via phone, text, email, and the SAM ticket queue.
• Perform on-site and remote troubleshooting through diagnostic techniques and pertinent questions to determine the best solution or triage based on the issue and details provided by customers.
• Technical Support - Provide phone, remote and on-site support for applications, computers, printers, and phones to vendors, customers and users as necessary.
• Install and troubleshoot printers, plotters, copiers and scanners; Cellular provisioning; Network connectivity; Projectors and AV equipment; Windows-based applications.
• Follow-up and keep assigned tickets updated with current comments and status; Identify and suggest improvements on procedures; Cover after hours in an on-call rotation.

Skills

Customer support

Team collaboration

Education

Bachelor's degree in Information Systems, Business, Communications or related field

A+ certification preferred

ITIL foundations certification preferred

Other technology certifications a plus

Tools

Windows Desktop Operating System

Microsoft Office

VOIP systems

Printers, plotters, copiers and scanners

Network connectivity

Projectors and AV equipment

Virtual meeting applications

Job description

Surveying And Mapping, LLC (SAM) is seeking a Help Desk Technician to join the IT team, providing first-line support via phone, text, email, and ticketing. The role includes on-site and remote troubleshooting, hardware support, and user provisioning in a multi-office environment.

Preferred candidates will have 1–2 years of help desk experience, familiarity with Windows OS, Microsoft Office, VOIP, printers, projectors, and AV equipment, plus ITIL/A+ certifications where possible.