Hybrid Help Desk Technician II – IT Support Specialist

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

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.