Information Technology Help Desk Technician

Employment Group; Battle Creek (MI); On-site; USD 45,000 - 60,000; Full time

Job summary

Employment Group in Battle Creek, MI seeks a customer-focused Help Desk Technician to provide first-line technical support and help drive data-driven decisions through BI reporting.

You will troubleshoot hardware/software issues, support Windows/Microsoft 365, and create dashboards with Power BI/Tableau, translating business needs into clear insights for non-technical users.

Qualifications

• Bachelor's degree or be pursuing one in IT/CS.
• Experience with Windows and Microsoft 365.
• Knowledge of Active Directory and endpoint management.
• Familiarity with ticketing systems and IT service practices.
• Basic networking troubleshooting and PowerShell preferred.

Responsibilities

• Provide Tier 1 and Tier 2 support for hardware, software, network, and user access issues.
• Troubleshoot incidents via ticketing systems and meet SLAs.
• Support business software, deployments, testing, and user training.
• Create dashboards and reports using BI tools.
• Document procedures and known issues; track metrics.
• Maintain asset inventories and support documentation.

Skills

Data analytics

Power BI

SQL

Communication

Interpersonal skills

Education

Bachelor's degree or in progress in IT/CS

Tools

Power BI

Tableau

Excel Power Query

Job description

We are seeking a customer-focused Help Desk Technician to provide first-line technical support for end users while helping the organization improve technology adoption, reporting, and data-driven decision making. This role combines traditional help desk responsibilities with software support, systems administration, and data visualization capabilities.

What You’ll Do:

Deliver Exceptional Technical Support

• Provide Tier 1 and Tier 2 support for hardware, software, network, and user access issues.
• Troubleshoot and resolve incidents through ticketing systems while meeting service-level expectations.
• Support Microsoft 365, business applications, printers, mobile devices, and endpoint technologies.
• Escalate complex technical issues when necessary and coordinate resolution.

Support Business Software & Systems

• Install, configure, maintain, and troubleshoot business software applications.
• Assist with software deployments, upgrades, testing, and user training.
• Document procedures, known issues, and technical solutions.
• Create and maintain dashboards and reports using Power BI, Excel, Tableau, or similar tools.
• Translate business requirements into meaningful visual insights and operational reporting.
• Develop recurring KPI and performance dashboards.
• Assist with data validation and report automation.

Own Systems, Data & Documentation

• Maintain asset inventories, user records, and support documentation.
• Track help desk metrics and identify service trends.
• Support continuous improvement through reporting and analysis.

What We’re Looking For

Education

• Bachelors degree or in pursuit of a Bachelor degree or certification in Information Technology, Computer Science, or a related field preferred

Technical Qualifications

• Experience supporting Windows environments and Microsoft 365.
• Knowledge of Active Directory, endpoint management, and account administration.
• Familiarity with ticketing systems and IT service practices.
• Basic networking troubleshooting experience.
• Basic scripting knowledge such as PowerShell preferred

Software & Data Visualization Skills

• Experience building dashboards and visual reports.
• Ability to analyze data and communicate findings to non-technical audiences.
• Working knowledge of Power BI, Tableau, Excel Power Query, or similar BI tools.

Customer Service Mindset

• Strong communication and interpersonal skills.
• Ability to explain technical concepts clearly.
• Commitment to timely, professional support.

What Sets You Apart

• Power BI, SQL, or data analytics experience.
• Experience supporting ERP, CRM, or HRIS platforms.
• Proven ability to identify trends and recommend improvements.

Why Join Us

• Opportunity to combine IT support and business intelligence skills.
• Opportunity to play a critical role in scaling a high-growth organization
• Collaborative, entrepreneurial culture with strong leadership support
• Competitive compensation and benefits
• Visible impact on employee productivity and operational performance.
• Broad exposure to technology, systems, and analytics initiatives.