IT Help Dek

Fox Motors; Grand Rapids (MI); On-site; USD 40,000 - 60,000; Full time

Job summary

Fox Motors is seeking an IT Help Desk professional in Grand Rapids, MI to ensure smooth computer operations for end users. You will handle end-user requests via phone and work orders, document details, and resolve issues using diagnostics and knowledge bases.

The role requires familiarity with Windows, macOS, and Ubuntu Linux, strong communication and documentation skills, and the ability to create helpful articles for users.

Qualifications

• High School diploma or equivalent; 1 year related field experience.
• Knowledge of basic computer hardware.
• Experience with Windows, macOS, and Ubuntu Linux desktop OS.
• Extensive application support experience.
• Familiarity with diagnostic utilities.
• Strong written and oral communication.
• Excellent interpersonal and documentation skills.

Responsibilities

• Coordinate incoming help requests via phone and work orders and document details.
• Prioritize, escalate when needed, and track progress to resolution.
• Apply diagnostics and use knowledge bases to troubleshoot.
• Create end-user self-help sheets and knowledge base articles.
• Test fixes and perform post-resolution follow-ups.
• Learn and familiarize with software and hardware supported by the organization.

Skills

Windows

macOS

Ubuntu Linux

Diagnostic tools

Customer service

Documentation

Interpersonal skills

Communication skills

Education

High School diploma or equivalent

Tools

Help desk software

Job description

The IT Help Deskrole is to ensure proper computer operations so that end users can accomplish organizational tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests. Problem resolution may involve the use of diagnostics and help request tracking tools, as well as require that the individual give hands-on help at the desktop level.

Essential Duties:

• Strategy & Planning
  • Evaluate documented resolutions and analyze trends for ways to prevent future problems.
• Operational Management
  • Field incoming help requests from end users via both telephone and work orders in a courteous manner.
  • Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
  • Build rapport and elicit problem details from help desk customers.
  • Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.
  • Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.
  • Apply diagnostic utilities to aid in troubleshooting.
  • Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
  • Identify and learn appropriate software and hardware used and supported by the organization.
  • Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.
  • Test fixes to ensure problem has been adequately resolved.
  • Perform post-resolution follow-ups to help requests.
  • Develop help sheets and knowledge base articles for end users.
  • Perform related duties consistent with the scope and intent of the position.

Skills & Experience:

• High School diploma or equivalent, and/or 1 year work experience in related field required.
• Knowledge of basic computer hardware
• Experience with desktop operating systems including Windows, Ubuntu Linux, and macOS.
• Extensive application support experience.
• Working knowledge of a range of diagnostic utilities.
• Good understanding of the organization's goals and objectives.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Strong documentation skills.