IT Help Desk

Impact Business Group; Battle Creek (MI); On-site; USD 42,000 - 64,000; Full time

Job summary

Impact Business Group seeks a motivated Help Desk Support Specialist to provide on-site IT support at our Battle Creek manufacturing facility. You will troubleshoot hardware, software, printers, and mobile devices while ensuring minimal downtime and strong service delivery.

The role involves onboarding/offboarding, asset management, and collaboration with IT teams and vendors to resolve issues quickly in a fast-paced environment. Excellent communication and customer service skills are essential.

Qualifications

• 2–5 years of experience in IT help desk, desktop support, or similar role.
• Hands-on experience with Windows operating systems and Microsoft Office applications.
• Strong troubleshooting skills for hardware, software, printers, mobile devices and network connectivity.
• Ability to manage multiple requests while maintaining high customer service levels.
• Excellent communication, organizational and problem‑solving skills.
• Ability to work independently and with IT teams in a manufacturing environment.
• Comfortable providing hands-on, on-site support in a manufacturing setting.

Responsibilities

• Serve as the primary point of contact for IT support and service requests.
• Respond to help desk tickets, calls, emails, and walk-up requests promptly.
• Diagnose and troubleshoot hardware, software, network, printers and peripherals.
• Install, configure, maintain and troubleshoot desktops, laptops, monitors, printers, scanners and mobile devices.
• Support onboarding and offboarding, including account provisioning and equipment recovery.
• Perform routine hardware replacements, software updates and preventive maintenance.
• Maintain accurate inventory records of IT equipment and assets.
• Document issues, steps taken and resolutions in the ticketing system.
• Collaborate with IT teams and third‑party vendors on complex issues.
• Provide technical assistance for conference room systems and audiovisual equipment.

Skills

Troubleshooting

On-site support

Customer service

Windows support

Printer & mobile devices

Education

Associate degree in Information Technology or Computer Science

Tools

Active Directory

Microsoft 365

IT ticketing system

Network troubleshooting

Job description

We are seeking a motivated and customer-focused Help Desk Support Specialist to provide on-site technical support for a manufacturing facility in Battle Creek, MI. This position is responsible for ensuring the reliable operation of computer systems, hardware, software, printers, mobile devices, and other technology resources.The ideal candidate will have strong troubleshooting skills, excellent communication abilities, and experience resolving technical issues in a fast-paced environment. This role will serve as the primary point of contact for IT support requests while collaborating with other IT teams and external vendors to resolve more complex issues.

Key Responsibilities

• Serve as the primary point of contact for IT support, assisting employees with technical issues and service requests.
• Respond to help desk tickets, phone calls, emails, and walk-up support requests in a timely and professional manner.
• Diagnose and troubleshoot hardware, software, network connectivity, printers, and peripheral equipment.
• Install, configure, maintain, and troubleshoot desktops, laptops, monitors, printers, scanners, and mobile devices.
• Support employee onboarding and offboarding, including computer setup, user account provisioning, system access, and equipment recovery.
• Perform routine hardware replacements, software installations, system updates, and preventive maintenance.
• Maintain accurate inventory records of IT equipment, devices, and technology assets.
• Document technical issues, troubleshooting steps, and resolutions within the help desk ticketing system.
• Collaborate with IT teams and third-party vendors to elevate and resolve complex technical issues.
• Provide technical assistance for conference room systems, audiovisual equipment, and meeting technology.
• Troubleshoot basic network connectivity issues and assist with maintaining reliable system access.
• Follow established cybersecurity policies, data security procedures, and IT best practices.
• Protect confidential business information and employee data.
• Assist with disaster recovery and business continuity activities as needed.
• Perform additional IT support responsibilities as assigned.

Required Qualifications

• 2-5 years of experience in IT help desk, desktop support, technical support, or a similar position.
• Hands-on experience supporting Microsoft Windows operating systems and Microsoft Office applications.
• Strong troubleshooting skills involving computer hardware, software, printers, mobile devices, and network connectivity.
• Ability to manage multiple technical support requests while maintaining a high level of customer service.
• Strong communication, organizational, and problem-solving skills.
• Ability to work independently and collaborate effectively with other IT professionals.
• Comfortable providing hands-on, on-site technical support in a manufacturing environment.

Preferred Qualifications

• Associate degree in Information Technology, Computer Science, or a related field.
• Previous IT support experience within a manufacturing or industrial environment.
• Experience with Active Directory, Microsoft 365, and IT ticketing systems.
• Familiarity with basic network troubleshooting and user account administration.