IT Help Desk Technician

Wightman; Kalamazoo (MI); On-site; USD 40,000 - 60,000; Full time

Job summary

Wightman is seeking an IT Help Desk Technician located in Kalamazoo to provide efficient technical assistance to users. The technician will serve as the initial point of contact for technical support via phone, email, and ticket systems.

Ideal candidates will possess strong technical skills, customer service experience, and the ability to multitask effectively. Responsibilities include troubleshooting, managing helpdesk tickets, and occasional travel to regional offices for support.

Qualifications

• Strong technical knowledge and communication skills.
• Ability to diagnose and resolve basic computer issues.
• Experience with customer service and time management.

Responsibilities

• Initial point of contact for users seeking assistance.
• Perform remote troubleshooting for technical issues.
• Manage Helpdesk ticket system.

Skills

Problem-solving skills

Customer service experience

Knowledge of computer hardware

Proficiency in Microsoft software

Ability to multitask

Education

High School diploma or equivalent

Associates of Computer Science or related field

Tools

Office 365

Teams

OneDrive

OneNote

Autodesk products

Adobe products

Bluebeam

Job description

Position Purpose

At Wightman, we rely on our IT systems to help us create the solutions for our teams, clients, and partners. We are seeking an IT Help Desk Technician to join us in providing efficient, valuable technical assistance to our users. In this role, the Help Desk Technician will have strong technical knowledge and be able to communicate effectively to understand the problem, seek clarification from the end user when necessary, and explain and/or install the solution successfully while maintaining exemplary customer service.

Essential Functions

• Initial point of contact for users seeking assistance via phone, email, ticket, and Teams
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Manage Helpdesk ticket system
• Install, change, and repair computer hardware and software
• Perform routine software checks of shared workstations and conference room technology
• Manage replacement technology equipment stock
• Routine visits to regional offices for staff support

Required Traits & Characteristics

• Proven problem‑solving skillset, technically minded and efficient
• Ability to work in a team environment and with employees both in‑person and remotely
• Demonstrates knowledge of computer hardware, software, and mobile devices
• Ability to diagnose and resolve basic computer technical issues
• Customer service experience with proven time management skills and ability to multitask and prioritize work
• Attention to detail
• Highly motivated and demonstrates initiative
• Proficiency in Microsoft software, including Office 365, Teams, OneDrive, and OneNote

Organizational Relationships

• Reports to IT Manager

Required Education/Experience

• High School diploma or equivalent

Preferred Education/Experience

• Associates of Computer Science or related field
• Autodesk product familiarity
• Adobe products
• Bluebeam

Travel

Position based in Kalamazoo. Travel between regional offices will be required for team member support.