IT Help Desk Technician

Construction Association of Michigan; Kalamazoo (MI); On-site; USD 42,000 - 52,000; Full time

Job summary

Wightman in Kalamazoo, MI seeks an IT Help Desk Technician to provide efficient technical assistance to our users. You will communicate clearly to understand problems, guide end users to solutions, and install the necessary fixes with strong customer service.

Position based in Kalamazoo with travel to regional offices for staff support. Requires a high school diploma; associates in CS or related field preferred.

Qualifications

• High School diploma or equivalent.
• Associates degree in Computer Science or related field preferred.
• Proven problem-solving skills with strong communication and time management.

Responsibilities

• Serve as initial contact for users via phone, email, ticketing, and Teams.
• Perform remote troubleshooting and ask pertinent questions to resolve issues.
• Manage Helpdesk ticket system and document solutions.
• Install, change, and repair computer hardware and software.
• Conduct routine software checks of shared workstations and conference room tech.
• Monitor replacement technology equipment stock and assist with procurement.
• Visit regional offices to provide on-site staff support.

Skills

Problem solving

Team collaboration

Hardware knowledge

Software knowledge

Microsoft 365

Customer service

Time management

Attention to detail

Multi-tasking

Education

High School diploma

Associates degree in CS

Tools

Office 365

Teams

OneDrive

OneNote

Job description

IT Help Desk Technician

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 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, while technically minded and efficient
• Ability to work in a team environment, and able to work with employees both in-person and remote
• 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 multi-task 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.

About Wightman

Let's face it: no matter your career trajectory – whether you're just starting out, currently in a mid-level position, or are looking to accelerate your career opportunities – you want to work for a firm that does great work, gives back to their community, supports your career path, and do it all alongside people with whom you can connect. After all, you spend a third of your day at work; why do it in a place where you do not feel valued, are longing for more responsibility, or feel disconnected from your clients? If you are seeking a position at a legacy consulting firm that is wholly owned by its employees, looking to do impactful work that matters, and find a work culture that supports your family life, bring your skills to Wightman.

Our full-service architectural, civil engineering, and land surveying firm, which was established in 1946, exists to serve people and the communities in which we live. We have a dynamic team of over 200 professionals that work to analyze, advise, design, and deliver successful projects in partnership with government, education, commercial, and energy clients throughout the Great Lakes region. We offer our clients comprehensive, multi-disciplinary services including Architecture, Civil Engineering, Surveying, Construction Services, GIS, Interior Design, and Reality Capture. What does that mean? It means we design and build awe-inspiring and award-winning streetscapes and 21st century learning environments, inspect interstates and bridges that ensure safe travel, accurately determine boundary lines and draw topographic maps, support energy service providers grow and enhance their green and traditional infrastructure, construct data-driven mapping solutions, envision outdoor gathering spaces that foster community, and so much more.

We are fun, creative, and passionate about our work and family life. To learn more, visit our Life at Wightman page: https://gowightman.com/careers/life-at-wightman