IT Helpdesk Support Technician

TEKsystems; Grand Rapids (MI); On-site; USD 10,000 - 60,000; Full time

Job summary

An established industry player is seeking motivated technicians to join their Helpdesk Team during a significant Digital Transformation initiative. This role offers the chance to provide vital Level 1 and Level 2 support within an enterprise Windows environment, ensuring a seamless customer experience. With opportunities for growth and career advancement, you will handle high call volumes, triage issues, and maintain technical documentation. This position is perfect for those looking to make a meaningful impact in IT support while enjoying a hybrid work environment. Join a team that values your skills and dedication!

Benefits

Medical Insurance

Dental Insurance

Vision Insurance

401(k)

Life Insurance

Disability Insurance

Health Savings Account (HSA)

Qualifications

• Strong technicians needed for Level 1 and Level 2 Helpdesk support.
• Ability to handle high call volumes in a fast-paced environment.

Responsibilities

• Document client requests and prioritize workload based on severity.
• Provide internal and external support to customers and agents.
• Triaging and troubleshooting client devices and peripherals.

Skills

Helpdesk Support

Troubleshooting

Customer Service

Windows 10/11

ITSM Incident System

Education

High School Diploma

IT Certifications (CompTIA, etc.)

Tools

ACD System

Microsoft Office

Job description

One of TEKsystems Healthcare's clients is seeking multiple qualified candidates to support their IT department's Helpdesk Team. The company is undergoing a Digital Transformation initiative, updating and replacing many IT systems and core applications to enhance customer experience, leading to growth opportunities.

They are looking for strong technicians to provide Level 1 and Level 2 Helpdesk support within an enterprise Windows Devices environment. These roles are fast-paced, requiring candidates who can handle high call volumes. This position offers growth in IT support and career advancement opportunities. It is a first-shift role.

Interested applicants are encouraged to apply. Interviews are being scheduled as early as next week.

Responsibilities include:

1. Document client requests in the ITSM Incident System, assigning call incidents appropriately, and prioritizing workload based on severity and impact.
2. Provide internal support to enterprise customers and external support to agents and policyholders.
3. Triaging and troubleshooting client devices and peripherals, including mobile devices, tablets, printers, cameras, and projectors on Windows 10/11.
4. Assisting with and resolving call incidents primarily via phone support through the ACD system.
5. Managing multiple priorities to meet service level agreements and deadlines.
6. Evaluating and communicating the impact of changes on systems, procedures, and workflows.
7. Developing support documentation and user references for operating systems and Microsoft Office applications.
8. Maintaining up-to-date technical knowledge of hardware and software troubleshooting.
9. Supporting policy and claim administration through web-based applications.
10. Modifying and maintaining end-user application security.
11. Communicating with external vendors regarding software and hardware issues.

Work Environment & Compensation:

This role is typically during normal business hours on a hybrid onsite/remote schedule (Monday - Friday, 8 am - 5 pm). It is a fully onsite position in Grand Rapids, MI.

Pay Range: $16.00 - $22.00/hour, with benefits including medical, dental, vision from day one, and other benefits such as 401(k), life insurance, disability, HSA, and more.

Application Process:

Send your updated resume and contact information to [e-mail]. The application deadline is May 14, 2025.

About TEKsystems:

We are a leading provider of business and technology services, working with over 6,000 customers including 80% of the Fortune 500. We focus on strategy, design, execution, and operations to deliver business value.

TEKsystems and TEKsystems Global Services are part of Allegis Group. We are an equal opportunity employer, considering all applications regardless of race, sex, age, or other protected characteristics.