IT Helpdesk Support Technician

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

Job summary

A technology solutions provider in Grand Rapids, MI, is seeking technicians for their IT Helpdesk Team. This role involves providing Level 1 and Level 2 support, troubleshooting hardware and software issues in a hybrid environment. Candidates should be capable of managing high call volumes and possess strong communication skills. Competitive pay ranging from $16.00 to $22.00 per hour, with benefits from day one.

Benefits

Medical coverage

Dental coverage

Vision coverage

Paid time off

401(k) plan

Qualifications

• Strong technicians needed for Level 1 and Level 2 Helpdesk support.
• Experience handling high call volumes in a fast-paced environment.
• Ability to document requests accurately and follow procedures.

Responsibilities

• Document client requests in the ITSM Incident System.
• Provide internal and external support to customers and agents.
• Triage and troubleshoot client computing devices.

Skills

Troubleshooting hardware and software

Excellent communication skills

Ability to manage multiple priorities

Knowledge of Windows 10/11

Job description

One of TEKsystems Healthcare's clients is seeking multiple qualified candidates to support their IT Helpdesk Team. The client is currently undergoing a Digital Transformation initiative, updating and replacing many IT systems and core applications to enhance customer experience. This growth-oriented environment requires strong technicians to provide Level 1 and Level 2 Helpdesk phone support within a Windows Devices enterprise environment.

These roles are high-paced, and the client seeks candidates capable of handling a high volume of calls. This position offers an excellent opportunity for individuals looking to grow their skills in IT support and advance their careers. The role is a first shift opportunity.

*Please apply if you're interested in learning more about this opportunity.*

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 determining severity and impact based on documented procedures.
2. Provide internal support to enterprise customers and external support to agents and policyholders.
3. Triage and troubleshoot client computing devices and peripherals, including mobile devices, tablets, printers, cameras, projectors, on Windows 10/11.
4. Assist with and resolve call incidents via the ACD/phone system queue.
5. Manage multiple priorities to meet service level agreements and deadlines in a high-volume environment.
6. Evaluate and communicate the impact of changes on information systems, procedures, and workflows.
7. Create support documentation and user references for various applications and operating systems.
8. Maintain up-to-date knowledge of hardware and software troubleshooting.
9. Assist users with web-based applications for policy and claim administration.
10. Manage application security settings for end-users.
11. Coordinate with external vendors regarding hardware and software issues.

Work Environment:

This position is primarily during normal working hours on a hybrid schedule (Monday - Friday, 8 am - 5 pm), supporting both onsite and remote users in Grand Rapids, MI.

Pay and Benefits:

The pay range is $16.00 - $22.00 per hour, with benefits including medical, dental, and vision coverage from day one. Additional benefits may include critical illness, accident, hospital plans, 401(k), life insurance, disability, HSA, transportation benefits, employee assistance, and paid time off.

Interested candidates should send their updated resume and contact information to: [e-mail].

Application Deadline:

August 13, 2025.

About TEKsystems:

We are partners in transformation, helping clients leverage new opportunities through technology and talent solutions. With 80,000 employees working with over 6,000 clients, including 80% of the Fortune 500, we operate across North America, Europe, and Asia. TEKsystems is part of Allegis Group.

We are an equal opportunity employer, considering all applications regardless of race, sex, age, or other protected characteristics.