IT Support Associate - Tech Service Desk Pro

High Street Insurance Partners; Grand Rapids (MI); On-site; USD 42,000 - 64,000; Full time

Job summary

Highstreet Insurance Partners is seeking an Associate, Technology Support to join our Grand Rapids team and help manage the company’s IT operations. You will perform first-line investigations for end-user issues, resolve requests, and maintain the Service Desk Knowledgebase.

The role requires strong communication and IT fundamentals, with 2+ years in a complex IT environment and a Bachelor’s in IT preferred. This on-site position supports multiple business units across HSIP.

Qualifications

• Bachelor’s Degree with an emphasis on Information Technology strongly preferred.
• 2+ years of Service Desk experience within a complex IT environment.
• Experience with using a Service Desk Ticketing System, triaging computer related issues, and taking the appropriate action.
• Strong experience with the Windows 10/11 operating systems.
• Experience in the creation and management of user accounts in Azure AD, Microsoft 365, and Exchange Online.
• Strong experience with Google Workspace and management of user accounts.
• Strong communication, writing, and documentation skills for contribution to the Service Desk Knowledgebase.
• Technical understanding of DNS, DHCP, AD, Print Management, Group Policy, SMTP, TCP/IP networking concepts and various associated technologies and platforms.

Responsibilities

• Provides first line investigation and diagnosis of end user computing issues delivered via Service Desk Ticketing System.
• Responds to a broad range of service requests for IT support and taking action to fulfill requests or provide resolution.
• Identify and diagnose issues and problems to prevent reoccurrence.
• Provides excellent customer service to problem resolution within established SLAs.
• Establishes strong working relationships with internal and external customers, ensuring customer satisfaction by responding to all service requests in a timely and professional manner.
• Contributes to Service Desk Knowledgebase.
• Identifies problems that may be affecting the enterprise and escalates when appropriate.
• Escalates, if needed, unresolved issues to a higher level of support.

Skills

Service Desk Experience

Windows 10/11

AzureAD/M365/Exchange

Google Workspace

DNS/DHCP/AD/GP

Communication

Documentation

Education

Bachelor’s Degree in Information Technology

Tools

Service Desk Ticketing System

Microsoft 365 Admin Center

Exchange Online Admin

Job description

Highstreet Insurance Partners is seeking an Associate, Technology Support to join our Grand Rapids team and help manage the company’s IT operations. You will perform first-line investigations for end-user issues, resolve requests, and maintain the Service Desk Knowledgebase.

The role requires strong communication and IT fundamentals, with 2+ years in a complex IT environment and a Bachelor’s in IT preferred. This on-site position supports multiple business units across HSIP.