Senior Help Desk Technician: Fast, End-User IT Support

There's Only One Place; Grand Rapids (MI); On-site; USD 52,000 - 73,000; Full time

Job summary

There’s Only One Place in Grand Rapids, MI is seeking a Help Desk Technician II to deliver first-line IT support for end-users. You’ll diagnose hardware and software issues, configure workstations, and escalate complex problems to senior staff while maintaining excellent customer service.

Ideal candidates have 3–4+ years in a help desk role, strong knowledge of Windows, networks, and security basics, and solid communication skills. Travel is around 10% as needed.

Qualifications

• 3-4+ years of related experience in a help desk role.
• Strong knowledge of Windows operating systems and networks.
• Excellent communication and customer service skills.
• Ability to diagnose and resolve complex computer/software issues.

Responsibilities

• Provide first-level end-user support for IT issues (workstations, phones, printers).
• Manage help desk ticketing system and route incidents appropriately.
• Install and configure new workstations, phones, printers, and related IT equipment.
• Troubleshoot hardware and software issues and provide viable solutions.
• Escalate unresolved issues to next level as needed.
• Document calls and issues to identify patterns and inform improvements.

Skills

Customer service

Communication

Problem solving

Attention to detail

Pattern recognition

Diagnostics

Education

Associate or Bachelor's degree

Tools

Windows OS

Cisco networks

Mobile apps

Endpoints

Job description

There’s Only One Place in Grand Rapids, MI is seeking a Help Desk Technician II to deliver first-line IT support for end-users. You’ll diagnose hardware and software issues, configure workstations, and escalate complex problems to senior staff while maintaining excellent customer service.

Ideal candidates have 3–4+ years in a help desk role, strong knowledge of Windows, networks, and security basics, and solid communication skills. Travel is around 10% as needed.