Service Desk - Technician (Level 1)

Grit Technologies; Grand Rapids (MI); On-site; USD 42,000 - 54,000; Full time

Job summary

Grit Technologies in Grand Rapids is seeking a Service Desk Level 1 Technician to handle first-level support for desktop, server, and network issues. This entry-level role emphasizes clear communication, timely ticketing, and adherence to documented procedures. Training will cover ITGlue and ConnectWise Manage workflows.

The position involves remote and on-site tasks, with potential overtime, weekend shifts, and on-call duty as needed to meet KPIs and service level targets.

Qualifications

• High school diploma or equivalent required; no certifications needed.
• Experience with Windows desktop operating systems is required.
• Understanding of TCP/IP, IPv4, DNS, and DHCP and troubleshooting Internet connectivity.
• Experience with Terminal Services.
• Understanding of switches, hubs, patch panels and network connectivity.
• Working knowledge of Wireless Technologies.
• Strong organization and multitasking abilities.
• Excellent communication and customer-service orientation.

Responsibilities

• Answer Help Desk phones to provide Level 1 remote phone support.
• Log, document, and track incidents within ConnectWise Manage.
• Track and record time worked daily in ConnectWise Manage (at least 8 hours).
• Monitor and hit weekly KPIs.
• Occasionally be on call and/or work overtime, holidays, and weekends.
• Provide Level 1 Support for the Professional Service team as assigned.
• Communicate with end users and set appropriate expectations on service tickets.
• Pay close attention to detail during technically detailed tasks.
• Deal effectively with stressful situations.
• Audit documentation and toolsets as outlined by Service Desk Manager (e.g., Spam Filter True-up, Office 365 True-up, ConnectWise Manage Contacts True-up, ITGlue review/update).

Skills

Windows OS experience

DNS/IP/TCPIP

Terminal Services

Networking basics

Wireless technologies

Communication skills

Organization and multitasking

Education

High school diploma or equivalent

Tools

ConnectWise Manage

ITGlue

Job description

General Summary:

The Service Desk Level 1 Technician is responsible for handling first level support of service requests in a professional and timely manner. This relates to all technology, to include: workstations, servers, printers, networks, and vendor specific hardware and software. Service Desk Level 1 Technicians are typically entry level with less than one year of experience. This person is a good communicator and should be prompt and/or know the importance of communicating ETAs to clients. Most importantly, this person should be eager to learn while following prescribed procedures.

Position Responsibilities:

• Answer Help Desk phones to provide Level 1 remote phone support
• Log, document, and track incidents within ConnectWise Manage
• Track and record time worked throughout the day within ConnectWise Manage accounting for at least 8 hours daily
• Monitor and hit weekly KPIs
• Willing to occasionally be on call and/or work overtime, holidays, and weekends
• Provide Level 1 Support for the Professional Service team as assigned
• Communicate with end users and set appropriate expectations on service tickets
• Ability to pay close attention to detail while performing technically detailed tasks
• Ability to deal effectively with stressful situations
• Audit documentation & toolsets as outlined by Service Desk Manager
  • Spam Filter True-up
  • Office 365 True-up
  • ConnectWise Manage Contacts True-up
  • ITGlue review/update

Knowledge, Skills, and Abilities:

• Experience required with Windows desktop operating systems
• Mac OS is not required but a plus
• Understanding of TCP/IP, IPV4, DNS, & DHCP and troubleshooting Internet connectivity
• Experience with Terminal Services
• Understanding of relationship between switches, hubs, patch panels and connecting nodes to a network
• Working Knowledge of Wireless Technologies
• Organization and multi-tasking skills

Credentials and Experience:

• High school diploma or equivalent
• New hire with no certifications
• Eager to learn
• Takes direction from Engineers/Technicians