Sr. Help Desk Analyst| Grand Rapids, MI or Remote

US Signal Company, L.L.C.; Grand Rapids (MI); Hybrid; USD 63,000 - 85,000; Full time

Benefits offered by this job

Generous PTO and holidays

Medical, dental, vision benefits

401(k) retirement plan

Life insurance

Wellness program

Volunteer time off

Casual dress code

Job summary

US Signal is seeking a Sr. Help Desk Analyst to combine strong troubleshooting with genuine care for users. You will be the friendly voice for employees, supporting computers, devices, and peripherals, while partnering with System Administrators on AD, Exchange, and backup systems.

You will handle end-user support via phone, email, and ticketing, administer AD and VPN, and assist with deploying laptops. A collaborative team environment is offered with a comprehensive benefits package.

Qualifications

• 4+ years of experience desktop configuration and support of MS applications (Windows, Office, Outlook, antivirus, backup tools)
• Experience with desktop imaging, inventory, and reporting tools
• Experience supporting file servers and printers in a Microsoft Active Directory infrastructure
• Understanding of Networking/Security technologies (Ethernet, routers, switches, firewalls, VPN)

Responsibilities

• Support end users by phone, email, and ticketing system for PCs, mobile devices, phones, and printers; act as escalation point for Help Desk Analysts
• Handle user administration in Active Directory, VPN, Microsoft 365, and Exchange
• Configure and deploy laptops for new hires, manage cell phone plans/devices, guide new employees through core IT systems
• Collaborate with System Administrators to resolve technical issues and support enterprise applications
• Manage inventory, including receiving shipments and keeping asset tracking current

Skills

Desktop support

Windows OS

MS Office

Networking basics

Strategic thinking

Customer focus

Service orientation

Integrity

Education

Associates degree or 2+ years IT/InfoSec/CS

Tools

Active Directory

VPN

Microsoft 365

Exchange

Job description

Job Type

Full-time

Description

US Signal is a leading data center services provider, offering secure, reliable network, cloud hosting, colocation, data protection, and disaster recovery services - all powered by its expansive, robust fiber network. US Signal also helps customers optimize their IT resources through the provision of managed services and professional services.

Are you the person your team turns to when technology needs to just work? US Signal is looking for a Sr. Help Desk Analyst who combines strong technical troubleshooting skills with genuine care for the people they support. You will be the friendly, capable voice on the other end of the ticket, and the go-to resource for our Help Desk Analysts when issues need an extra level of expertise.

In this role, you will keep our employees productive by supporting their computers, mobile devices, and peripherals, while also partnering with our System Administrators on Active Directory, Microsoft Exchange, Veeam Backup and Replication, and other enterprise systems. If you enjoy solving problems, helping people, and being part of a team that takes IT seriously without taking itself too seriously, we would like to meet you.

What you'll do

• Support end users by phone, email, and ticketing system for PCs, mobile devices, phones, and printers, and serve as an escalation point for our Help Desk Analysts
• Handle user administration in Active Directory, VPN, Microsoft 365, and Exchange
• Configure and deploy laptops (PC and Mac) for new hires, manage our cell phone plans and devices, and guide new employees through our core IT systems
• Collaborate with System Administrators to elevate technical issues and support enterprise applications
• Manage inventory, including receiving shipments and keeping our asset tracking system current

Requirements

What you bring to the team:

• 4+ Years Experience desktop configuration and support of MS applications, including Windows, Office, Outlook, anti-virus software, PC backup software, and other vendor supplied applications and tools.
• Experience with desktop imaging, inventory, and reporting tools.
• Experience supporting, file servers, and printers in a Microsoft Active Director infrastructure.
• Understanding of Networking/Security technologies (Ethernet, routers, switches, firewalls, VPN, etc.).
• Simplify: Problem Solving, Strategic Thinking
• Put the Customer First: Customer Focus, Service Orientation
• Be Transparent: Integrity, Communication, Trustworthiness

Education:

• Associates Degree or 2+ Years Professional Experience Information Security or Computer Science

What We Offer:

In return for your hard work and commitment, you will enjoy a supportive and inclusive workplace, along with the following benefits:

• Generous paid time off policy, including vacation, and 10 paid holidays
• Competitive and comprehensive medical, dental, and vision benefits plans with Flexible Spending benefits including medical/dental expenses and dependent care
• 401(k) retirement plan with a generous contribution
• Group Term Life Insurance covered 100% by employer
• Wellness incentive to promote overall employee well-being
• Paid volunteer time
• Business casual dress code

Working Conditions and Physical Demands:

This position may be performed in either a standard office setting or a home office environment. It requires prolonged periods of sitting, frequent use of a computer and other office equipment, and effective time management in a self-directed work environment. Occasional lifting of items up to 25 pounds may be required.

All US Signal employees will comply with US Signal Information Security policies to ensure the confidentiality, integrity, and availability of US Signal and customer data. All employees are responsible to ensure actions comply with state and federal regulations and requirements.

We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas at this time.

US Signal is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

The anticipated salary range for this position is $63,000 to $85,000 per year depending on location, skills, experience, and other job-related factors. This role is also eligible for an annual performance-based bonus. Actual compensation will be determined based on a variety of factors, including but not limited to candidate qualifications, experience, geographic location, and internal equity.

Salary Description

$63,000 to $85,000