Help Desk Technician II
HybridGrand Rapids, Michigan, United States
Job Summary
The Help Desk Technician II provides first-level end-user support for IT issues including workstation, printer, and phone problems, acting as the single point of contact to assist clients in leveraging technology, escalate unresolved items, and ensure adherence to customer standards. Responsibilities include managing the help desk ticketing system, configuring and deploying workstations/telephones/printers, troubleshooting hardware/software problems, handling routine issues via phone, applying software/hardware knowledge to resolve user problems, collaborating with team to escalate and fix ongoing issues, installing/testing systems and software, provisioning new employees, managing mobile plans, staying current with emerging IT trends, and providing on-call support as needed. A associate or bachelor’s degree is highly preferred and 3-4+ years of related IT experience are expected with 1-2+ years in a help desk role; strong technical and customer-service skills are essential.
Required Qualifications
- 3-4+ years of related experience
- 1-2+ years’ experience in a help desk technician role
- Associate or bachelor’s degree highly preferred
- Strong knowledge of operating systems, networks, and hardware/software
- Excellent communication skills
- Ability to diagnose and resolve complex computer/software issues
- Keen attention to detail
- Customer experience required
- Travel: 10%
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