Help Desk Technician

Atonne Group Inc • Grand Rapids, MI

2d

About The Position

Atonne Technology Services is seeking a reliable, customer-focused Help Desk Technician to provide technical support and assistance to end users. The technician troubleshoots hardware and software issues, resolves technical problems, and supports system performance and security while delivering exceptional customer service. This is a full-time, hourly position in the Information Technology department, reporting to the IT Manager or Team Lead.

The role serves as a central contact for technical support requests and supports users, business-line applications, and services across multiple companies. The technician documents incidents, resolutions, procedures, and assets; coordinates with vendors; escalates complex issues; and provides user training. The position includes participation in a rotating on-call schedule and local travel to locations across West Michigan. Work hours may periodically adjust between 8:00 a.m.–5:00 p.m. and 6:30 a.m.–3:30 p.m. based on customer needs.

Requirements

• Associate’s degree in Information Technology, Computer Science, or a related field, or equivalent experience.
• At least 1 year of IT help desk or technical support experience.
• Experience with ticketing systems.
• Knowledge and hands-on experience with Active Directory and Microsoft Entra.
• Familiarity with basic networking concepts, including TCP/IP, DNS, and DHCP.
• Experience with Microsoft 365 or similar productivity suites.
• Strong troubleshooting and problem-solving skills.
• Excellent written and verbal communication skills.
• Excellent customer service skills.
• Strong attention to detail.
• Ability to prioritize and manage multiple tasks.
• Patience and professionalism under pressure.
• Team-oriented mindset.
• Ability to perform essential job functions with reasonable accommodations.
• Ability to lift and carry systems equipment weighing up to 50 lb.

Nice To Haves

• Two or more years of IT help desk or technical support experience.
• Experience with ConnectWise PSA.
• Equivalent experience in place of an associate’s degree.

Responsibilities

• Serve as the central point of contact for technical support requests received by phone, email, and ticketing system.
• Diagnose and troubleshoot hardware, software, network, and peripheral issues.
• Manage Active Directory user and group accounts, including provisioning, deprovisioning, access control updates, and credential resets.
• Manage Microsoft Office 365 license provisioning.
• Administer Microsoft Entra, including identity management, MFA configuration, and authentication troubleshooting.
• Support business-line applications and services across multiple companies and coordinate with vendors on technical issues.
• Record incidents, resolutions, and standard procedures in the IT ticketing system.
• Escalate complex issues to appropriate IT team members.
• Write technical and procedural documentation for internal systems control and user manuals; provide one-on-one or small-group user training.
• Maintain system documentation, procedures, and asset inventories.
• Provide exceptional customer service to customers and stakeholders.
• Manage the ticket board and provide timely service and support within SLAs.
• Participate in a rotating on-call schedule and support problem, incident, and change management standards and procedures.
• Develop technical and business proficiency through education, research, work assignments, and technical or user group participation; apply learning and share knowledge.
• Complete other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree