Help Desk Technician

Rhino Tool House•Livonia, MI

6d•$50,000 - $70,000

About The Position

The Help Desk Technician is the first point of contact for technology support across the organization. The role resolves user issues promptly and courteously, helps employees remain productive, and escalates complex problems to the appropriate team. The technician supports system security and consistency by following established processes and documenting findings. The position provides support for hardware, software, networks, user accounts, devices, and peripherals. It also assists with technology administration, security and compliance, documentation, and coordination with IT colleagues and external providers. The role may require limited travel between company locations.

Requirements

Strong customer service, teamwork, and communication skills.
Strong troubleshooting and problem-solving skills.
Working knowledge of the Windows operating system and common business applications.
Ability to use PowerShell scripting for Intune, including deploying scripts and remediations to managed devices.
Basic understanding of networking concepts such as TCP/IP, DNS, DHCP, and Wi-Fi.
Ability to lift up to 40 pounds and work at multiple company locations as needed.
High school diploma or equivalent.
At least 1 year of experience in a help desk, desktop support, or similar IT role, or equivalent education.
Proof of eligibility to work in the U.S.
Ability to handle confidential information responsibly.

Nice To Haves

Familiarity with Microsoft 365, Entra ID (Azure AD), Exchange Online, and Intune.
Experience with a ticketing or service management system.
An associate's degree or technical certification, such as CompTIA A+, in Information Technology or a related field.

Responsibilities

Serve as the first point of contact for employee technology requests and incidents by phone, email, chat, and in person.
Diagnose and resolve hardware, software, network, and account issues involving desktops, laptops, mobile devices, and printers.
Provide account support, including password resets, multi-factor authentication enrollment, and access requests.
Escalate unresolved or complex issues to senior IT staff or vendors with clear, complete documentation.
Follow up with users to confirm issues are resolved.
Set up, configure, and deploy computers, mobile devices, and peripherals.
Onboard and offboard users, including account creation, license assignment, and equipment handling.
Assist with software installation, patching, and updates using endpoint management tools.
Maintain accurate hardware and software inventory records.
Support conference rooms, collaboration tools, and audio/visual equipment.
Follow IT security policies and procedures when handling accounts, devices, and data.
Recognize and promptly report suspected phishing, malware, and other security incidents.
Support security awareness efforts and help users practice safe computing.
Log, track, and prioritize requests in the ticketing system, keeping records current and accurate.
Create and update knowledge base articles and how-to guides.
Identify recurring issues and recommend improvements to reduce future support requests.
Communicate clearly and patiently with users of all technical skill levels.
Work with IT team members and company locations to share knowledge and coordinate support.
Coordinate with external vendors and service providers as needed.