Information Technology Tier 1 Help Desk Specialist

Pridgeon & Clay Inc • Grand Rapids, MI

7d

About The Position

The Information Technology Tier 1 Help Desk Specialist provides essential end-user support to internal staff by phone, through remote management, and in person. The position handles help desk requests, provides Level 1 computer support, maintains technology and asset records, and assists with computer builds and hardware and software troubleshooting. The specialist also maintains IT knowledge-base instructions, completes projects, and communicates progress to IT leadership while contributing to cross-functional teamwork and company policies and values.

Requirements

• High school diploma or equivalent experience.
• Enrollment in a degree or certification program in Information Technology or a related field.
• 1 to 2 years of experience working with personal computers in a technical or desktop support capacity.
• Proficiency in Microsoft Office, including Word, Excel, Project, and PowerPoint.
• Ability and desire to work in a team-based environment.
• Excellent communication and leadership skills.
• Outstanding work record, including attendance.

Nice To Haves

• Completed coursework in Information Technology.
• Previous experience troubleshooting and configuring hardware and software in a corporate computing environment.
• Customer service experience.

Responsibilities

• Respond to end-user support requests through the help desk call line, walk-ups, and online submissions.
• Log incoming calls and user requests in the help desk software and update action items as team priorities change.
• Perform preventative maintenance on technology at the Grand Rapids facilities.
• Provide Level 1 computer support remotely and onsite to all locations as needed.
• Develop and maintain asset-management tracking.
• Build and rebuild computers, including installing software packages for company deployment.
• Assist with installation, troubleshooting, and maintenance of hardware, including cabling, printers, conference-room computers, video equipment, scanners, and two-way radios.
• Perform data analysis, metric tracking, and project management as needed.
• Develop and maintain work instructions for the IT knowledge base.
• Maintain an efficient personal work area and 5S zone, as well as the department work area.
• Complete projects within agreed time periods and provide IT leadership with regular updates on project, help desk, and troubleshooting progress.
• Contribute to cross-functional SCRUM teams and support coworkers.
• Provide coworkers and management with necessary, accurate, and timely information and feedback.
• Maintain appropriate attendance and work the hours necessary to perform the job.
• Follow company policies and procedures, including ISO, TS16949, and safety regulations.
• Accept instructions and duties positively and perform other activities as directed by IT leadership.
• Treat coworkers with dignity and respect and demonstrate professionalism, integrity, and a positive attitude.
• Support company values through daily actions.

Benefits

• Competitive total compensation.
• Comprehensive benefit plan, including medical and prescription coverage, with employee coverage starting at $5.00 per week.
• Dental coverage.
• Vision coverage.
• 401(k) with company match.
• Tuition reimbursement.
• Safe, team-oriented work environment.
• Positive work/life balance.
• Opportunity for career growth and promotion from within.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED