Information Technology Tier I Help Desk Specialist

Pridgeon & Clay • Grand Rapids, MI

6d

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 role supports users and technology across company locations, with preventive maintenance specified for the Grand Rapids facilities. The specialist also maintains asset records, builds and rebuilds computers, installs software, supports hardware, tracks metrics and projects, and contributes to IT documentation and cross-functional teamwork. The position requires professionalism, reliable attendance, adherence to company policies and safety regulations, and timely communication with coworkers and IT leadership.

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 or 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 existing action items as team priorities change.
• Perform preventive maintenance on technology at the Grand Rapids facilities.
• Provide Level 1 computer support remotely and on site to company locations as necessary.
• 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.
• Keep personal work areas and the department organized and efficient, including the 5S zone.
• Complete projects within agreed time periods and provide regular progress updates to IT leadership.
• Contribute to cross-functional SCRUM teams and provide accurate, timely feedback to coworkers and management.
• Maintain appropriate attendance, work the hours necessary to perform the job, and follow company policies and procedures, including ISO, TS16949, and safety regulations.
• Accept instructions and duties positively, treat coworkers with dignity and respect, and model professionalism, integrity, and a positive attitude.
• Support company values through daily actions and perform other activities as directed by IT leadership.

Benefits

• Competitive total compensation.
• Comprehensive benefit plan, including premium medical and prescription coverage starting at $5.00 per week for employee coverage.
• Dental coverage.
• Vision coverage.
• 401(k) with company match.
• Tuition reimbursement.
• Safe, team-oriented work environment.
• Leadership team that values employee input.
• Opportunity to participate in continuous improvement and problem-solving events.
• Positive work/life balance.
• Opportunity for career growth; over 70% of leaders have been promoted from within.

What This Job Offers

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