IT Help Desk - Support Specialist

Utility Supply and Construction Company•Reed City, MI

23h•Onsite

About The Position

We are seeking a motivated, customer service-oriented person to join our IT Operations Team. The ideal candidate will enjoy helping people in-person and over the phone to provide front line technical support. You will be working in a fast paced and team-oriented environment in a growing family-owned company. This position will be based primarily at our Reed City, Michigan location, with a Monday-Friday schedule.

Requirements

Must have experience providing customer service in IT.
Must have a willingness and desire to learn.
Strong communication and troubleshooting skills.
Proficient with Microsoft Office programs including Outlook, Word, and Excel.
Strong customer service skills.

Nice To Haves

Knowledge and experience in the following functional areas are desired.
Experience with Active Directory Users & Groups helpful.
2+ years of experience with Help Desk or related experience is preferred.
Bachelor's degree in related field preferred.

Responsibilities

Provide primary frontline technical support on-site/phone/help desk.
Assist with the setup of new users for office equipment (physical setup of computers, docking stations, phones).
Work in our Help Desk system, tracking requests, entering notes, conversations, and documenting progress.
Following all required processes and procedures.
Resolve most break-fixes, routing ones that require in-depth network, system, or developer involvement to the appropriate technicians.
Route all non-break-fix help requests for approvals and assign to technicians once approval has been received.
Document processes and procedures in our Knowledge Base.
Troubleshooting printer issues, and ordering/maintaining an inventory of printer supplies on hand.
Submit service requests for copier/printer maintenance or repair as needed.
Creating and maintaining process documentation regarding all of the above.
Continuously looking for ways to improve and streamline the process.
Be a positive, contributing member of the IT Operations team and of the IT Team as a whole.
Be a team player and be willing to assist the team with various tasks & activities as needed.
Represent Utility Supply and Construction at meetings and conferences as called upon.