IT Helpdesk Technician, Full-Time

Wedgwood Christian Services•Grand Rapids, MI

4d•$22 - $24•Onsite

About The Position

The IT Helpdesk Technician maintains and supports Wedgwood's computer, telecommunication, and audiovisual systems. This includes responding to and resolving helpdesk requests from staff, installing and configuring hardware and software, maintaining endpoints and A/V equipment, and keeping the organization’s IT asset inventory accurate and up to date. Strong customer service, thorough troubleshooting, and complete documentation are core expectations of this position. Beyond resolving individual issues, this technician is expected to notice patterns – recurring problems, new trends, chronic pain points – and bring them to the team’s attention. Suggestions for process improvements or new technologies are welcome and encouraged. Additional tasks will be assigned as needed to support the IT Department’s operations and goals.

Requirements

Experience in a helpdesk, desktop support, or IT support role.
Working knowledge of Windows operating system, Active Directory, Entra, Office365, Endpoint Manager and basic hardware and software troubleshooting.
Experience with a ticketing or incident management system.
Familiarity with IT asset management concepts and the discipline to maintain accurate records.
Strong written communication skills and a demonstrated ability to document work clearly and completely.
Methodical, patient approach to troubleshooting with a focus on root cause.
Reliable follow-through and the ability to manage multiple open issues independently.
Genuine customer service orientation – empathetic, composed, and professional with all staff regardless of the situation.
Subscription to the Statement of Faith of Wedgwood Christian Services and agreement with the goal, purpose and objectives of the agency.

Responsibilities

Serve as the primary point of contact for tier 1 IT support requests submitted via phone, email, chat, and in-person; handle every interaction with professionalism, patience, and ownership.
Acknowledge, triage, and prioritize incoming tickets promptly; set accurate expectations and follow through to resolution without needing to be chased.
Diagnose and resolve hardware, software, connectivity, and account access issues through methodical troubleshooting focused on root cause, not just symptom relief.
Follow up on open tickets proactively and confirm resolution with the end user before closing any case.
Support the day-to-day health of the organization’s endpoint environment, including desktops, laptops, mobile devices, and peripherals; assist with imaging, provisioning, and deployment of new and replacement devices.
Maintain and support audiovisual equipment in conference rooms and common spaces, including displays, video conferencing systems, and presentation hardware; respond to A/V issues promptly to minimize disruption to meetings and events.
Maintain the IT asset management system with strict accuracy, ensuring all hardware and software assets are properly recorded and tracked from procurement through retirement; conduct periodic audits and coordinate asset disposition in accordance with organizational policy.
Document every resolved issue completely – symptoms, steps taken, root cause, and resolution – written so any team member can act on it without follow-up.
Author and maintain knowledge base articles, how-to guides, and troubleshooting references; monitor the AI-assisted helpdesk tool’s responses over time and update knowledge base content to improve accuracy.
Identify and communicate new, recurring, or chronic issues to the IT team so patterns are visible and can be addressed.
Perform other duties as assigned in support of the IT Department’s operations and goals.