IT Service Desk Technician

ACME ELECTRIC MOTOR•Grand Forks, ND

4d•Onsite

About The Position

Our IT team at Acme Tools is growing! Do you have an enthusiastic personality and are looking to pursue a career in the IT field? Are you a tech-savvy go-getter who enjoys helping others solve and troubleshoot problems? If so, do your best work with Acme Tools as a IT Service Desk Technician! About Acme Tools: Acme Tools was founded as Acme Electric Motor in 1948 and continues to be a family-owned operation with over 600 team Acme members across North Dakota, Minnesota, and Iowa. In 1999, Tool Crib of the North, Acme’s catalog, and internet division, was acquired by Amazon.com. After rebranding as Acme Tools, we are now one of the premier retailers of tools and equipment online within the United States. We pride ourselves on having a growing, innovative eCommerce department with a start-up like atmosphere, which will allow you to create and execute strategies with freedom and approach projects in creative ways.

Requirements

Excellent verbal and written communication skills with a strong customer service mindset.
Strong troubleshooting, analytical, and critical thinking skills.
Ability to prioritize multiple tasks while working effectively in a fast-paced environment.
Ability to research, learn, and apply new technologies independently.
Strong organizational skills and attention to detail.
Ability to work both independently and collaboratively within a team environment.
Commitment to professionalism, accountability, and continuous improvement.

Nice To Haves

Previous experience in an IT Service Desk, Help Desk, technical support, or customer service role.
Associate's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
Experience with Microsoft 365 applications including Outlook, Teams, OneDrive, and Office.
Experience using Active Directory, Microsoft Entra ID (Azure AD), or similar user management platforms.

Responsibilities

Provide first-level technical support to employees for hardware, software, mobile devices, printers, and business applications through phone, email, remote support, and in-person assistance.
Troubleshoot and resolve a wide variety of technical issues while delivering exceptional customer service and maintaining a positive user experience.
Escalate complex or unresolved issues to the appropriate IT teams as needed.
Record, update, and manage all incidents, service requests, and resolutions within the IT Service Management (ITSM) system, ensuring accurate and complete documentation.
Prioritize, organize, and manage assigned work to meet established Service Level Agreements (SLAs) and department objectives.
Install, configure, deploy, and support desktops, laptops, printers, monitors, mobile devices, and peripheral equipment.
Support Microsoft Windows, macOS, Microsoft 365, standard business applications, and endpoint devices.
Assist with user account administration, password resets, multi-factor authentication (MFA), and access requests following established security procedures.
Create, maintain, and improve knowledge base articles and technical documentation to support consistent issue resolution and self-service resources.
Participate in workstation deployments, hardware refreshes, equipment inventory, and asset lifecycle management.
Collaborate with Infrastructure, Applications, and Programming teams to resolve issues and support IT projects.
Maintain proactive communication with end users by providing timely updates and managing expectations throughout the support process.
Identify recurring issues and recommend process improvements to increase efficiency and improve the overall customer experience.
Assist in maintaining a safe and secure work environment by following company safety standards, IT security policies, and reporting any suspicious activity.
Perform additional duties and special projects as assigned.