IT Support Technician Co-op

PCS Company•Fraser, MI

20h

About The Position

The IT Support Technician Co-op will provide front-line help desk support to users while gaining hands-on experience in troubleshooting hardware, software, and network-related issues. This role offers the opportunity to develop technical, problem-solving, and customer service skills through real-world IT support activities under the guidance of experienced IT professionals.

Requirements

Strong interpersonal, oral and written communication skills.
Strong organizational skills and attention to detail.
Basic knowledge of PC hardware, Microsoft Office applications, and Microsoft Windows operating systems.
Ability to follow documented procedures and troubleshoot using knowledge base resources.
Integrity with ability to keep information confidential.

Nice To Haves

Currently pursuing a degree or certificate in Information Technology preferred.
Associate degree in Information Technology preferred.
A+ certification preferred.
1–2 years of technical support or customer service experience preferred.

Responsibilities

Receive and prioritize trouble tickets, calls and emails from users. Create and manage trouble tickets ensuring all issues are tracked and resolved.
Troubleshoot and resolve basic technical problems including login issues, printer problems, and standard application support.
Escalate unresolved or complex issues to appropriate IT personnel.
Provide end-user guidance on proper use of systems, applications, and equipment.
Document all incidents, requests, and resolutions accurately in the ticketing system.
Maintain clear communication with users regarding issue status and resolution timelines.
Ensure tickets are updated, categorized, and closed in accordance with IT standards.
Assist with basic PC setup, peripheral installation, and equipment swaps as needed.
Keep management informed of recurring issues, trends, or significant user-impacting problems.
Participate in team meetings and training as required.
Cross training as required by management.
Perform other duties as assigned.