IT Support Technician
About The Position
The IT Support Technician provides Tier 1 technical support to end users in a fast-paced environment. The role involves troubleshooting hardware, software, network, and workstation issues; managing and resolving service requests and incidents; maintaining ticket documentation; and delivering excellent customer service. The position is a long-term contract opportunity with potential for extension, based in Grand Rapids, Michigan, and identified as hybrid. The pay range is $16.00–$18.00 per hour. Depending on eligibility, job classification, and length of employment, benefits for this temporary role may include medical, dental, and vision coverage; critical illness, accident, and hospital coverage; a 401(k) retirement plan; life insurance; short- and long-term disability; a Health Spending Account; transportation benefits; an Employee Assistance Program; and time off or leave such as PTO, vacation, or sick leave. The position is anticipated to close on October 14, 2026.
Requirements
- At least 2 years of Help Desk, Service Desk, or Technical Support experience.
- Experience troubleshooting hardware, software, and user issues.
- Strong customer service and communication skills.
- Experience working within a ticketing system.
- Associate degree in Information Technology or a related field, or equivalent experience.
- Ability to work effectively in a high-volume support environment.
Nice To Haves
- CompTIA A+, Security+, Cisco, or similar IT certifications.
- Experience supporting enterprise-level environments.
- Familiarity with IT service management processes and best practices.
- Experience with remote support tools and Microsoft-based environments.
- Strong troubleshooting and problem-solving abilities.
- Customer service mindset, attention to detail, and strong documentation skills.
- Dependability, adaptability, and a team-oriented approach.
- Ability to remain calm and professional while supporting users with technical challenges.
Responsibilities
- Provide Tier 1 technical support via phone, email, and ticketing systems.
- Log, prioritize, track, and resolve service requests and incidents.
- Troubleshoot hardware, software, network, and workstation issues.
- Perform initial diagnosis and escalate complex issues when necessary.
- Maintain accurate documentation within ticketing systems.
- Monitor and follow up on open tickets to ensure timely resolution.
- Support end users with technology-related questions and technical assistance.
- Meet established service levels and performance metrics.
- Participate in team meetings, training, and process improvement initiatives.
Benefits
- Medical, dental, and vision coverage
- Critical illness, accident, and hospital coverage
- 401(k) retirement plan with pre-tax and Roth post-tax contributions available
- Voluntary life and AD&D insurance for the employee and dependents
- Short- and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time off/leave, including PTO, vacation, or sick leave
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What This Job Offers
Career Level
Entry Level
Education Level
Associate degree
