IT Support Technician

IT Support Technician

Onsite in Grand Rapids OR Remote from Lakeshore (Holland/Grand Haven area)

$55-75k ($50-60k salary + phone stipend and mileage)

General Summary:

The IT Support Technician is responsible for maintaining customer service levels while ensuring the effective use of technical resources through the daily scheduling and coordination of service requests. This position is a junior-to-intermediate level support role that provides exposure to a wide variety of IT systems and end-user technologies. The ideal candidate is motivated to learn, comfortable interacting with customers, and capable of balancing routine operational duties with unexpected technical challenges.

This role involves triaging and resolving front-line help desk requests, remoting in for systems support, traveling to customer sites for desktop support, monitoring alerts, and handling entry-level systems and network administration tasks.

Key Duties & Responsibilities:

• Act as the first point of contact for incoming support requests, ensuring timely resolution or escalation.
• Assign service requests to technical resources and track progress to completion.
• Provide remote systems support and on-site desktop assistance at customer locations.
• Maintain customer service standards, focusing on responsiveness, clear communication, and issue resolution.
• Perform day-to-day troubleshooting of desktops, laptops, printers, conferencing equipment, and other peripherals.
• Support imaging, configuring, and deployment of devices for end users.
• Provide user account administration (email, phone, voicemail, permissions, etc.).
• Assist with system monitoring, responding to alerts, and performing routine maintenance tasks.
• Carry out backup checks, patch reviews, and firmware updates as scheduled.
• Support project installations, new equipment preparation, and periodic site visits as required.
• Document solutions and contribute to the development of an internal knowledge base.
• Help enforce IT security standards and recommend improvements to systems or processes.

Technologies Used:

Microsoft Office 365, Windows desktop and server environments, Mac OS, backup and monitoring systems, virtualization platforms, and various collaboration/peripheral technologies.

Qualifications:

• 3-5 years of experience in Information Technology.
• Previous experience in a help desk, desktop support, or junior systems/network administration role.
• Strong communication, documentation, and interpersonal skills.
• Ability to work effectively in both team-based and independent settings.
• Technically curious, eager to learn, and adaptable to new technologies.
• Customer-focused, organized, and able to manage multiple priorities in a fast-paced environment.

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