IT Help Desk - Support Specialist

We are seeking a motivated, customer service-oriented person to join our IT Operations Team. The ideal candidate will enjoy helping people in-person and over the phone to provide front line technical support. You will be working in a fast paced and team-oriented environment in a growing family-owned company. This position will be based primarily at our Reed City, Michigan location, with a Monday-Friday schedule.

Knowledge and experience in the following functional areas are desired:

• Must have a willingness and desire to learn.

• Work with IT Operations as a valued member of that team.

• Provide primary frontline technical support on-site/phone/help desk.

• Assist with the setup of new users for office equipment (physical setup of computers, docking stations, phones).

• Work in our Help Desk system, tracking requests, entering notes, conversations, and documenting progress. Following all required processes and procedures.

• Resolve most break-fixes, routing ones that require in-depth network, system, or developer involvement to the appropriate technicians.

• Route all non-break-fix help requests for approvals and assign to technicians once approval has been received.

• Document processes and procedures in our Knowledge Base.

• Experience with Active Directory Users & Groups helpful.

• Troubleshooting printer issues, and ordering/maintaining an inventory of printer supplies on hand.

• Submit service requests for copier/printer maintenance or repair as needed.

• Creating and maintaining process documentation regarding all of the above. Continuously looking for ways to improve and streamline the process.

• Be a positive, contributing member of the IT Operations team and of the IT Team as a whole. Be a team player and be willing to assist the team with various tasks & activities as needed.

• Represent Utility Supply and Construction at meetings and conferences as called upon.

Requirements

• Must have experience providing customer service in IT.

• Must have a willingness and desire to learn.

• 2+ years of experience with Help Desk or related experience is preferred.

• Bachelor's degree in related field preferred.

• Strong communication and troubleshooting skills.

• Proficient with Microsoft Office programs including Outlook, Word, and Excel.

• Strong customer service skills.