Help Desk Specialist

Job Title: Help Desk Specialist
Location: Grand Rapids, MI (Onsite)
Job Type: Permanent | Full-Time
Salary: $45,000-$55,000

About the Role: We are seeking a proactive and customer-focused Help Desk Specialist in Grand Rapids, MI. The ideal candidate will have a minimum of one year of help desk or support experience, excellent problem-solving skills, and the ability to work independently. This position will involve providing remote and onsite technical support, troubleshooting, and maintaining IT systems critical to our operations.

Key Responsibilities of the Help Desk Specialist:

• Provide Tier 1 technical support for end-users, both remotely and onsite.
• Utilize tools such as Screen Connect to assist users remotely.
• Troubleshoot and resolve issues related to the MS Office Suite, hardware, software, and peripheral devices.
• Support users with ConnectWise and other relevant systems.
• Maintain a positive, customer-first attitude while handling inquiries, ensuring a friendly "how can I help you?" approach to problem resolution.
• Document issues, resolutions, and other relevant information using ConnectWise.
• Escalate complex issues to the appropriate team as necessary.

• 1+ years of help desk or technical support experience.
• Experience with remote help desk tools such as Screen Connect.
• Proficiency in ConnectWise for ticketing and remote management.
• Strong working knowledge of the MS Office Suite (Word, Excel, Outlook, PowerPoint).
• Excellent interpersonal and communication skills, with a strong customer service orientation.
• Ability to work independently with minimal supervision, exhibiting strong problem-solving skills.

• Experience with low voltage cabling.
• Knowledge of Windows Server, Active Directory, and Group Policy.
• Familiarity with MS 365 Admin Portal, Intune, and Exchange Online.
• Experience with security software such as Sophos.
• Knowledge of Ubiquiti networking equipment.
• Experience with Remote Monitoring and Management (RMM) platforms and ConnectWise.

• Medical, Dental, and Vision Insurance [eligible day one].
• 2 weeks PTO + sick time.
• Annual merit increases.
• 401k w/match.