IT Support Technician

About the Role

The company is seeking a full-time IT Support Technician based in Grand Rapids, Michigan. This role serves as the first point of contact for technical support, helping employees access and use the technology they need to work efficiently across office and branch locations.

Key Responsibilities

• Serve as the primary contact for IT support requests and technical inquiries, providing timely responses and resolving issues efficiently.
• Troubleshoot technical problems using standard operating procedures (SOPs) and escalate complex cases with clear documentation.
• Assist remote and onsite employees with connectivity, software access, and device setup to minimize workflow disruptions.
• Provide onsite support for hardware deployments, maintenance, and troubleshooting at local branch locations as needed.
• Install, configure, and maintain workstations, laptops, peripherals, displays, docking stations, cameras, headsets, and network connections.
• Perform basic hardware repairs and coordinate with vendors for advanced troubleshooting and warranty support.
• Install and update software and handle basic configuration requests while ensuring compatibility with company systems.
• Manage user accounts, permissions, and security settings in accordance with established policies.
• Support employee onboarding and offboarding by setting up accounts, managing access, and deactivating accounts according to established procedures.
• Track and document support issues, identify recurring problems, recommend self-service solutions, and contribute to long-term fixes.
• Maintain current IT documentation, including processes, troubleshooting guides, and user instructions.
• Follow IT policies and contribute to process improvement initiatives that enhance efficiency and user experience.
• Manage IT supplies, consumables, and end-user equipment inventory, ensuring accurate records and timely replacement orders.
• Assist with communication systems, including VoIP phones and conference room equipment.
• Coordinate with vendors to escalate and resolve issues affecting users.
• Perform additional duties as assigned to support IT operations and business needs.
• Work overtime when required to support critical IT operations.

Requirements & Tech Stack

• Bachelor’s degree or equivalent work experience.
• Strong written and verbal communication skills.
• Ability to take initiative, work independently, and drive tasks through to completion.
• Strong problem-solving skills, curiosity, and willingness to learn.
• Ability to work collaboratively and maintain a positive, respectful, team-oriented approach.
• Ability to perform effectively in a fast-paced, goal-oriented environment.
• Proficiency in Microsoft Office applications, including Word, Excel, Outlook, and PowerPoint, is desired.
• Spanish and English bilingual communication skills are a plus.

Key Characteristics

• Grit: Demonstrates determination, initiative, persistence, and a positive attitude.
• Curiosity: Shows a willingness to learn, investigate issues, solve problems, and find practical solutions.
• Humility: Works collaboratively and treats colleagues and others with kindness and respect.

Job Details

• Employment Type: Full-time
• Compensation: Salary
• Location: Grand Rapids, Michigan