Purpose of Position:

We are seeking a Technical Support Specialist to join our Grand Rapids, Kalamazoo, Jackson, Schwartz Creek offices. This position will be responsible for working alongside the End User Computing and Infrastructure teams with the common goal of supporting the technology needs of dedicated customer and repairing service as quickly as possible in Kalamazoo, MI and the surrounding areas.

The Technical Support Specialist will provide onsite support to the local (home) office users as well as onsite and phone support to users in remote offices. The Technical Support Specialist will apply proven problem solving, customer service, and communication skills to help identify, communicate, and resolve end user issues. Travel is required to support multiple locations.

Summary of Essential Job Functions:

  • Provide desk side support for hands on issues

  • Provide phone support to users in onsite office location or remote locations

  • Familiarity with remote desktop support tools

  • Respond to requests and incidents by phone, email, support queue, on-site visits, or remote control sessions

  • Track and log all requests for desktop service into ticket tracking DB

  • Respond to end user within specified response SLA

  • Resolve incidents and service requests within the required SLA

  • Perform problem resolution research and document solutions

  • Escalate out of scope or unresolved tickets to appropriate IT personnel

  • Participate in technology implementations, both corporate wide and business-unit based

  • Perform Board-Room presentation setups

  • Replace failed phones, printers, network cables

  • Assist with company based software/hardware deployments

  • Maintain and track hardware inventory. 

  • Coordinate office needs with Regional IT Manager and/or local office managers

  • Replace failed hardware on desktop and laptop computers

  • Image laptops, desktops, and workstations

  • Setup/provisioning of New Hire equipment

  • Assist in LAN/WAN operations; including setup, support, documentation

  • Coordinate office/cubicle setup and moves

  • Installation and configuration of network printers

  • Monitor and implement company policies, procedures, and standards to ensure compliance is met

  • Operational knowledge of networking, telephone, and infrastructure concepts

  • Ability to handle job stress, interact effectively with others in the workplace, and act with honesty and composure in public

  • Management of contracts/vendors within the Information Technology space

  • Other duties as required

Required Skills:

  • 3-5 Years of experience in an IT support environment

  • A+ Certification & ITIL Foundations Certification (preferred)

  • Experience supporting Windows operating systems

  • Advanced software and hardware technical skills

  • Experience supporting networked environments

  • Experience supporting Apple computers

  • Excellent written and verbal communication skills

  • A strong candidate would be proactive, engaged, and personable.

  • Flexibility in work schedule – must be able to work overtime including availability for emergency support when needed

  • Strong organizational skills, ability to prioritize tasks

  • Ability to work with minimal supervision

  • Ability to deliver outstanding customer service

  • Ability to build relationships with the clients

  • Possess a strong self-starter attitude

  • Strong attention to detail; ability to document problems and solutions

  • Ability to deliver excellent customer service at all levels of the organization and with external partners

  • Possess strong organizational, time management and project management skills with a demonstrated ability to work both independently and within a team environment

  • Ability to communicate clearly and concisely, both orally and in writing

  • Advanced skills in Microsoft Office applications (MS Word, Excel, PowerPoint and Outlook)

  • Exhibit a high level of professionalism and excellent interpersonal skills

  • Strong relationship-building ability, proactive, results-oriented, and resourceful

  • Ability to meet deadlines without compromising accuracy, excellent product quality and attention to detail

  • Familiarity with Active Directory, DNS, Group Policy and DHCP

  • Proficiency within the Office 365 platform

  • Ability to manage vendors and vendor relationships

  • Familiarity with budgeting processes

If you enjoy working in an optimistic, energetic and dynamic work environment that emphasizes social as well as business interaction, then we invite you to apply.