Technical Support Specialist

This position requires being onsite Monday-Friday from 8am-5pm ET as well as traveling between our Grand Rapids offices (which are about 2 miles apart) as needed.

We are looking to add a Technical Support Specialist to our team! This position provides support to end users within Service Express for all technology needs. You can expect to interact with customers in person, remote, over the phone, or via email to learn about the need, work to resolve the issue, and provide follow up communication.

To be successful in this role, you must be able to adapt within a fast-paced and changing environment. It’s an opportunity to interface with all levels of employees including team members in our regional offices, our corporate office, and executive leadership.

Here's what this position is all about:

• Monitor and respond quickly and effectively to requests received through the IT Service Desk
• Provide timely and accurate technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
• Complete all support tickets in a timely and accurate manner; reduce second request submissions by ensuring best solution upon first attempt to resolve request
• Provide exceptional customer service and communication with customers while completing tickets
• Administer Wireless Carrier and Mobile Device Management support
• Serve as multi-tiered support for users as needed with hardware and software issues
• Deliver IT technology training to new employees during our onboarding process
• Perform asset and procurement management activities
• Provide support to phone systems and server administration; escalate, as necessary
• Provide end users with training on applicable hardware as needed to best support independence as appropriate
• Escalate issues to other team members as necessary to provide end users with best resolution possible
• Maintain and update documentation as required and appropriate to support sustainable technological initiatives for future business growth endeavors
• Continuously uphold IT Service Desk inventory to respond appropriately and timely to Service Desk requests which require new or replacement product availability; monitor costs and product depreciation
• Set up new hires and new users as requested; train new users on basic daily usage to access required information to meet position standards and access general companywide information, i.e. e-mail, phone, employee directory
• Establish and maintain relationships with external vendors used for hardware and/or software services, as necessary
• Perform needs analysis, design, build, testing, training, documentation, and implementation of specific projects as designated by the IT Service Desk Manager
• Document and update our current knowledge base solution as necessary to support continuous improvement and sustainable growth initiatives.

What we are hoping you will bring to the Service Express team:

• Proven experience in a help desk or technical support role, supporting a large user base with both onsite and remote employees
• Strong proficiency with Active Directory, Microsoft M365, Intune/Entra device management, and support for Windows laptops, Apple Mac, and iOS devices
• A solid understanding of Network+ principles is preferred but not required

We offer you:

• Workplace flexibility that empowers our employees
• Personal growth and advancement opportunities
• PTO available when you start – additional day of PTO for your birthday + PTO volunteer days
• Health insurance with plan options to meet your needs
• 401k with employer match
• Fitness membership reimbursement
• $50k - $65k based on experience

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