Desktop Support Technician - Grand Rapids; GRR Airport

About the Job

As a Desktop Support Technician, you will be responsible for providing IT support to end users for Windows PCs, Macs, printers, mobile devices, desktop applications, and other associated hardware & software. This position will support one or more departments to restore service and/or identify and correct core problems, ensuring that all hardware issues are effectively and efficiently resolved in line with our customers’ contractual service level agreements (SLAs).

• Provide in-person, phone, remote, and email support to users of supported departments.
• Keep the ticketing system up to date with the status of all support requests.
• Keep the inventory system up to date with all deployed computing asset information.
• Research, recommend, and order software and hardware requested by departments.
• Create and provision user accounts, email accounts, and necessary access for user staff.
• Provide support to end users in problem resolution for both Windows and Apple systems.
• Guide end users through troubleshooting procedures.
• Perform upgrades to hardware and software.
• Support printing and other peripheral computing devices.
• Perform set‑up, installation, and configuration of desktop hardware and software in compliance with internal controls, policies, and standards.
• Participate in the identity and access management of various systems.
• Other IT support duties to be assigned.
• Provide 40‑hour coverage each week, including shifts from 4:00 am to 1:00 pm and 2:00 pm to 10:00 pm.

• 1–3 years of experience providing Helpdesk/Desktop Support or Field Services, including troubleshooting hardware, software, connectivity, and operating system issues.
• 1–3 years of experience with current Microsoft Windows Desktop software.
• 1–3 years of experience supporting multiple operating systems (Windows, Mac, Android, iOS), networking, printing services, etc.
• Experience in fulfilling onboarding and offboarding requests (e.g., set‑up of desktop/laptop/iPad, installing screens & displays, patch port cabling, software configuration, mobile setup).
• Experience in supporting performance and resolving client‑related issues.
• Understanding of network protocols, server hardware, and configurations.
• Self‑motivated with a willingness to learn and adapt to new changes or situations.
• Ability to communicate effectively with peers, line managers, stakeholders, and client end users.
• CompTIA IT certifications (A+, Network+, Security+) or equivalent.

• Able to lift or push 20–50 pounds of equipment if needed.
• Able to stand or kneel for extended periods of time.
• Able to use mechanical tools such as screwdrivers, wrenches, pliers, hammers, and drills.

Within a learning and development culture, we offer unlimited access to a wealth of professional and personal training so you may develop your career.

• Medical Insurance, Vision & Dental plans
• PTO time
• Perkbox discounts
• On-site Paid Parking

We offer a competitive salary range based on suitability or experience.

ESP Global Services is an Equal Opportunity / Affirmative Action employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity, or any other factor protected by applicable federal, state, or local laws.