IT Service Desk Technician

One of TEKsystems clients is looking for multiple qualified candidates to support their IT department's Helpdesk Team.

These roles are high paced and our client is looking for candidates that can handle the high volume of calls. This is also a great opportunity for someone to grow their skills within the IT support and have the opportunity to advance their careers within IT. They are currently looking for an individual who is looking to grow within their company.

Hybrid:
Onsite Cadence - The first week for training, and various Friday's, but not every Friday.

• 1–2 years of IT Service Desk experience Required

Under direct supervision, provides technical advice, guidance and formal or informal training to customers using hardware and software programs. While building a general understanding of services provided and departmental functions, helps colleagues troubleshoot and restore service or gather and document information for next level support. Helps perform root cause analysis and develop checklists for typical problems. May assist in recommending procedures and controls for problem prevention.

Contributes to maintenance of knowledge database and call tracking database to enhance quality of problem resolution. May request procedures (or changes to procedures) for problem prevention and control. Works in a team setting, sharing information and assisting others with calls.

• Working with direct supervision, in a fast-paced, changing environment, and while meeting or exceeding the defined levels for service and customer satisfaction, serves as the first point of contact for end users who report hardware or software issues.
• Following the appropriate processes, policies and procedures, creates concise, timely and detailed written documentation of activities related to service requests, which include incidents, requests and change orders.
• Demonstrates excellence in customer service skills, including patience, empathy, good listening and follow through. Utilizes general knowledge of services and departmental functions, along with experience and established triages (or other knowledge) to resolve routine issues or provide mini training sessions for users. May collaborate with more experienced colleagues as a team to resolve technical issues, and when needed, follow the documented processes for escalation.
  
  Performs service restoration analysis to facilitate the quick return of functionality to users, even when the cause of an issue is not yet determined or fixed. Remains alert for emerging call patterns as an indicator of trends or systemic issues.
• Documents best practices and triages when appropriate, and works with various technical teams to create or to improve documentation, and controls to prevent future problems. Contributes to the maintenance and support of both the knowledge and call tracking databases.
• Looks for opportunities to learn from more experienced IT Support Technicians on the team.

The pay range for this position is $16.00 - $22.00 based on experience in the IT field.

• Medical, Dental, and Vision Benefits Offered from Day One

This is a Contract to Hire position based out of Grand Rapids, MI.

The pay range for this position is $20.00 - $20.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type This is a fully onsite position in Grand Rapids,MI. Final date to receive applications This position is anticipated to close on Aug 4, 2026.

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