IT Help Desk Technician

Position Purpose

At Wightman, we rely on our IT systems to help us create the solutions for our teams, clients, and partners. We are seeking an IT Help Desk Technician to join us in providing efficient, valuable technical assistance to our users. In this role, the Help Desk Technician will have strong technical knowledge and be able to communicate effectively to understand the problem, seek clarification from the end user when necessary, and explain and/or install the solution successfully while maintaining exemplary customer service.

• Initial point of contact for users seeking assistance via phone, email, ticket, and Teams
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Manage Helpdesk ticket system
• Install, change, and repair computer hardware and software
• Perform routine software checks of shared workstations and conference room technology
• Manage replacement technology equipment stock
• Routine visits to regional offices for staff support

• Proven problem‑solving skillset, technically minded and efficient
• Ability to work in a team environment and with employees both in‑person and remotely
• Demonstrates knowledge of computer hardware, software, and mobile devices
• Ability to diagnose and resolve basic computer technical issues
• Customer service experience with proven time management skills and ability to multitask and prioritize work
• Attention to detail
• Highly motivated and demonstrates initiative
• Proficiency in Microsoft software, including Office 365, Teams, One Drive, and One Note

• Reports to IT Manager

• High School diploma or equivalent

• Associates of Computer Science or related field
• Autodesk product familiarity
• Adobe products
• Bluebeam

Position based in Kalamazoo. Travel between regional offices will be required for team member support.