Helpdesk Analyst​/EU Trainer

Position Summary
:
Ensure proper computer operation so that end users can accomplish business tasks. The Service Desk Analyst will receive, prioritize, document, and actively resolve end user help requests. Problem resolution may involve diagnostic and help request tracking tools and may also require in‑person, hands‑on help at the desktop level. The Analyst may also set up new equipment, install applications, and maintain procedures.

This role may require travel to remote offices or working outside normal business hours as needed.

• Field incoming help requests from end users via telephone and e‑mail in a courteous manner.
• Build rapport and elicit problem details from service desk customers.
• Escalate problems to the appropriately experienced technology staff when required.
• Record, track, and document the service desk request and problem‑solving process, including decisions and actions taken, through to final resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge base articles, and FAQ resources to aid problem resolution.
• Identify and learn appropriate software and hardware used and supported by the firm.
• Perform hands‑on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Test fixes to ensure problems have been adequately resolved.
• Perform post‑resolution follow‑ups to help requests.
• Provide after‑hours support as part of an on‑call rotation with other team members.
• Create and maintain training materials, guides, and documentation to support ongoing user education and self‑service learning.
• Deliver user training sessions on firm technology, applications, and systems to enhance end‑user proficiency and adoption.
• Other duties as assigned.

• Excellent customer service, desk‑side support, judgment, time‑management, and problem‑solving skills.
• Demonstrated experience in a technical customer support role with strong troubleshooting and diagnostic skills.
• Knowledge of Windows desktop operating systems, Microsoft Office, and troubleshooting remote access for users.
• Ability to support networked printers and photocopiers.

• Pay range: $26.00 – $28.00 per hour.
• Benefits include medical, dental & vision; critical illness, accident, and hospital; 401(k) retirement plan with pre‑tax and Roth options; life insurance (voluntary life & AD&D for 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).

Job Type &

Location:

Contract to Hire position based in Grand Rapids, MI.

Workplace Type:
Fully onsite.

Final date to receive applications:
Position anticipated to close on June 25, 2026.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information, or any characteristic protected by law.