Helpdesk Analyst​/End User Trainer

Service Desk Support Analyst / End User Trainer

We are looking for an experienced Service Desk Support Analyst / End User Trainer to enhance our technology capabilities and support our most valuable asset—our people. In this pivotal role you will help end users accomplish business tasks by ensuring proper computer operation, resolving help requests, providing hands‑on desktop support, and training end users on technology solutions.

Position Summary

• Receive, prioritize, document, and actively resolve end‑user help requests.
• Diagnose and resolve problems using diagnostic and help‑request tracking tools.
• Provide in‑person, hands‑on help at the desktop level.
• Set up new equipment, install applications, and maintain up‑to‑date procedures.
• Travel to remote offices or work outside normal business hours as needed.
• Report to the Service Desk Manager and collaborate with the Service Desk, Desktop Support, and technology staff.

Key Responsibilities

• Field incoming help requests via telephone and e‑mail courteously.
• Build rapport and elicit problem details from customers.
• Escalate problems to appropriate technology staff as required.
• Record, track, and document the service‑desk request and problem‑solving process through to final resolution.
• Manage and deliver training courses and events on firm technology, applications, and systems.
• Create and maintain training materials, guides, and documentation for self‑service learning.
• Apply diagnostic utilities to aid troubleshooting.
• Access software updates, drivers, knowledge‑base articles, and FAQ resources.
• Identify and learn appropriate software and hardware supported by the firm.
• Perform hands‑on fixes including installing/upgrading software, installing hardware, backing up files, and configuring systems.
• Test fixes to ensure problems are resolved.
• Perform post‑resolution follow‑ups to help requests.
• Provide after‑hours support as part of an on‑call rotation.
• Other duties as assigned.

Qualifications

• 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 diagnostics.
• Knowledge of Windows desktop operating systems, Microsoft Office, and remote access troubleshooting.
• Ability to support networked printers and photocopiers.
• CompTIA certifications are desirable.

Job Type & Location

This is a contract to hire position based out of Grand Rapids, MI.

Pay and Benefits

• Pay range: $26.00 - $28.00 per hour.
• Benefits available for this temporary role may include:
• Medical, dental & vision.
• Critical Illness, Accident, and Hospital coverage.
• 401(k) retirement plan – pre‑tax and Roth post‑tax contributions.
• Life insurance (voluntary life & AD&D for employee and dependents).
• Short‑term and long‑term disability.
• Health Spending Account (HSA).
• Transportation benefits.
• Employee Assistance Program.
• Paid 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 June 25, 2026.

Equal Employment Opportunity Statement

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.