Support Technician

EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

• Exciting opportunity to be at the forefront of cutting‑edge technology.
• Collaborative and dynamic work environment where your ideas are valued.
• Continuous learning and development opportunities to enhance your skills.
• Voted one of West Michigan's Best & Brightest Companies to work for in 2023 & 2024

Provide primarily remote desktop support from your home to our clients who have critical response time requirements for their business technology systems. You will work independently to answer service desk calls, urgently analyze technical issue(s), troubleshoot over the phone and via remote log‑in, and if necessary, escalate problems to Level 2 support. You will multi‑task to support a variety of network and end‑user environments, including executives, business owners, managers and other end users.

You must demonstrate superior communication skills to respond to diverse clients with urgent needs while recognizing they are looking for solutions, not technical explanations. You will also perform service and preventative maintenance activities on products and make assistance in installations and deliveries. Other projects may be assigned.

We are currently looking for candidates who reside within 20 minutes of Kalamazoo, MI.

• Manage, maintain, troubleshoot and support users' desktops.
• Identify, document and troubleshoot users' computing issues to resolution while maintaining customer satisfaction.
• Utilize PSA, RMM, and other service‑specific tools and technologies to deliver onsite and remote user support services.
• Update service order information with accurate documentation of all activities conducted.

• Develop and maintain relationships with customers that further enhance the company's positive reputation through exceptional customer service.
• Maintain a professional and clean appearance.

• Participate in ongoing training and attainment of various manufacturer and software certifications.
• Develop personal skills to work efficiently both individually and as a member of the Service Department.

• Associate's degree in Computer Science, Information Technology, Business Technology, related field of study, or equivalent work experience.

• Proficiency in supporting modern Windows Desktop Operating Systems.
• Desktop software such as Microsoft Office Suites, Adobe, etc.
• Basic Server support skills and understanding of modern Windows Server Operating Systems.
• Networks, internet connection issues, and ability to configure network devices such as switches and routers.
• Security software such as Anti‑virus, Anti‑SPAM, Anti‑Spyware, and other security related technologies.

• Able to work independently and as part of a team.
• Must be prepared to travel as the business need requires.
• Exceptional written and oral communication skills.
• Self‑motivated.
• Enjoy learning new skills.

• 40‑hour work week with on‑call availability up to 7 days per month.
• 80% work from home; 20% office/client site visits.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components.
• Lifting and transporting moderately heavy objects such as computers and peripherals.

• Solid work record with 1–2 years of experience in a support technician role.
• High school diploma or equivalent.
• Valid driver's license.
• Reliable vehicle with valid auto insurance coverage.
• Reliable home internet with sufficient speed/bandwidth to enable remote support.
• Excellent communication and interpersonal skills with a customer‑centric approach.

Full‑Time/Part‑Time:
Full‑Time

Salary Range: $45,000–$55,000 (approximately). The actual compensation level is based on qualifications.

Location:

Kalamazoo