Desktop Support Technician

Onsite in Grand Rapids, MI with a salary range of $50,000 to $52,000 per year. ESP Global Services Limited is hiring a Desktop Support Technician to help keep end users productive with reliable IT support for Windows PCs, Macs, printers, mobile devices, and associated hardware and software.

You will work 40 hours per week onsite, with coverage scheduled across the team (support from 4:00am to 1:00pm and 2:00pm to 10:00pm) to support a 5 days x 8-hour coverage model.

What you will do

• Provide in-person, phone, remote, and email support to users in supported departments.
• Maintain the ticketing system by keeping the status of all support requests up to date.
• Keep the inventory system current with deployed computing asset information.
• Research, recommend, and coordinate the ordering of requested software and hardware.
• Create and provision user accounts, email accounts, and required access for staff.
• Resolve end user issues for both Windows and Apple environments, guiding users through troubleshooting steps.
• Perform hardware and software upgrades and support end users through changes.
• Support printing and other peripheral computing devices.
• Set up, install, and configure desktop hardware and software in line with internal controls, policies, and standards.
• Participate in identity and access management across systems.
• Ensure hardware issues are resolved effectively and efficiently to meet customer contractual service level agreements (SLAs).
• Support one or more departments to restore service and/or identify and correct core problems.
• Perform other assigned IT support duties.

What you bring

• 1 to 3 years of experience in Helpdesk/Desktop Support or Field Services, including troubleshooting hardware, software, connectivity, and operating system issues.
• 1 to 3 years experience supporting current Microsoft Windows Desktop software.
• 1 to 3 years experience supporting DSS, multiple workstation OS (Windows, Mac), and multiple mobile OS (Android, iOS), including networking and printing services.
• Experience fulfilling onboarding and offboarding requests, including set-up of desktops/laptops/iPads, installing screens and displays, patch port cabling, software configuration, and mobile setup.
• Experience supporting performance and resolving client-related issues.
• Understanding of network protocols, server hardware, and configurations.
• Self-motivated with a willingness to learn and adapt to new situations.
• Strong communication skills with peers, line managers, stakeholders, and end users.
• CompTIA A+, Network+, Security+ or equivalent certification.
• Ability to lift or push 20 to 50 pounds if needed.
• Ability to stand or kneel for extended periods.
• Ability to use mechanical tools such as screwdrivers, wrenches, pliers, hammers, and drills.

Technologies you will work with

• Microsoft Windows Desktop, Windows, Mac
• Android, iOS, DSS
• Networking, Printing Services
• CompTIA A+, Network+, Security+
• iPad

Benefits

• Medical Insurance
• Vision & Dental plans
• PTO time
• Perkbox discounts
• On-site Paid Parking

Physical requirements

• Lift or push 20 to 50 pounds of equipment if needed
• Stand or kneel for extended periods
• Use mechanical tools (screwdrivers, wrenches, pliers, hammers, drills)