Help Desk Technician

Atonne Technology Services is seeking a Help Desk Technician to support end users with timely troubleshooting and reliable service. This onsite role in Grand Rapids, MI focuses on resolving hardware, software, network, and system issues while maintaining performance, security, and strong customer experience.

Key Responsibilities

• Serve as the central point of contact for technical support requests received by phone, email, and the ticketing system.
• Conduct thorough diagnostics and troubleshooting for hardware, software, network, and peripheral systems.
• Administer Active Directory user and group accounts, including provisioning, deprovisioning, access control updates, and credential resets.
• Manage Microsoft Office 365 license provisioning.
• Handle Microsoft Entra administration, including identity management, MFA configuration, and authentication troubleshooting.
• Support business line applications and services across multiple companies, coordinating with vendors to resolve technical issues.
• Document incidents, resolutions, and standard procedures accurately in the IT ticketing system.
• Escalate more complex issues to the appropriate IT team members when needed.
• Create technical and procedural documentation for internal control systems and user manuals, and deliver one-on-one or small group user training.
• Maintain system documentation, procedures, and asset inventories.
• Manage the ticket board to provide timely support to stakeholders and customers within SLAs.
• Participate in a rotating on-call schedule and support standards and procedures for problem, incident, and change management.
• Continue skill development through education, research, work assignments, and participation in technical and user groups, and share knowledge with the team.
• Complete other duties as assigned.

Required Qualifications

• Associate’s degree in Information Technology, Computer Science, or a related field, or equivalent experience.
• Minimum 1 year of IT help desk or technical support experience (2 years or more is a plus).
• Experience using ticketing systems (ConnectWise PSA is a plus).
• Knowledge and hands-on experience with Active Directory and Microsoft Entra.
• Familiarity with basic networking concepts including TCP/IP, DNS, and DHCP.
• Experience with Microsoft 365 or comparable productivity suites.
• Strong troubleshooting and problem-solving skills.
• Excellent written and verbal communication.
• Excellent customer service skills.
• Strong attention to detail.
• Ability to prioritize and manage multiple tasks.
• Patience and professionalism under pressure.
• Team-oriented mindset.

Technology Focus

• Active Directory
• Microsoft Office 365
• Microsoft Entra
• MFA
• Microsoft 365
• TCP/IP, DNS, DHCP
• ConnectWise PSA

Location and Working Conditions

• Onsite role in Grand Rapids, MI, with local travel across West Michigan required; occasional other travel may be required.
• Frequent sitting and occasional standing; use of hands for typing and handling office equipment.
• Ability to lift and carry systems equipment up to 50 lb.
• Vision requirements include close vision for computer work and the ability to adjust focus.
• Typical office environment with moderate noise from phones and printers, including an ergonomic workstation setup.
• In non-office areas, safety gear such as eye protection, protective shoes, and hearing protection may be required.
• Work hours may adjust periodically between 8am-5pm and 6:30am-3:30pm depending on customer needs.
• Ability to perform essential job functions with reasonable accommodations.

Additional Information

This description reflects the general nature and level of work for this role and is not exhaustive. Atonne Technology Services may amend responsibilities as needed.