Helpdesk Technician - IT

The on-site Helpdesk Technician role with UFP Technologies provides daily helpdesk support in Grand Rapids, MI, assisting employees with IT issues and supporting Active Directory and Office 365.

Responsibilities

• Establishes and maintains a working knowledge of the system screens, navigation, procedures, and processing requirements.
• Supervises the day-to-day operations of the helpdesk system.
• Fields incoming requests, acts as a dispatcher, escalates calls where appropriate, and coordinates timely resolutions for users.
• Assists with handling 1st tier issues, answering users' inquiries regarding computer software and hardware operation to resolve problems.
• Installs and troubleshoots desktop hardware, printers, and phones.
• Installs and troubleshoots Windows 10 and Windows 11 operating systems, including desktop application installation.
• Communicates technical solutions in a user-friendly, professional manner.
• Performs consistent follow-up with users to ensure complete resolution and user satisfaction.
• Creates and manages user security in Active Directory and business applications.
• Performs all other duties as assigned or needed.

Requirements

• High School diploma or GED.
• 1 to 2 years of experience supporting Windows 10/11, including software and driver installation (preferred).
• Working knowledge of Active Directory; experience creating and modifying users.
• Experience in a customer service environment required.
• Solid understanding of network protocols, including DNS, DHCP, and TCP/IP.
• Working knowledge of network hardware such as switches, firewalls, and access points.
• Switches and routers experience, preferably Cisco.
• Certifications: A+, Network+, or Security+.

Technologies

• Active Directory
• Office 365
• Windows 10
• Windows 11
• Cisco switches/routers

Benefits

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Disability Insurance
• 401K with a matching contribution
• Paid time off
• Paid holidays
• Employee discounts

Location

On-site full-time in Grand Rapids, MI. Must reside within a commuting distance of approximately 45 minutes.