IT Help Desk Technician

Green Echo LLC offers an in-person, full-time IT support role in Saint Joseph, MI with competitive pay and a benefits package designed to support your health, future, and growth. You will be part of a team that values customer satisfaction, ongoing training, and professional development, using Freshservice to help manage support requests efficiently.

Responsibilities

• Handle incoming calls and emails from distributors across the United States in a timely, professional manner
• Diagnose and troubleshoot technical issues while providing clear technical support to distributors
• Escalate complex problems to senior team members when required
• Use Freshservice to track, document, and resolve issues
• Maintain accurate records of customer interactions and transactions
• Identify recurring issue trends and escalate patterns to help improve processes
• Deliver exceptional customer service to help ensure customer satisfaction
• Participate in team meetings and trainings to strengthen technical knowledge and skills

Requirements

• Bachelor’s degree in a related field, or an Associate’s degree with relevant work experience
• Strong customer service and communication skills
• Ability to troubleshoot technical issues and provide technical support
• Comfort learning new ticketing systems and chat queues
• Ability to learn and adapt to new technologies and software quickly
• Certifications such as A+, Network+, and Security+ are available but not required
• Ability to complete 6 weeks of training
• Capability to work both independently and as part of a team
• Ability to multitask and prioritize in a fast-paced environment
• Availability to work 11am to 8pm
• Help desk experience (1 year) is preferred

Benefits

• 401(k) and 401(k) matching
• Health insurance, Health savings account (HSA)
• Dental insurance and Vision insurance
• Life insurance
• Paid time off and Parental leave
• Employee assistance program and Employee discount
• Flexible schedule
• Professional development assistance, Tuition reimbursement
• Referral program
• Relocation assistance
• Retirement plan

Pay: $17.00 - $20.00 per hour
Work location: In person (Saint Joseph, MI)
Job type: Full-time