Information Technology Help Desk Technician

3 weeks ago


Grand Rapids, United States VanBelkum Full time

About VanBelkum

VanBelkum, established in 1959 and headquartered in Grand Rapids, MI, is a leading provider of unified communications, networking, physical security, structured cabling, fiber optics, and AV solutions. With a rich legacy of innovation and customer-centric service, VanBelkum continues to be at the forefront of technology, offering unparalleled products and services to clients in Michigan and beyond.


Position: IT Help Desk Technician (Hybrid Role)


Location: Grand Rapids, MI (Hybrid)


Principal Duties and Responsibilities

  • Provide technical support to both existing and new customers, with a focus on our unified communication (UC) and networking solutions.
  • Respond to and resolve customer inquiries, issues, and service requests received via phone, email, tickets, or website.
  • Troubleshoot hardware and software problems, diagnose issues, and implement solutions promptly and effectively.
  • Collaborate with other members of the IT team to ensure seamless service delivery and customer satisfaction.
  • Document and maintain accurate records of customer interactions, solutions provided, and ongoing issues.
  • Ensure compliance with company policies and procedures in all customer interactions.


Required/Preferred Qualifications

  • High school diploma, GED diploma, or equivalent required; bachelor’s degree preferred.
  • Proven experience in IT support, preferably in a help desk or technical support role.
  • Proficiency in troubleshooting hardware, software, and networking issues.
  • Excellent communication skills, both verbal and written, with a customer-centric approach.
  • Strong problem-solving abilities and attention to detail.
  • Ability to work independently as well as collaboratively in a team environment.
  • Technical certifications (e.g., CompTIA A+, Network+, CCNA, etc.) are a plus.
  • Willingness to travel, including some overnight travel, as required.


Benefits

  • Competitive pay commensurate with experience.
  • Comprehensive benefits package including 401(k) with matching, dental insurance, disability insurance, vision insurance, health insurance, health savings account, and more.
  • Generous paid time off and paid holidays.
  • Opportunities for professional development and training.
  • Travel reimbursement and mileage reimbursement for on-site visits.




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