Help Desk Specialist

3 weeks ago

Grand Rapids, United States LHH Full time

LHH is partnering with our client in Grand Rapids on their search for an IT support specialist.


As an IT Support Specialist, you will report directly to the Director of Business Systems Integration. In this role, you will play a crucial part in assisting the Director with systems troubleshooting, upgrades, implementations, and providing systems and technology support for our facility. Your responsibilities will include:

  • Generating SQL/HANA queries for reporting software.
  • Security and Administration of ERP Software SAP Business One (training provided).
  • Microsoft Sharepoint Administration (training provided).
  • Responding to incoming tickets and e-mail requests for support.
  • Managing problems through resolution, ensuring clear communication and status updates for affected users and management.
  • Analyzing tickets to identify common issues and trends and recommending corrective actions.
  • Documenting troubleshooting guides and maintaining the team's knowledge base.
  • Writing technical procedures for hardware, software, and product configuration and deployment.
  • Managing workload based on sensitivity and impact, ensuring issues are resolved within SLA.
  • Improving the skill set of helpdesk technicians through documentation, training, and mentorship.
  • Collaborating with infrastructure and network administrators to ensure the efficient operation of the desktop computing environment.
  • Providing operational support and administration for O365 based corporate Email System, servers, and systems as necessary.
  • Conducting independent research by reading knowledgebase articles, manuals, and procedure documents.
  • Providing multilevel support for Windows PCs and office collaboration tools.

To be successful in this role, we require the following qualifications:

  • Previous experience writing SQL (required)/HANA (preferred) queries for application design and reporting.
  • Experience managing PC workstations and servers in a large, decentralized network environment.
  • Ability to work autonomously and analyze and resolve system issues.
  • Strong customer service work ethic with the ability to handle multiple tasks and changing priorities.
  • Effective communication skills and the ability to explain technical solutions to non-technical end-users.
  • Understanding of project management concepts and experience with project team participation.
  • Collaboration skills to work with people at all levels within the organization.
  • Extensive knowledge of local area network hardware, software, and telecommunications services.
  • Understanding of developing and deploying new technologies related to desktop and mobile devices.
  • Strong presentation, interpersonal, and written and oral communication skills.
  • 8+ years of prior experience in desktop support or a similar role in a manufacturing environment.
  • Expert knowledge of Windows 7 and Windows 10 Operating Systems and productivity software (O365).
  • Knowledge of Active Directory, group policies, O365, Azure AD, Azure Cloud.
  • Hands-on experience with ITSM tools.
  • Familiarity with scripting languages, Excel macros, or PowerShell.
  • Self-motivated with strong analytical and troubleshooting skills.
  • Excellent interpersonal and customer service attitude.

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