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Help Desk Support Technician

4 months ago

Grand Rapids, United States Alliance Beverage Distributing Full time
Job DescriptionJob Description

Position Summary:

The Help Desk Support Technician plays a critical role within our IT team, offering immediate and effective IT support across the company. The role requires a broad understanding of organizational needs and a strong commitment to minimize downtime and facilitate optimal use of IT resources. The key tasks include PC and mobile device support, and providing hardware/software assistance. This role calls for an excellent communicator with a problem-solving mindset who can provide superior customer service. Teamwork, a user-friendly approach, and the ability to adapt to a dynamic environment are essential for success in this position.
 

Work Location: In Person at the Grand Rapids branch.
Schedule: Monday - Friday, 7:00am - 3:30pm. 
 

Key Responsibilities:

  • Role is 75% reactive (working on help desk tickets) and 25% proactive (authoring and updating knowledgebase articles)
  • Serve as the first point of contact for employees seeking technical assistance over the phone, email, or in-person.
  • Respond to, manage, and resolve help desk tickets in a timely manner, addressing software and hardware-based issues.
  • Develop and maintain thorough documentation of end-user and IT processes and procedures.
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions.
  • Determine the best solution based on the issue and details provided by employees.
  • Guide employees through the problem-solving process, providing clear and concise instructions.
  • Liaise with support vendors such as Dell, Verizon, Brother Printers, and Ricoh Printers.
  • Manage and maintain a current inventory of company hardware.
  • Collaborate with Human Resources to onboard and offboard employees.
  • Assist in planning and implementing new software and hardware across all locations.
  • Maintain detailed records of technical issues and solutions in the help desk database.
  • Follow up with end-users to ensure satisfactory resolution of issues.

Required Skills:

  • Strong customer service skills with a patient, user-centric approach.
  • Excellent communication skills, both written and verbal.
  • Intermediate level of proficiency with standard desktop applications including the M365 suite (Excel, Outlook, and Word)
  • Ability to translate complex technical language to non-technical end-users.
  • Intermediate level of proficiency in Windows 10/11 and Apple iOS operating systems.
  • Understanding of TCP/IP, DHCP, and DNS protocols.
  • Familiarity with Help Desk ticketing systems.
  • Be proficient in multitasking between project and ticket-based work.
  • Demonstrable experience in PC hardware troubleshooting, including imaging, installation, maintenance, and repair.

Preferred skills:

  • Familiarity with Remote Access Software, IP Phone Systems (Mitel), and Route Accounting Systems.
  • Experience with Windows Server 2019 and newer.
  • Knowledge of network maintenance, including RJ-45 cabling, firewalls, and wireless access points.
  • Experience with PowerShell or other CLI automation tools

Necessary Characteristics:

  • Ability to work independently with minimal supervision when necessary.
  • Excellent organizational skills with an ability to prioritize tasks.
  • Positive attitude with a great sense of humor.
  • A strong commitment to provide excellent customer service to all end users.

Minimum Qualifications:

  • High School diploma or technical school degree.
  • One year of experience working with PCs, supporting end-users, and performing computer peripheral maintenance and installation.
  • Ability to possess a valid driver’s license for occasional travel to satellite office locations in Michigan.
  • Physical ability to lift and move equipment up to 40 pounds.

Preferred Qualifications:

  • College degree in Information Systems, Computer Science, or a related field.
  • Two years of experience in a technically supporting, customer-facing role.
  • Proficiency in advanced Microsoft Office applications (Teams, OneDrive, and PowerPoint).
  • Certification from COMPTIA: A+, Network+, or Security+

We are committed to creating a supportive and inclusive work environment that values every team member. If you are proactive, have a strong customer service orientation, take pride in your work, possess excellent attention to detail, and enjoy humor in the workplace, we would love to hear from you.

Salary Range

  • $20.00 - $25.00 per hour 

About Alliance Beverage:

In 1963 a man named Larry Gary, originally from the west side of Chicago, decided that owning a beer distributorship in Grand Rapids Michigan would be more fun than running a bowling alley. That was the moment that the company called Kent Beverage began.

At the same time a man named Tim Sullivan, originally from the east side of Detroit, was happily running a construction business. However, when Tim noticed his friends, who owned beer distributorships, were having more fun, he had to get one of his own. And he did, when he purchased B&B Beer in the late 1970’s

Both businesses grew and prospered. Both businesses were passed from fathers to sons and continued to succeed in their territories until one day, over a pint, these two families decided to form a joint venture whereby the two companies combined would be stronger than the sum of their parts. They called the company Alliance Beverage and it was born May 13, 2013.

From the beginning, our company has recruited the best talent available, contributing to the highest standards of performance~ because we work together with commitment, & integrity.

Today, Alliance has more than 450 team members and services over 5,000 customers across the Western half of Michigan. With three distribution facilities and six sales offices, our employees live and are active in the communities they serve.

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