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Help Desk Technician

3 months ago

Grand Rapids, United States UFP Technologies Full time


About UFP Technologies:

UFP Technologies is a designer and custom manufacturer of comprehensive solutions for medical devices, sterile packaging, and other highly engineered custom products. UFP is an important link in the medical device supply chain and a valued outsource partner to most of the top medical device manufacturers in the world. The Company's single-use and single-patient devices and components are used in a wide range of medical devices and packaging for minimally invasive surgery, infection prevention, wound care, wearables, orthopedic soft goods, and orthopedic implants.

UFP Technologies offers a competitive benefits package, including but not limited to medical, dental, vision, life, disability, 401K with a safe harbor matching contribution, paid time off, paid holidays, employee discounts and much more

Help Desk Technician Summary:

The Help Desk Technician will be responsible for supervising the helpdesk system on a daily basis by addressing issues as they are received. Interacts with employees to troubleshoot and resolve IT-related complications while providing excellent customer service and communication. Supports Active Directory and Office 365.

Location: Must live within commutable distance to UFP's Grand Rapids, MI site. This position is 100% on-site in Grand Rapids, MI.

Help Desk Technician Duties and Responsibilities:

  • Establishes and maintains a working knowledge of the system's screens, navigation, procedures, and processing requirements.
  • Supervises the day-to-day operations of the helpdesk system.
  • Fields incoming requests; acts as a dispatcher, escalating calls where appropriate and coordinating timely resolutions to users' problems.
  • Assists with handling 1st tier issues, answering users' inquiries regarding computer software and hardware operation to resolve problems.
  • Installs and troubleshoots desktop hardware, printers, phones, etc.
  • Installs and troubleshoots Windows 10 / 11 Operating Systems including installing desktop applications.
  • Communicates clearly any 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.

Help Desk Technician Qualification Requirements:

  • High School diploma, or general education degree (GED), and
  • 1 - 2 years' experience supporting Windows 10 / 11, including software and driver installation preferred.
  • Working knowledge of Active Directory needed. Must have experience creating and modifying users.
  • Experience in a customer service environment required.
  • Must have a solid understanding of network protocols (i.e. DNS, DHCP, and TCPIP).
  • Must have a working knowledge of network hardware such as switches, firewalls, access points, etc.
  • Experience/familiarity with the following desired:
    • Switches and routers (preferably Cisco)
    • A+, Network+, or Security+ certifications

To apply for this job please create a profile with us through our online application system. Click the "Apply" box in the upper right hand corner to start the application process. Or, if you already have a social media account with LinkedIn, Google, or Facebook you can use your log in credentials to apply.

UFP Technologies, Inc. is an Equal Opportunity/Affirmative Action employer Minorities/Women/Veterans/Disabled.

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